Active Incident

Updated a few seconds ago

Incident Status

Operational

Components

SMS / Text Messaging

Locations

Primary Data Center, Webtest Environment



September 27, 2022 11:52AM EDT
[Investigating] Our text messaging provider has informed us of delays with text message deliveries. We will keep you informed as we get updates.

September 27, 2022 1:47PM EDT
[Investigating] We are still awaiting further word from our messaging provider and have escalated as possible to try to understand resolution time. Thanks for your patience.

September 27, 2022 2:01PM EDT
[Identified] Our messaging provider just informed us that they have identified the problem and are implementing a fix.

September 27, 2022 2:29PM EDT
[Monitoring] Our provider has informed us a fix has been implemented and we may be seeing some improvements in deliverability.

September 27, 2022 4:23PM EDT
[Monitoring] We have escalated to our vendor again on the SMS 'fix' they implemented, as we are not yet seeing any improvement in delivery.

September 27, 2022 7:28PM EDT
[Monitoring] After escalation with our messaging provider, text messages do seem to be getting delivered now, but SIGNiX will continue to monitor the situation.

Signing




Operational

API / Integration




Operational

Wizard / MyDoX Submission




Operational

Authentication




Operational

Webtest Environment




Operational

SMS / Text Messaging




Operational

Zoom Online Meeting Integration




Operational

Email Delivery




Operational

External Services

SIGNiX Apdex

0.98 Apdex




SIGNiX Apdex

0.98 Apdex




SIGNiX Apdex

0.98 Apdex




Scheduled Maintenance

Schedule

October 7, 2022 8:00PM - October 9, 2022 8:00PM EDT

Components

Signing, API / Integration, Wizard / MyDoX Submission, Authentication, Webtest Environment, SMS / Text Messaging, Zoom Online Meeting Integration, Email Delivery

Locations

Primary Data Center, Webtest Environment

Description

SIGNiX is dedicated to providing a fast, reliable, and secure digital signature and remote notarization platform. SIGNiX is always making improvements to its software and underlying components to deliver on those promises to all of you, our customers. As part of this effort, SIGNiX is migrating its software from its current datacenter location to a new one hosted via Amazon Web Services, also known as AWS. This transition will bring: -Better performance and reliability -New opportunities for growth and reporting -Higher levels of flexibility for development -Better economies of scale SIGNiX has identified FRIDAY, OCTOBER 7th as our target start date for the migration to Amazon Web Service (AWS). We will be taking our entire service offline beginning at 8pm Eastern time on Friday, October 7th with the transition process expected to last through Sunday. During this time, users(submitters, signers, admins, etc.) will not have access to any SIGNiX functionality (sending transactions, signing, accessing documents, downloading docs, etc.).  We want you to be aware of this extended downtime so that you can plan and schedule your SIGNiX activities around our transition.   Your data will not be affected, and there will not be any changes to the look of the software or any features. We are simply changing the location of our datacenter and the provider through which we deliver services. Similarly, no changes will be needed from you to continue your SIGNiX services, unless we’ve already notified you otherwise. The website for SIGNiX will not be changing, and your saved bookmarks and links will work just as they always have. Transactions and documents sent out for signature before the migration should be accessible just as easily after the migration. All information regarding the migration, as well as status updates, will be communicated via our status page: https://www.signix.com/trust-system-status A Frequently Asked Questions (FAQ) document has also been prepared and is accessible via our support page at: https://knowledge.signix.com/helpcenter/signix-october-2022-migration-faq During the transition, if the SIGNiX team sees any reason for concern, we will revert back to the existing datacenter. In this case, we will communicate a new date to complete the migration, which would likely be 2 weeks after October 7th (therefore, the weekend of October 21st).  We recommend submitting support issues through your team/support leader (if applicable), who in turn will collect clients’/users’ reported issues, obtain detailed information (error with screenshot of entire screen, transaction name, where/when the error is happening and to which signer/submitter), summarizing and opening a ticket with SIGNiX via customersupport@signix.com.  Let us know if this is affecting every single user or just specific ones, and we’ll queue it accordingly.   Should there be any issues, SIGNiX customer support will be ready to handle issues in the order they are reported to us. Please note that response times may be delayed for the first few days following the transition. Please be patient with our diligent team and provide the specific information we request. We'll be working with you and your teams to help resolve any issues as quickly as possible. Not providing detailed information will make resolution of your issues more difficult (and therefore delayed) until we receive what's needed. Thank you for placing your trust in SIGNiX. We look forward to playing a growing part in your future success!

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