We recently addressed issues affecting Box Sign. We would like to take this opportunity to further explain these issues and the steps we have taken to prevent them from happening in the future.

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Between 4:30 PM and 8:00 PM on August 20, 2023, August 23, 2023 and August 27, 2023, some users might not have been able to fully utilize the functionality of Box Sign.

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Analysis

We recently migrated certain functionality to a new platform as part of our ongoing efforts to enhance performance and stability. However, during the rollout process, there was an oversight in scaling up a dependent service appropriately. As a result, requests from Box Sign were rejected because it was utilizing the same shared service. We resolved this issue by scaling out the necessary dependent service.

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Corrective Actions

The following corrective actions have already been completed or are planned:

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• Increase server capacity for all relevant services to handle traffic surges during peak times.
• Improve monitoring system to detect potential issues before they impact user experience or cause any degradation in quality of service.

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We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. 

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Sincerely,

The Box Team