TigerConnect Outage History

Started Sep 28, 2026, 02:33 PM UTC· resolved Sep 28, 2026, 05:00 PM UTC

1. investigating Sep 28, 2026, 02:33 PM UTC

   TigerConnect is currently investigating an issue causing delays with messages sent across all devices. • Time Detected: 7:00 AM PT • Impact: We have received reports of delays with messages being sent. • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

2. investigating Sep 28, 2026, 02:34 PM UTC

   We are continuing to investigate this issue.

3. investigating Sep 28, 2026, 04:00 PM UTC

   TigerConnect continues to investigate an issue causing delays with messages sent across all devices. We have seen improvements since the last report. • Time Detected: 7:00 AM PT • Impact: We have received reports of delays with messages being sent. • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

4. monitoring Sep 28, 2026, 04:15 PM UTC

   TigerConnect engineers have taken steps to address delayed messages - services are beginning to normalize. • Time Detected: 7:00 AM PT (Initial report/alarm) • Impact: We have received reports of delays with messages being sent. • Fix/Mitigation Applied: 8:11 AM PT • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

5. monitoring Sep 28, 2026, 04:15 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Sep 28, 2026, 05:00 PM UTC

   Message delays has been resolved. All systems are operating normally. • Status: Resolved 🟢 • Time Resolved: 9 AM PT • Duration: Approximately 2 hours We apologize for any workflow disruption and thank you for your patience. If you continue to experience issues, please contact TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

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Started Sep 12, 2026, 06:35 PM UTC· resolved Sep 13, 2026, 12:49 AM UTC

1. investigating Sep 12, 2026, 06:35 PM UTC

   TigerConnect is currently investigating a detected issue affecting users being logged out of the TigerConnect application both Desktop and Mobile • Time Detected: 11 AM PT • Impact: Users are logged off, logging back is successful • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available.

2. investigating Sep 12, 2026, 07:43 PM UTC

   Tigerconnect continues to investigation the logout issue impacting TC Messenger . We have confirmed users are able to login back in immediately after the logout. If logged out, please use your login credentials to log back in for fully functioning application. If you need further assistance please contact support at [email protected] or at (650) 564-4722. • Time Detected: 11 AM PT • Impact: Users are logged off, logging back is successful • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available or at 1:30 PM PST.

3. investigating Sep 12, 2026, 08:30 PM UTC

   Tigerconnect continues to investigation the logout issue impacting TC Messenger . We have confirmed users are able to login back in immediately after the logout. If logged out, please use your login credentials to log back in for fully functioning application. If you need further assistance please contact support at [email protected] or at (650) 564-4722. • Time Detected: 11 AM PT • Impact: Users are logged off, logging back is successful • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available or at 2:30 PM PST.

4. investigating Sep 12, 2026, 10:01 PM UTC

   Our team continues to actively investigate the unexpected logout issue impacting users. We’ve confirmed that affected users are able to log back in immediately and regain full functionality. The team is currently focused on identifying the underlying cause and determining the appropriate path toward a permanent resolution. If you need further assistance please contact support at [email protected] or at (650) 564-4722. • Time Detected: 11 AM PT • Impact: Users are logged off, logging back is successful • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available or at 4:00 PM PST.

5. monitoring Sep 12, 2026, 11:36 PM UTC

   Our team has identified the issue and is actively monitoring. We are closely tracking user activity and logout behavior for any recurrence of the unexpected logout issue. At this time, affected users are able to log back in immediately and regain full functionality. We will continue monitoring the changes that have been made while the team works to validate the underlying cause. • Time Detected: 11 AM PT • Impact: Users are logged off, logging back is successful • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

6. resolved Sep 13, 2026, 12:49 AM UTC

   The issue has been resolved. • Status: Resolved 🟢 • Time Resolved: 1:00 PM PT • Duration: Approximately [X hours / X minutes] We apologize for any workflow disruption and thank you for your patience. If you continue to experience issues, please contact TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

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Started May 22, 2026, 02:24 PM UTC· resolved May 22, 2026, 03:00 PM UTC

1. investigating May 22, 2026, 02:24 PM UTC

   TigerConnect is currently investigating a detected issue affecting users logging into TigerConnect Physician Scheduling via SAML authentication. • Time Detected: 7 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

2. identified May 22, 2026, 02:53 PM UTC

   TigerConnect engineers have taken steps to address the cause of the issue affecting TigerConnect Physician Scheduling Login - services are beginning to normalize. • Time Detected: 7:51 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Fix/Mitigation Applied: 7:50 AM PT • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

