Gainsight CS - US1 - Degraded Performance
Incident Report for Gainsight

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 if there are any questions.

Posted Feb 16, 2024 - 14:45 UTC

This incident has been resolved. We will post RCA details as they become available.
Posted Feb 12, 2024 - 19:39 UTC
A fix has been implemented and we are monitoring the results.
Posted Feb 12, 2024 - 19:05 UTC
The issue has been identified and a fix is being implemented.
Posted Feb 12, 2024 - 19:00 UTC
We are continuing to investigate this issue.
Posted Feb 12, 2024 - 18:48 UTC
We are investigating reports of degraded performance in CS-US1.
Posted Feb 12, 2024 - 18:44 UTC
This incident affected: Gainsight CS - US1 Region (Gainsight CS US1 Application).