On 07/28, customers encountered issues related to being unable to open patient charts, preview or lock clinical notes, as well as uploading or downloading documents.
All times are in PST.
|Support tickets come in from customers having issues with opening patient charts, previewing or locking notes, including uploading and downloading documents.
|An internal communication channel is opened to coordinate with the engineering team.
|Status page is created and set to investigating status.
|The issue has been identified as a 3rd party outage and they confirm that they have resolved the issue.
|Status page is set to monitoring status
|Our 3rd party web service provider confirms that their services are back to operational status.
|Some impacted customers confirm that the issue is resolved on their end.
|Status page is set to resolved.
Our system's reliance on Rackspace caused their outage to affect our systems.
No direct operational changes were done, however our DevOps team monitored the 3rd party outage very closely to be constantly updated on when the issue is resolved.
Ongoing efforts are in place to migrate out of Rackspace which is expected to improve our platform’s performance.