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Degraded Performance
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Dec 8, 2025
RESOLVED: Smart Cloud Customers in NCUS region are facing intermittent Connectivity issues.
Resolved - Incident Timeline:
Problem first reported: 8:00 AM Central time on 11/25/2025
Problem resolved: 08:30 AM Central Time on 11/25/2025
Problem re-occured at: 06:40 AM Central Time on 11/26/2025
Problem resolved at: 06:45 AM Central Time on 11/26/2025.

Root Cause: The issue occurred as the Primary node of the network device in the NCUS region stopped responding and did not fail over in a graceful way to the secondary node. The unresponsiveness is currently attributed to a recent upgrade of the network software which impacted the way it handled a surge in web traffic.

Resolution: Rebooting the impacted network device has resolved the issue and restored normal operations.

Prevention: The following steps were taken:
1. The resources on the Network devices have been increased to reduce the possibility of inconsistent load causing the issue to reoccur.
2. Alerting has been verified to ensure the rights teams are able to act with minimal downtime if manual intervention is required.
3. The Smart Cloud team is actively engaged with the network software vendor to understand the issue with the software release and to work on a fix.
Dec 8, 15:04 UTC
Monitoring - We have implemented a fix and the issue is now resolved. Please clear your session and re-attempt to connect to the application. Please contact support if you are still seeing issues.
Nov 25, 14:42 UTC
Investigating - WE are currently receiving reports that Smart Cloud Customers in the NCUS region are facing connectivity issues across multiple products. We are aware of this issue and are actively working on this.
Nov 25, 14:19 UTC
Dec 7, 2025

No incidents reported.

Dec 6, 2025

No incidents reported.

Dec 5, 2025

No incidents reported.

Dec 4, 2025

No incidents reported.

Dec 3, 2025

No incidents reported.

Dec 2, 2025

No incidents reported.

Dec 1, 2025
RESOLVED: Smart Completions customers in NCUS region are unable to login
Resolved - This incident has been resolved.
Dec 1, 13:28 UTC
Update - Please find the Root cause analysis for this incident:

Root Cause: The issue was seen to be related to changes made in WAF (Web Application Firewall) cookie settings which were part of a recent software update of NetScaler in the Smart Cloud environment in the NCUS region.

Resolution: The cookie settings causing the issues were disabled and this has resolved the issue seen with the applications.

Prevention: The Smart Cloud team is working with the vendor to understand how this happened and to prevent recurrence of this issue
Nov 26, 15:32 UTC
Monitoring - We have implemented a change to resolve the issue and the customers should be able to login to the application now. Please raise a siupport case if you are still seeing issues.
Nov 24, 14:30 UTC
Investigating - We have received reports that Smart Completions customers in North Central US region are unable to login to the application. We are gathering details and investigating this issue.
Nov 24, 14:08 UTC
Nov 30, 2025

No incidents reported.

Nov 29, 2025

No incidents reported.

Nov 28, 2025

No incidents reported.

Nov 27, 2025

No incidents reported.

Nov 26, 2025
Nov 25, 2025
Nov 24, 2025
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