Service Disruption

Update timeline

1. investigating Aug 04, 2021, 03:33 AM UTC

   We are currently investigating an outage on our Australian Service.

2. resolved Aug 04, 2021, 03:36 AM UTC

   We are aware of an outage that affected the platform for a short period and investigating the root cause. The system is working and available at the time of this posting. Please restart your browser and desktop applications first if you are experiencing issues and if you are still experiencing difficulty please contact support via the portal or by phone. https://support.netdocuments.com/hc/en-us/requests/new?ticket_form_id=360000031912 AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)

3. postmortem Aug 04, 2021, 03:40 AM UTC

   AU Service Disruption Postmortem – 3 August 2021 **Service Disruption:** On 3 August, the Australian Service region experienced an impacting event that started at 11:53 am AEST and ended by 12:20 pm AEST. From 11:53 am – 11:59 am the Service was fully impacted. For the remainder of the event from 11:59 am – 12:20 pm the Service was degraded but would have appeared available at times during that window. As we started an investigation into the issue, we quickly found the cause of the problem was a disruption in traffic between our internal networks and our DMZ. We were able to take action to correct the problem and mitigate any immediate reoccurrence. Additionally, we are working closely with our vendor from where the problem originated on a full review and analysis to ensure a thorough and complete diagnosis of the ultimate root cause. We will update this message again in the coming days if any additional relevant details are discovered or if we plan to implement further changes as a result of the investigation. We apologise for any inconvenience this disruption may have caused. Thank you, The NetDocuments Team