PandaDoc incident

API Outage

Resolved after 58 minutes, affecting API, on September 26, 2023.

postmortem Oct 13, 2023, 04:19 PM UTC

It has come to our attention that some PandaDoc API users experienced temporary deactivation of their API keys recently, causing a need to generate new ones. We are pleased to inform you that our investigation into the matter is complete and we have addressed the issue. ‌ To be clear, PandaDoc was not part of a data breach and was not hacked. PandaDoc’s Sandbox API was deactivated for trialists to improve our security measures, and unfortunately this change temporarily affected paying customers. ‌ If you have been using our API and were affected by this, we extend our sincere apologies for any disruption it caused or impact on your experience using PandaDoc. ‌ Thank you again for using PandaDoc, and please don’t hesitate to reply to this email if you have any questions.

Started: Sep 26, 2023, 06:29 PM UTC
Resolved: Sep 26, 2023, 07:27 PM UTC
Duration: 58m
Detected by Pingoru: Sep 26, 2023, 06:29 PM UTC

Affected components

API

Update timeline

investigating Sep 26, 2023, 06:29 PM UTC

We are currently investigating issues regarding our API. We will be updating you immediately when we have an update.
monitoring Sep 26, 2023, 06:59 PM UTC

A fix has been implemented and we are monitoring the results.
resolved Sep 26, 2023, 07:27 PM UTC

This incident has been resolved.
postmortem Oct 13, 2023, 04:19 PM UTC

It has come to our attention that some PandaDoc API users experienced temporary deactivation of their API keys recently, causing a need to generate new ones. We are pleased to inform you that our investigation into the matter is complete and we have addressed the issue. ‌ To be clear, PandaDoc was not part of a data breach and was not hacked. PandaDoc’s Sandbox API was deactivated for trialists to improve our security measures, and unfortunately this change temporarily affected paying customers. ‌ If you have been using our API and were affected by this, we extend our sincere apologies for any disruption it caused or impact on your experience using PandaDoc. ‌ Thank you again for using PandaDoc, and please don’t hesitate to reply to this email if you have any questions.

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