Eptura Workplace Detailed Root Cause Analysis | Severity 2 | October 23, 2023  

SSO Certificate Failed 

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We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. 

Description: 

On October 23, at approximately 9:30am EDT, support received multiple reports of calendars not syncing events due to an SSL error.

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Type of Event: 

Performance Degradation 

Services\Modules Impacted: 

Production: Calendars 

Timeline:

On October 23, at approximately 9:30am EDT, support received multiple reports of calendars not syncing events due to an SSL error. After a short investigation support was able to replicate this issue and all customers were notified of the disruption via Status Page at 9:33am EDT. 11:07am EDT internal teams have identified the issue and began working on the fix. At 11:33am the fix was implemented, and the status page was updated to a monitoring phase. As not additional reports were received, and customers confirmed the resolution the status page was updated to a resolved phase at 1:56pm. 

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Total Duration of Event: 

2hrs 3mins 

Root Cause:  

Internal teams found a certificate that expired on the exchange adapter for Teem. 

Preventative Action:  

 Internal teams continue to monitor all systems and have created internal processes to ensure alerts are set up to prevent this from happening in the future.