3. monitoring May 22, 2026, 02:55 PM UTC

   TigerConnect engineers have taken steps to address the cause of the issue affecting TigerConnect Physician Scheduling Login - services are beginning to normalize. • Time Detected: 7:51 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Fix/Mitigation Applied: 7:50 AM PT • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

4. resolved May 22, 2026, 03:00 PM UTC

   The issue affecting TigerConnect Physician Scheduling has been resolved. All systems are operating normally. • Status: Resolved 🟢 • Time Resolved: 7:51 AM PT • Root Cause: A full post-incident summary will be provided upon request. We apologize for any workflow disruption and thank you for your patience. If you continue to experience issues, please contact TigerConnect Support: • Phone: +1 650-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

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Started May 06, 2026, 01:25 PM UTC· resolved May 06, 2026, 02:17 PM UTC

1. investigating May 06, 2026, 01:25 PM UTC

   TigerConnect is currently investigating a detected issue affecting Fast Deploys. • Time Detected: 5AM PT • Impact: Multiple users are receiving email fast deploys, this does not affect messages being sent or received while logged in • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 605-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

2. resolved May 06, 2026, 02:17 PM UTC

   We apologize for any inconvenience this may have caused. Our team has resolved an issue with the email delivery service related to a recent deployment. During this time, the core product and messaging functionality continued to operate as expected. If you have any questions or concerns, please contact our Support team.

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Started Apr 22, 2026, 12:20 PM UTC· resolved Apr 22, 2026, 02:56 PM UTC

1. investigating Apr 22, 2026, 12:20 PM UTC

   TigerConnect is currently investigating a detected issue affecting [Web/Desktop App Not loading]. • Time Detected: 5AM PT • Impact: Desktop app and web sessions are currently not loading messages, new logins will stay "loading" and not return any conversations • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 605-564-4722 • Email: [email protected] • Messenger: TigerConnect Admin

2. monitoring Apr 22, 2026, 12:30 PM UTC

   We have remediated the root cause and see performance starting to come back normal, we'll continue to monitor as functionality is fully restored

3. resolved Apr 22, 2026, 02:56 PM UTC

   This incident has been resolved.

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Started Jan 06, 2026, 01:44 PM UTC· resolved Jan 06, 2026, 08:50 PM UTC

1. investigating Jan 06, 2026, 01:44 PM UTC

   TigerConnect is investigating degradation in service affecting [slow login times, slow loading of your Inbox, search, and sending and receiving messages]. Another update will be provided in one hour.

2. investigating Jan 06, 2026, 03:08 PM UTC

   We continue to investigate an issue causing service degradation. Some users may experience slow login times, delayed inbox loading, reduced search performance, and delays in sending or receiving messages. Our teams are actively working to identify and resolve the issue as quickly as possible. We will provide another update within one hour.

3. monitoring Jan 06, 2026, 04:56 PM UTC

   We are pleased to report that the previously reported service degradation has been stabilized. Users should no longer experience issues with slow login times, inbox loading, search, or sending and receiving messages. Our teams will continue to monitor to ensure ongoing stability. If you experience any additional issues, please contact ProSupport at the following: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: Direct message to TigerConnect Admin

4. resolved Jan 06, 2026, 08:50 PM UTC

   We are pleased to confirm that the previously reported service degradation has been fully resolved and the incident is now closed. All affected services—including login, inbox loading, search, and message delivery—are operating normally. Stability has been confirmed, and active monitoring related to this incident has concluded. If you experience any new or unrelated issues, please contact ProSupport through one of the following channels: Phone: 650-564-4722 (or your Premium Support toll-free number) Email: [email protected] TigerConnect App: Direct message to your TigerConnect Admin

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Started Dec 18, 2025, 04:48 PM UTC· resolved Dec 18, 2025, 08:41 PM UTC

1. investigating Dec 18, 2025, 04:48 PM UTC

   We are currently experiencing sporadic delays in notifications delivery, and in some cases notifications may not be received at all across all device types. Our team is actively investigating, receiving, and triaging the issue to restore normal service as quickly as possible. We will provide another update within one hour. Thank you for your patience. TigerConnect Customer Support is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: direct message to TigerConnect Admin

2. investigating Dec 18, 2025, 06:10 PM UTC

   We are still actively investigating the intermittent notification delivery issue affecting all device types. Some users may continue to experience delayed or missing notifications while our team works to identify the root cause and restore normal service as quickly as possible. We appreciate your continued patience and will provide another update within the next hour. TigerConnect Customer Support remains available for questions or issue assistance through the following channels: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: Direct message to TigerConnect Admin

