Gainsight experienced a major incident on February 12, 2024 affecting Gainsight CS US1 Application, lasting 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 12, 2024, 06:44 PM UTC
We are investigating reports of degraded performance in CS-US1.
- investigating Feb 12, 2024, 06:48 PM UTC
We are continuing to investigate this issue.
- identified Feb 12, 2024, 07:00 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Feb 12, 2024, 07:05 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 12, 2024, 07:39 PM UTC
This incident has been resolved. We will post RCA details as they become available.
- postmortem Feb 16, 2024, 02:42 PM UTC
**Incident:** 12th February, 2024: Between the times of 6:30 PM and 7:00 PM UTC, some CS-US1 customers may have experienced intermittent delays in application load times. **Root Cause:** The issue was result of query enhancements introduced in the latest release. This caused unexpected API latency which affected multiple areas of CS-US1. Application resiliency measures were effective in maintaining availability but there were still periods of poor performance, especially between 6:48 PM and 7:00 PM UTC. **Recovery Action:** Once the source was identified, the related functionality was rolled back which restored performance to expected levels. A hotfix was applied on the 14th of February for final resolution. **Preventive Measures:** The mentioned fix has resolved this issue. We will continue to review and learn from issues like this in effort to provide the best possible customer experience. Please contact [[email protected]](mailto:[email protected]) if there are any questions.