Update on New Software Incident: DoseSpot Intermittent Slowness, Approve & Send Functionality

Update timeline

1. investigating Nov 05, 2026, 04:50 PM UTC

   We are writing to provide you with an update regarding the software incident that began on 11/5/2026 at 8:35AM EST. Our team has been actively working to address the issue and ensure that services are restored as quickly as possible. Incident Details: Issue: Some users are experiencing slow application response times and intermittent issues with the Approve & Send button being greyed out. Affected Services: DoseSpot Production Application Current Status: Our team has identified a database performance issue contributing to the increased latency. We are actively working on a fix to improve application performance. Application latency has started to improve, but performance has not yet fully returned to normal. Our team continues to work on the fix and closely monitor the system. We apologize for any inconvenience this may be causing and appreciate your patience as we work to resolve the issue. Your experience is our top priority, and we are committed to keeping you informed throughout this process. If you have any questions or concerns, please create a case through our community site or contact us at [email protected]. Thank you for your understanding. Best regards, Interra Health (DoseSpot)

2. resolved Nov 05, 2026, 05:25 PM UTC

   We are pleased to inform you that the software incident reported on 11/5/2026 at 8:35AM has been resolved. Our team has worked diligently to address the issue, and all affected services are now fully restored. Incident Details: Issue: Users were experiencing slow application response times and intermittent issues with the Approve & Send button being greyed out. Affected Services: DoseSpot Production Application Start Time: 11/5/2026 at 8:35AM EST Resolution Time: 11/5/2026 at 12:20PM EST What We Did: We identified an underlying database performance issue and implemented the necessary optimization to restore normal service. Performance has returned to expected levels, and we are continuing to monitor the environment. Current Status: All systems are operating normally, and we will continue to monitor performance to ensure reliability. We sincerely apologize for any inconvenience this incident may have caused. We are committed to delivering reliable services and continuously improving our systems to minimize disruptions. If you have any questions or experience any further issues, please create a case through our community site or to contact us at [email protected]. Thank you for your patience and understanding throughout this process. Best regards, Interra Health (DoseSpot)

3. postmortem Nov 05, 2026, 06:06 PM UTC

   Event Definition What happened: A database performance issue impacted the processing of eligibility transactions, resulting in increased response times and some transaction timeouts. Where did it happen: The database supporting eligibility services. When did it happen: November 5, 2026, from 8:33 AM ET to 12:10 PM ET. Is it contained: Yes. The issue has been resolved and service is operating normally. Impact A subset of eligibility transactions experienced increased latency and, in some cases, timeouts during the incident window. Normal transaction processing resumed following remediation. Root Cause A database optimization used to efficiently retrieve eligibility information was not performing as expected under certain processing conditions. This resulted in increased database processing time and degraded performance for a subset of transactions. Mitigation Our team restored the appropriate database optimization, improving data retrieval performance and returning eligibility transaction processing to normal levels. Next Steps To help prevent recurrence and further strengthen service reliability, we are: Enhancing monitoring and alerting around database performance to identify potential degradation earlier. Reviewing database optimization strategies to ensure consistent performance during periods of high processing activity. Evaluating additional resiliency improvements to further strengthen eligibility transaction processing. Continuing to monitor performance following the remediation to ensure ongoing stability.