Eleos Technologies Outage History

As of 9/24/2024 at 20:57 UTC, we’ve completed retransmitting messages with linked signature images that were originally sent to customers’ messaging web services between 13:54 and 20:50 UTC on 9/23/2024. The retransmitted messages include corrected URLs for signature images, in addition to the rest of the message as it was originally delivered. All customers who had impacted messages with linked signature images were contacted directly prior to the retransmission. Additionally, we’ve finished compiling and sending message data to send to those customers who indicated a need to receive them outside of their messaging web service. Any messages that did not include signature images were unaffected by the issue, and those messages were therefore not retransmitted. We’re sorry again for the disruption this issue has caused for your business.

We've additionally verified that document images retrieved through the Document API were unaffected and accessible as normal.

At this time the system has stabilized, and we are resolving this incident. Beginning at 13:54 UTC the Eleos Mobile Platform started experiencing elevated response times across the system while error rates remained nominal. A mitigation was put in place at 14:35 UTC to stabilize the response times which had an immediate impact that brought response time down to a normal rate at 14:38 UTC. During this period mobile app users would have experienced slightly longer periods when waiting for the app to refresh with new data, and API requests would've taken longer than normal to make.

The platform continues to remain stable and responsive since 16:30 UTC. During the period of the incident, from 16:10 to 16:30 UTC, a minority of App Manager pages failed to load, but the mobile app experience was largely unaffected as failed requests (such as completing workflow actions, sending messages, and uploading documents) were retried automatically. We're sorry for the impact this had on your business.