Incident:
12th February, 2024: Between the times of 6:30 PM and 7:00 PM UTC, some CS-US1 customers may have experienced intermittent delays in application load times.

Root Cause:
The issue was result of query enhancements introduced in the latest release. This caused unexpected API latency which affected multiple areas of CS-US1. Application resiliency measures were effective in maintaining availability but there were still periods of poor performance, especially between 6:48 PM and 7:00 PM UTC.

Recovery Action:
Once the source was identified, the related functionality was rolled back which restored performance to expected levels. A hotfix was applied on the 14th of February for final resolution.

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.