3. identified Dec 18, 2025, 07:10 PM UTC

   We do not believe the reported iOS notification issues are related to this incident and are reviewing those cases separately. For Android devices, our team has identified the root cause. We are currently assessing the full impact. As a precaution, we have begun rolling back the changes made yesterday. We will provide another update within one hour. Thank you for your patience. TigerConnect Customer Support is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: direct message to TigerConnect Admin

4. monitoring Dec 18, 2025, 07:41 PM UTC

   We have successfully rolled back the recent changes and are seeing notification delivery return to normal. Our team is continuing to monitor the system closely to ensure stability. TigerConnect Customer Support is available for any follow ups at the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: direct message to TigerConnect Admin

5. resolved Dec 18, 2025, 08:41 PM UTC

   The notification delivery issue has been fully resolved. At this time, no further action is required. If you have any questions or need assistance, TigerConnect Customer Support is available through the following channels: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: [email protected] TigerConnect App: Direct message to TigerConnect Admin

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Started Oct 20, 2025, 01:00 PM UTC· resolved Oct 20, 2025, 10:26 PM UTC

1. investigating Oct 20, 2025, 01:00 PM UTC

   Login to Tigerconnect and Tigerconnect Messaging could be failing because of AWS Autoscaling issues.

2. investigating Oct 20, 2025, 03:59 PM UTC

   We wanted to let you know that we are currently experiencing a service disruption caused by an outage at Amazon Web Services (AWS). AWS has reported increased error rates and latencies impacting multiple services, particularly in the US‑EAST‑1 region. What this means for you: - Some of our systems may respond slowly, fail to process requests, or appear unavailable. - Our team is actively monitoring the situation and working through alternative paths to restore full service. - AWS reports that the underlying DNS issue has been “fully mitigated,” though residual delays are expected while systems clear backlogs. - The following systems are not impacted TigerConnect Physician Scheduling, Critical Alerts, and Workflows and CareConduit consuming HL7 messages push notifications. - We appreciate your patience; your services are a top priority and we will continue to provide updates as we have them. Next steps: - We are keeping a close eye on the AWS Health Dashboard and internal logs to assess when full recovery is achieved. - We recommend retrying any failed actions after a short wait; in some cases the backlog is being processed and will complete shortly. Status pages: - For the most up‑to‑date information from AWS: AWS Health Dashboard – Service Health AWS Documentation - For our system status and updates, please refer to: https://status.tigerconnect.com/ Thank you for your patience and understanding. We will notify you again as soon as the service returns to normal operation. Please reach out to ProSupport at [email protected] for additional queries as our TigerConnect Admin and Phone system have been impacted.

3. investigating Oct 20, 2025, 05:31 PM UTC

   We continue to see throttling on our messaging services due to ongoing issues with AWS infrastructure. Our teams are actively applying mitigation steps to address network load balancer (NLB) health and are working to restore full connectivity across impacted AWS services. AWS Lambda is currently experiencing function invocation errors, as an internal subsystem was affected by the NLB health checks. Recovery steps are in progress to restore this internal Lambda subsystem. For EC2, some users may encounter instance launch failures. AWS has identified a fix and is in the process of validating it. Once confirmed safe, the fix will be deployed to the first Availability Zone (AZ). We are closely monitoring the situation and will continue to provide updates as progress is made.

4. investigating Oct 20, 2025, 07:58 PM UTC

   We continue to work closely with AWS. We will provide another update in an hour. Please reach out to ProSupport at [email protected] for additional queries as our TigerConnect Admin and Phone system have been impacted.

5. monitoring Oct 20, 2025, 09:39 PM UTC

   We are seeing significant improvement and services seem to be back to normal. We are completing testing and monitoring closely.

6. resolved Oct 20, 2025, 10:26 PM UTC

   Our performance testing confirms that all services have been fully restored and are operating normally. We will continue to monitor closely to ensure ongoing stability. If you have any questions or encounter any issues, please don’t hesitate to contact ProSupport. To assist with any concerns or lingering challenges, we’re extending our support hours today. 📞 Phone: (650) 564-4722 📧 Email: [email protected] Thank you for your continued patience and trust.

