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Service Incident

Service Incident: Partial Outage on May 4-5

Incident Report Update: Partial Activity Capture Disruption

Status: Resolved

Window 1: May 4, ~4:30pm – 6:30pm ET

Window 2: May 5, ~3:15pm – 5:00pm ET

Impact: A limited subset of activity events may not have been captured during these windows. Affected sources varied by day (see below).

Summary

We experienced intermittent partial outages affecting activity capture during the two windows above. The disruption was driven primarily by a sharp increase in system load tied to rapid user growth, compounded by an unforeseen slowdown from one of our upstream Microsoft services.

Login, billing entry review, export, and core application functionality remained available throughout. No customer data was lost or compromised outside of the limited activity-capture gap described below.

Root Cause

A rapid increase in system load exceeded capacity headroom during peak hours on May 4 and May 5. This was compounded by elevated latency in an upstream Microsoft service, which extended the impact window on both days. Capacity has been expanded and additional safeguards put in place to prevent recurrence.

What This Means for You

  • Activity capture is now fully operational
  • Core application functions (review, edits, exports, billing guidelines) were unaffected
  • A limited number of activity events from the windows above may be missing from drafts
  • May 4 (~4:30pm – 6:30pm ET): affected sources include the Desktop App (Adobe, Word) and Chrome
  • May 5 (~3:15pm – 5:00pm ET): affected sources include the Desktop App (Adobe, Word) and Chrome

Recommended Action

Please carefully review draft entries for May 4 and May 5 during the windows above and add any missing time manually. Reach out to support if you'd like help reconciling.