S2 - iOffice services unavailable for some customers

Update timeline

1. investigating Feb 27, 2023, 02:01 PM UTC

   We are currently investigating this issue.

2. identified Feb 27, 2023, 02:37 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Feb 27, 2023, 02:41 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Feb 27, 2023, 02:49 PM UTC

   This incident has been resolved.

5. postmortem Mar 01, 2023, 11:52 PM UTC

   **iOFFICE Detailed Root Cause Analysis – Severity 2 – 2-27-2023** ‌ **Description:** On February 27, 2023, at 6:37am MST, Customer Support began receiving reports from customers and the inability to access iOffice with the following message displayed “Your Connection Isn’t Private”. Customer Support immediately raised a Severity 2 incident and alerted internal teams, our development team acknowledged the issue and began investigation. ‌ **Type of Event:** Service Disruption **Services\\Modules Impacted:** Production **Remediation:** Eptura has since expedited implementing an automated processes to renew certificates and will require no human interaction in the future this is anticipated to be completed by End of Quarter 1 2023 **Timeline:** 6:37am MST, customers have reported the inability to access their individual iOffice sites. Customers were presented with the following message, “Your Connection Isn’t Private”. After replicating the issue, Customer Support immediately alerted internal channels and shortly after, our development team acknowledged the issue and began investigation at 6:58am. At 7:01am customers were notified about the Severity 2 incident via status page. At 7:15am our Dev Ops team confirms the root cause, which is an expired SSL Certificate. 7:31am the Dev Ops team advises the issue has been implemented and the status page is also updated notifying our customers. We begin to receive confirmation of resolution thru 7:49pm and the status page is marked as resolved. **Total Duration of Event:** 1Hr 12Mins **Root Cause Analysis:** The root cause of the issue had stemmed from a Secure Socket Layer \(SSL\) Certificate that had expired, February 27, 2023. **Preventative Action:** Eptura has since expedited implementing an automated processes to renew certificates and will require no human interaction in the future this is anticipated to be completed by End of Quarter 1 2023