[ L1/Performance Issues]: Albert working on oncall

Update timeline

1. identified Nov 19, 2020, 09:45 PM UTC

   On 11/19/2020 , beginning at 13:45 PST, Welkin Health began experiencing performance issues, causing Welkin customers to experience slowness in Care Portal We will be posting regular updates until this is resolved. The Welkin Engineering Team will be working to resolve the underlying issue as well as identify and re-run any jobs that were impacted during this time frame. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team

2. monitoring Nov 19, 2020, 09:46 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Nov 19, 2020, 09:47 PM UTC

   Service Performance Incident Summary: On [DATE], beginning at [TIME], Welkin’s ______ began experiencing performance issues, causing Welkin customers to ________. The root cause of the outage was ________. The service incident was initially resolved by the Welkin Engineering Team on [DATE] at [TIME] US/Pacific Time, approximately ____ hour and ___ minutes after the incident began. To resolve the issue, Welkin _________. Plans to Prevent This in the Future Welkin plans to _________. Impact on Customer Experience During the time of the above service issues, Welkin coach users were unable to ___________. In tandem, our Welkin Technical Support Team was responsive to inbound customer tickets throughout the time of these service performance issues. On behalf of our team here at Welkin, please accept our apology for the service impact that your team likely experienced. We strive to deliver an exceptional experience for our customers and continue to implement changes in order to meet that standard. Please do not hesitate to reach out with any additional questions or feedback regarding the service performance issues. Thank you, The Welkin Team