Incident:
26th August, 2024: Some customers may have experienced elevated levels of latency while using our CS-US1 application.

Root Cause:

• There was an increased frequency of database calls tied to a recent hotfix. The increased traffic was intermittent but led to slower API response times and thus impacted customer experience from browser.
• Customers in CS-US1 may have experienced the latency while browsing. Impact was relatively less for our CS-US2 and CS-EU regions.
• Sanity testing in lower environments did not initially produce this issue which was only observed with production traffic in US1.

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Recovery Action:
Once the source was identified, a subsequent fix was applied which restored performance to expected levels.

Preventive Measures:
The mentioned fix has resolved this issue. We will continue to review and learn from issues like this in effort to provide the best possible customer experience. Please contact support@gainsight.com if there are any questions.