Incident:
Between 16:14 and 17:16 UTC on the 13th of March, CS-US1 customers may have experienced errors while trying to log into the application. Users who were already logged into NXT tenants or using the SFDC version of Gainsight were not affected. Others may have experienced slowness while logging in.

Root Cause: This was caused by a widespread network connectivity issue with an upstream Cloud Provider tied to Authentication Services used by our applications.

Recovery Action: While the Service Provider evaluated manual failover, the network issue at Cloud Provider level was resolved before further action was required. ‌

Preventive Measures:
The upstream Service Provider is reviewing their detection logic and has enhanced their monitoring mechanisms to identify issues like this moving forward.