SurePoint Practice Pro experienced a minor incident on October 25, 2023, lasting 8h 25m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Oct 25, 2023, 06:53 PM UTC
Investigating - NetDocuments is investigating a potential issue with slowness in the US Service. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 Oct 25, 2023 - 13:58 EDT
- identified Oct 25, 2023, 06:54 PM UTC
Identified - NetDocuments has identified the cause of the slowness in the US Service. We are working on implementing a fix. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 Oct 25, 2023 - 14:30 EDT
- monitoring Oct 25, 2023, 06:55 PM UTC
Update - NetDocuments Operations teams continue to work on resolving the slowness in the US Service. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 Oct 25, 2023 - 14:50 EDT
- resolved Oct 26, 2023, 09:52 AM UTC
Resolved - The incident with slowness in the US Service is now resolved. We have concluded the server optimization and maintenance. Our Operations will continue to monitor the situation closely and will update this post again if any reoccurrences of the problem are found. If you continue to experience these issues, please open a ticket with our Support team for further assistance. Log into support.netdocuments.com to submit a support request for your issue. However, if you need to urgently contact Technical Support via the phone use the number closest to your region: US customers call 801-226-6882 or 866-NETDOCS (638-3627) EU customers call +44(0) 2034.556770 AU customers call +61 2 8310 4319 Oct 25, 22:24 EDT