We recently addressed an issue that impacted the performance of Box features in your enterprise. We would like to take the opportunity to further explain this issue and the steps we have taken to keep them from happening in the future.

Between November 1, 2022 at 4:40 PM PDT and November 2, 2022 at 8:08 PM PDT, users in your enterprise may have experienced difficulties while working in Box. This issue occurred as a result of missing a critical step in a regular database maintenance procedure, which resulted in missing indices on the file table. As a result, the File Requests service experienced some latency. Additionally, Workflow Tasks users experienced an outage that manifested as UI errors. The issue was remediated by adding back indices to the file table. Because this remediation was time consuming, some users in your enterprise may have experienced degraded performance until November 2, 2022 at 8:08 PM PDT.

Corrective Actions

The following corrective actions have been completed or are planned:

• Adding validations to ensure no steps are missing during maintenance procedures;
• Creating additional alerting to identify similar issues ahead of time;
• Improving our rollback plan to facilitate reversion of similar changes to minimize remediation time;
• Adjusting our procedure to improve testing of changes on a node before deploying the change to production;

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.

Sincerely,

The Box Team