Provider
DocusignIncident detail
High latency affecting send and sign across production environments (Incident 5741)
Resolved incidentMajor1 affected service
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Timeline
Incident updates
Every update on the official status source, oldest to newest, exactly as it appeared there.
Investigating
We are currently investigating high latency affecting the Signing API across production environments NA1, NA2, NA3, and NA4. Teams are engaged and investigating recent deployments to determine if a rollback is possible for mitigation.
Investigating
Teams are now investigating the settings-service while working on a forward fix and root cause investigation, in parallel. We have seen a decrease in latency for impacted customers, however both send and sign are still in a degraded state.
Resolved
Teams determined that elevated latency and errors affecting database operations were the result of a recent configuration change. The change triggered an unexpected chain reaction causing degradation across send and sign. Teams rolled this change back, and the spike returned to baseline shortly after. Impact occurred from 2026-09-09 00:42 AM UTC to 2026-09-09 03:12 AM UTC.
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