[Incident Report] SignTime eSignature Service Disruption
Thank you very much for using SignTime.
We wanted to provide an update on the cause of the SignTime esignature service disruption and the steps we have taken to mitigate any future recurrence.
Incident
SignTime e-signature service disruption
Dates
1. July 12, 2024 at 14:55
2. July 16, 2024 at 08:36
Impact Services
1. SignTime application, websites, help centers, and email services.
2. All services accessed through app.signtime.jp.
Cause
1. Google Domains was acquired by Squarespace, who migrated all customer accounts and registered domain name information to their services after the purchase. Although the SignTime service itself was unaffected, no traffic could reach SignTime when the DNS information became inaccessible following the migration.
2. After the SignTime services were restored, app.signtime.jp, which was used as a temporary workaround, was inaccessible for a short period of time.
*According to our internal investigation.
Immediate Response
1. Released app.signtime.jp for SignTime applications, allowing users to log in, create, send and sign documents until signtime.com could be restored.
Response Timeline
1. signtime.com Status:
– July 12, 2024, 18:00: Released temporary workaround (app.signtime.jp)
– July 12, 2024, 22:18: Restored app.signtime.com (api.signtime.com)
– July 12, 2024, 22:18: Restored signtime.com email services
– July 13, 2024, 07:33: Restored access to help center (support.signtime.com)
– July 13, 2024, 13:06: Restored access to website (www.signtime.com)
2. signtime.jp Status:
– July 16, 2024, 11:23: Restored app.signtime.jp (api.signtime.jp)
Recurrence Prevention
- Reviewed Domain Manager: Migrated the two domains signtime.com and signtime.jp to different DNS providers and enhanced monitoring.
- Permanent Parallel Operation of .com and .jp: Both domains will operate in parallel to minimize impact in case one becomes unavailable.
- Support System Review: Reevaluated notification methods to alert users quickly if a similar case arises.
- Enhanced Application Monitoring System: Enhanced monitoring systems to alert administrations early of any trouble so they can take swift action.
We deeply apologize for the inconvenience caused by this incident and are committed to improving our monitoring capabilities to prevent any future occurrences.
Thank you for your continued support of SignTime.
