» View Event Details | Created
Scheduled
Maintenance is scheduled for our Sapling UK clients on 4th Nov 2024, 05:00 AM - 07:00 AM UTC including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Post-Mortem
Between 11:50 - 12:50 GMT on 08.11.2024, users of Kallidus Learn in the UK will have experienced issues loading the application.
Preliminary root cause: Kallidus engineers discovered a system defect, following an out-of-hours deployment, of new functionality on the morning of 08.11.2024. This defect was not discovered until later in the day when the offending system area interacted with the underlying infrastructure for the first time. This resulted in performance declining as usage ramped up, leading to the access issues experienced by many customers.
Once identified as the cause, the deployment was rolled back. This in turn decreased performance overhead and normal service resumed within the hour. We also took steps to clear any cached browser code that could have caused issues for any users who had attempted to access when the service was disrupted.
We have reviewed our processes for improvements and have identified some key steps we can take to mitigate for the future.
Please accept our apologies for any inconvenience caused by this disruption and thank you for your patience whilst we resolved this issue.
Resolved
This issue has been resolved, and normal service has resumed. We will share details of the root cause on this page soon.
Thank you for your patience whilst we resolved this issue and please accept our apologies for any disruption caused.
Update
We have identified the cause of this disruption and are in the process of resolving it.
Thank you for bearing with us while we work on this.
Update
We are aware that some customers cannot access their Kallidus site, and are prioritising this investigation along with reports of slowness.
Thank you for your ongoing patience whilst we work to resolve this and please accept our apologies for any inconvenience caused.
Investigating
We are investigating reports of slower than usual performance across Kallidus products, and issues accessing some components of Kallidus Learn.
We will keep this page updated with our progress and apologise if you are impacted.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Post-Mortem
Between 00:00 20-11-2024 and 18:48 22-11-2024 (BST), Sapling customers in the UK will have experienced issues in Sapling where documents would not show up-to-date document statuses for signed documents, due to an unexpected outcome of routine maintenance to our application configuration. The ability to assign, view and sign documents remained functional during this time. We have added additional checks and monitoring for future changes as a result of this issue. Please accept our apologies for any disruption caused and thank you for your patience whilst we resolved the issue.
Resolved
Our engineers have deployed a fix and the document services should start to return to normal.
An RCA for this incident will be available against this incident soon.
Update
Our engineers have identified the fault and are now working on a rolling out a solution. Please check back here for updates as we release them.
Investigating
We are aware of an issue with Sapling across our UK customer tenant base where submitted documents are sticking in an 'in progress' status and not accessible to administrators.
Documents can still be assigned
Documents can be signed
However, post-signing processes are currently being queued.
Our engineers are working to resolve this issue and further updates will be posted here.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.