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Started Oct 20, 2025, 07:00 AM UTC· resolved Oct 20, 2025, 08:00 AM UTC

1. resolved Oct 20, 2025, 09:01 AM UTC

   TigerConnect is investigating a sporadic degradation in service that may affect login, sending, and receiving messages. Another update will be provided in one hour. https://health.aws.amazon.com/health/status?path=open-issues

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Started Sep 24, 2025, 08:37 PM UTC· resolved Sep 24, 2025, 11:59 PM UTC

1. identified Sep 24, 2025, 08:37 PM UTC

   Hello Team, We’ve identified an issue impacting all iOS versions due to a recent update Apple made to the Apple Push Notification Service (APNS), which has introduced an incompatibility with TigerConnect Notifications. Our engineering team is actively working on a resolution. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected]

2. identified Sep 24, 2025, 09:38 PM UTC

   Hello Team, TigerConnect continues working to address iOS Notification Issue. Please note that messages are being delivered successfully; however, notifications are not currently rendering. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected]

3. identified Sep 24, 2025, 10:43 PM UTC

   Hello Team, TigerConnect has identified a hotfix will be completing testing and confirm once it's deployed into Production. Please note that messages are being delivered successfully; however, notifications are not currently rendering. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected]

4. monitoring Sep 24, 2025, 11:47 PM UTC

   Hello Team, We have released the hotfix for iOS Notifications. We will continue to monitor. Please be sure to reach out to ProSupport if you are having issue. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected]

5. resolved Sep 24, 2025, 11:59 PM UTC

   Hello Team, We have resolved the issue Please be sure to reach out to ProSupport if you are having any issues. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: [email protected]

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Started Aug 11, 2025, 08:58 PM UTC· resolved Aug 12, 2025, 11:56 AM UTC

1. identified Aug 11, 2025, 08:58 PM UTC

   Our ticketing system is down and we cannot currently visualize tickets, if urgent assistance is required please call (650) 741-3555

2. resolved Aug 12, 2025, 11:56 AM UTC

   Our ticketing system is back online and we can continue to work tickets as usual

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Started Apr 07, 2025, 02:22 PM UTC· resolved Apr 07, 2025, 08:57 PM UTC

1. investigating Apr 07, 2025, 02:22 PM UTC

   We are currently experiencing an issue where roles in TigerConnect are not being assigned as scheduled. This incident has been identified and is being treated as a Priority 0 (P0) event. Our engineering team is actively working to resolve the issue. At this time, there is no estimated time for resolution (ETR). We will provide updates as more information becomes available. If you have any questions or need assistance, please contact our Support team.

2. monitoring Apr 07, 2025, 05:30 PM UTC

   We have identified the root cause of the issue affecting scheduled role assignments in TigerConnect. A fix has been developed, and our team is currently running a script to revert the impact. We are also reaching out individually to all impacted customers to confirm resolution. We appreciate your patience and will continue to provide updates as progress is made. If you have any questions or require immediate support, please contact our Support team.

3. resolved Apr 07, 2025, 08:57 PM UTC

   We have completed the fix and successfully reverted the issue for identified impacted customers. Our team will continue to monitor the system closely to ensure stability. If you continue to experience any issues, please don’t hesitate to contact our Support team at [email protected].

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Started Mar 12, 2025, 12:23 AM UTC· resolved Mar 12, 2025, 09:10 PM UTC

1. investigating Mar 12, 2025, 12:23 AM UTC

   Start Time: March 11, 2025, 17:00 CST / 16:00 PST Impact: Users may experience poor audio quality or choppy audio on VOIP calls between Android and iOS devices. Issue Summary: We are currently aware of an issue affecting VOIP call quality, specifically resulting in bad audio or choppy audio when connecting Android and iOS devices. This issue has been identified as originating from Twilio, our third-party telephony provider. Next Steps: We are monitoring Twilio’s status and working to assess the potential impact on our services. You can track their updates directly at Twilio Status Page. We will provide further updates as more information becomes available. Thank you for your patience. ProSupport Team

2. investigating Mar 12, 2025, 02:45 PM UTC

   The issue persists, and we have raised a case with Twilio to escalate the investigation. Our team is actively working with their support to identify the root cause and expedite a resolution. We will provide further updates as we receive more information from Twilio. In the meantime, you can monitor their status at Twilio Status Page. We appreciate your patience and will keep you informed. ProSupport Team

3. resolved Mar 12, 2025, 09:10 PM UTC

   Twilio has addressed the issue, and we are no longer detecting any further audio quality degradation on VOIP calls between Android and iOS devices. While the issue appears to be resolved, our team will continue to monitor performance closely to ensure stability. If you experience any further issues, please reach out to our support team by emailing [email protected]

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