Related to a previous incident regarding permissions - an increased use of the mass update advanced tool was seen on the morning of Wednesday 9/8/23. While monitoring the situation, it became apparent that the increase was causing slowness that would not resolve itself quickly enough to provide resolution to our customers.

The decision was made to pull FV down for 15 minutes in an attempt to allow the system to recover and ensure performance could be regained in a speedy manner.

• Pop-ups were set in the FV platform

• The status page was updated

• A mass email was sent to the Org Admins of our affected customers

• Our internal teams and partner network was alerted of this decision so that they could relay directly to customers.

While the slowness began to resolve itself holistically, a doc gen queue began to increase as a result of our customers submitting 3x the number of doc gen requests when compared to a typical day. Additional resources were deployed to clear this queue. The queue was resolved around 5:00 PM EST.

An internal after-action review will be conducted shortly to discuss efforts to rectify this issue for the future, prevent its recurrence, and identify steps for quicker resolution and better communication to our customers in the future.