Slow Response Times in Documents Workspace

Update timeline

1. investigating Oct 10, 2025, 02:46 PM UTC

   We are currently investigating reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is actively working to identify the root cause.

2. investigating Oct 10, 2025, 03:15 PM UTC

   We are continuing to investigate reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is actively working to identify the root cause.

3. investigating Oct 10, 2025, 03:46 PM UTC

   We are continuing to investigate reports of slow response times in the Documents workspace of the Greenlight Guru application. Users may experience delays when loading pages, uploading documents, or accessing documents. Our engineering team is taking steps to mitigate performance issues and actively working to identify the root cause.

4. monitoring Oct 10, 2025, 04:08 PM UTC

   We are actively monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.

5. resolved Oct 10, 2025, 06:49 PM UTC

   This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.

6. postmortem Oct 17, 2025, 07:37 PM UTC

   **Incident Summary** On October 10, 2025, some customers experienced slow performance when accessing and loading documents in the Documents workspace between 14:46–16:08 UTC. **Impact** **Affected:** A limited subset of customers in the EU Region. **Symptoms:** Users reported slow load times when navigating between the document list and document details, with some actions taking several seconds longer than expected. **Root Cause** The disruption was caused by a query design issue in the new Documents workspace UI. No customer data was negatively affected. **Resolution** The issue was mitigated by disabling the new Documents UI feature, restoring customers to the previous stable version. Performance returned to normal by 16:08 UTC. **Next Steps / Prevention** We are taking steps to optimize queries and increase monitoring, ensuring similar issues are detected earlier and resolved more quickly in the future. **Status** This incident is resolved. We continue to monitor performance closely to ensure stability in the Documents workspace.