Teem Detailed Root Cause Analysis – Severity 2 – May 9, 2023

Unable to Access Teem via Outlook Plugin

Description:

On May 9, 2023, multiple customers began reporting the inability to access Teem through the Outlook Plugin. When trying to access Teem through the plugin, customers were presented with the following error, “"Unfortunately, we were unable to associate your external account with Teem. Contact your administrator for help."

Type of Event:

Service Disruption

Services\Modules Impacted:

Production

Timeline:

On May 9, 2023, at 9am, MST an initial report was submitted to customer support about the inability to access Teem through the Outlook Plugin. Around the 11 o’clock hour, additional customers began to report the same issue and all customers were notified that we are currently investigating the issue via Status Page. Around 4:01pm MST, the issue was identified and implemented by our engineering team and our Status Page was updated to a Monitoring Phase. Customers began to confirm the resolution and there were no additional reports to Teem Support. Our Status Page was updated from Monitoring to Resolved at 8:45pm, MST.

Total Duration of Event:

11hrs 45mins

Root Cause Analysis:

The team identified an internal process that involved certificate updates.

Preventative Action:

Internal teams are actively researching preventative analysis. However, if this issue happens in the short term, another internal process has been put in place to quickly resolve this issue.