Doxy.me performance degradation

Update timeline

1. investigating Mar 23, 2026, 04:28 PM UTC

   We're investigating a system-wide performance degradation impacting many users.

2. monitoring Mar 23, 2026, 11:34 PM UTC

   Service is returning to normal. We are continuing to monitor the situation.

3. resolved Mar 24, 2026, 09:32 AM UTC

   The issue has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a full report will be provided.

4. postmortem Mar 27, 2026, 08:33 PM UTC

   **Summary of event:** On March 23, doxy.me experienced intermittent service disruptions during a planned system upgrade. A combination of internal issues and a third-party service issue led to degraded performance throughout the day. **Incident Classification:** Service disruption caused by a combination of internal system changes and a third-party service issue. This was not a security breach. **Business impacts:** Some users experienced dropped calls, difficulty accessing History and Analytics, and issues with Custom Waiting Rooms. **Data Impact:** No evidence of unauthorized access, disclosure, or loss of customer data or PHI. Some data was temporarily unavailable during the incident but has been fully restored. **Root cause:** The disruption was caused by overlapping issues, including a third-party service not updating correctly, delays in loading History, and a migration issue affecting some settings. **How the issue was resolved:** Our team deployed fixes throughout the day and paused the upgrade to prevent further impact. Service returned to normal after all issues, including the third-party issue, were resolved. **Preventative next steps:** We are improving our system upgrade process, strengthening safeguards around third-party services, and enhancing monitoring to respond more quickly in the future.