Gainsight experienced a minor incident on July 28, 2023 affecting Gainsight CS US1 Application, lasting 36m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 28, 2023, 03:49 PM UTC
We are investigating performance issues related to Timeline and will update as we have more information.
- monitoring Jul 28, 2023, 03:53 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 28, 2023, 04:26 PM UTC
Some customers may have experienced slowness or errors while trying to load Timeline in CS-US1. Engineers responded quickly to restore services. We will post root cause details as they become available.
- postmortem Aug 11, 2023, 04:23 AM UTC
**Incident:** Some customers may have experienced degraded performance in CS-US1 Timeline services between 15:44 and 15:48 UTC on the 28th of July. **Root Cause:** A memory issue on multiple web servers led to Timeline becoming unresponsive intermittently, while other servers in the pool continued to serve traffic. **Recovery Action:** Monitoring systems alerted engineers of a memory issue on Timeline web servers. Engineers quickly made adjustments and redeployed Timeline web servers as a temporary fix. **Preventive Measures:** A permanent hotfix will be deployed in our next release window.