Gainsight experienced a minor incident on May 27, 2025 affecting Gainsight CS US1 Application, lasting 3h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 27, 2025, 09:25 PM UTC
We are investigating a sudden increase in error rates which may lead to degraded performance or service interruption.
- monitoring May 27, 2025, 10:12 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 28, 2025, 01:09 AM UTC
This incident has been resolved.
- postmortem Jun 01, 2025, 04:11 PM UTC
**Incident**: 27th May, 2025: Some customers may have experienced elevated levels of latency or issues logging into our CS-US1 application. **Root Cause**: A previously undetected cache issue was discovered. This issue caused increased latency for some services. **Recovery Action:** As alerts were received, we blocked queues to investigate. Once the source was identified, a fix was applied which restored performance and availability. Queues were unblocked once stability was confirmed. **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.