Performance impact on Proof platform

Update timeline

1. identified Oct 20, 2025, 12:50 PM UTC

   Due to ongoing major outage with our cloud infrastructure provider, Proof platform's autoscale is impaired. Proof application may experience occasional slowness or timeouts as the traffic on our platform ramps up. Our team is actively working on adding additional capacity.

2. identified Oct 20, 2025, 01:32 PM UTC

   In order to continue serving our business and contracted customers, Proof turned off retail volume.

3. identified Oct 20, 2025, 02:04 PM UTC

   Proof platform continues to operate, with degraded performance. Business customer meetings are being accepted and completed, but our users may see delays when uploading or receiving finalized documents.

4. identified Oct 20, 2025, 02:41 PM UTC

   We continue seeing degraded performance on Proof platform. Proof customers and users may experience delays and errors using the application. Please retry as needed. We prioritized processing of the critical requests and jobs; non essential jobs, including webhook callbacks, maybe queued up for a later execution.

5. identified Oct 20, 2025, 03:38 PM UTC

   There has been no major changes in the status of this outage. Proof platform continues to operate in degraded performance state, prioritizing business customers and critical jobs. Our cloud infrastructure provider has no ETA for addressing the problem in the primary, impacted region. Proof egnineering is focusing on launching extra server capacity cross-regionally to mitigate performance problems.

6. identified Oct 20, 2025, 04:43 PM UTC

   Proof is elevating the status of this incident to "Major outage". Performance problems continue to impact both business and signer workflows. We do not have an ETA for the recovery.

7. identified Oct 20, 2025, 06:30 PM UTC

   Proof platform continues to experience an outage due to a major cloud infrastructure provider disruption. We are seeing new server capacity being launched, but it is not functioning correctly due to lingering network problems. We do not have an ETA for this issue to be addressed.

8. monitoring Oct 20, 2025, 07:32 PM UTC

   After adding capacity in the DR and primary regions, we are seeing recovery of the core functionality, including document process and online meetings.

9. monitoring Oct 20, 2025, 08:37 PM UTC

   We are seeing broad recovery of the Proof platform across all of the core functionality, the application is back to the pre-incident performance levels. Retail traffic is re-enabled. We are observing lingering stability problems with one of the vendors related to risk analysis. We will continue to monitor the service until full resolution.

10. resolved Oct 20, 2025, 10:08 PM UTC

    This incident has been resolved. We observe full recovery of the Proof platform. We apologize for the inconvenience this incident has caused.