CS - US1: Investigating Elevated Error Rates

Incident:
27th May, 2025: Some customers may have experienced elevated levels of latency or issues logging into our CS-US1 application.

Root Cause:
A previously undetected cache issue was discovered. This issue caused increased latency for some services.‌
Recovery Action:
As alerts were received, we blocked queues to investigate. Once the source was identified, a fix was applied which restored performance and availability. Queues were unblocked once stability was confirmed.

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.