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We are currently experiencing elevated error rates with Salesforce integrations. Our engineering team is working to identify the root cause and implement a solution.

We've had success restoring Salesforce connectivity by editing Salesforce Connections and reconnecting them. If you are still experiencing issues after reconnecting, please contact support.

Salesforce connectivity has been restored. Customers with broken Salesforce Connections are required to reconnect their Connection, after which functionality will return. If you are still experiencing issues after reconnecting, please contact support.

We are experiencing an elevated level of errors generating documents, and are looking into the issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

An upstream provider, Amazon Web Services, is currently experiencing an issue. Degraded performance is occurring across the TrueContext platform. We are working continuously to bring the service back to fully operational status.

The TrueContext service is fully recovered and operational again. We will continue to monitor in case of any changes.

This incident has been resolved.

We are currently investigating this issue.

The issue has been identified and a fix is being implemented.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

**Service Degradation Update - October 1-2, 2025** Given the service degradation over the past two days, we wanted to provide detail on what happened and our path forward. **Incident 1 - October 1** At 11:30am EDT, we detected excessive pressure on our persistence store. We immediately rolled back a change released earlier that morning and performed manual actions to reduce system pressure. Service incrementally recovered to normal operation within one hour. We removed all changes from the prior 24 hours to investigate further, and those changes currently remain removed. **Incident 2 - October 2** At 10:00am EDT, approximately 30 minutes after deploying a new changeset, we noticed degraded response times, though not as severe as the prior day. We immediately initiated a rollback, which did not resolve the issue. A second, more extensive rollback also had no effect. Further analysis indicated the issue was likely triggered by increased activity volume during weekday morning hours rather than our code deployments. Given the reduced severity of this incident, we were able to investigate more thoroughly while maintaining acceptable service levels. We manually restored full system operation by early afternoon. **Current Status and Next Steps** * We have identified potential root causes and are actively investigating * Out of an abundance of caution, all code deployments are paused until we conclusively identify the root cause * We are implementing additional monitoring to detect similar issues earlier * We have created an additional response playbook with mitigation measures to resolve this type of incident more quickly We apologize for the disruption this has caused. We are committed to identifying and safely resolving the underlying root causes to prevent recurrence.

We are currently investigating this issue.

We are continuing to investigate this issue.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

Our team has identified an increase in errors and have applied a fix that is rolling out across our servers.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We've identified the cause of a submission processing issue and are now working to return the service to normal operation.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

The site is currently experiencing a higher than normal amount of load, and may be causing pages to be slow or unresponsive. We're investigating the cause and will provide an update as soon as possible.

This incident has been resolved.

A downstream provider used for single sign-on (SSO) is currently experiencing a service disruption. This may impact access to corporate login functionality in TrueContext across the portal and mobile applications. We will continue to monitor the SSO provider's status and will provide an update as soon as possible. TrueContext log in service is not affected by this disruption.

A downstream provider used for single sign-on (SSO) is currently experiencing a service disruption. This may impact access to corporate login functionality in TrueContext across the portal and mobile applications. We will continue to monitor the SSO provider's status and will provide an update as soon as possible. TrueContext log in service is not affected by this disruption.

Our systems are reporting SSO login functionality has been restored. We will continue monitoring.

This incident has been resolved.

We are aware of and investigating an issue with establishing connections to Microsoft services. Our engineering team is actively working to resolve the issue.

We are continuing to work on a fix for this issue.

We have deployed a fix that restores connectivity to Microsoft services and are monitoring activity. You may need to reconnect Microsoft connections configured for your team. Instructions on reconnecting can be found in our documentation here: https://support.truecontext.com/hc/en-us/articles/4406637825300-How-to-Re-Connect-an-Expired-Connection

This incident has been resolved.

We are experiencing an increased number of errors when generating documents. The issue has been identified, and we are actively applying a fix

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We have identified delays in processing scheduled exports, and are actively investigating. Messages are currently queued and will process once we resolve the issue.

A fix has been implemented and we are monitoring the results.

Delays in processing have been resolved and all scheduled jobs impacted by the incident have been processed successfully.

We are currently experiencing a service disruption. Our engineering team is working to identify the root cause and implement a solution.

We have identified the root cause of the issue and are actively working to restore the service.

Services look to be recovered. We will monitor for a short time before marking the incident completely resolved.

Services are completely operational and the issue is now resolved.

Between 1:05 PM EST and 8:35 PM EST we experienced an elevated level of intermittent errors generating documents. The issue has been identified and fixed.

We are experiencing an elevated level of errors generating documents. Our team is actively investigating the issue and working to restore services as quickly as possible.

We have identified the root cause and are in the process of recovery. Some rendering is working again and we will update again when we are fully operational.

We have implemented a fix and services are fully operational. We apologize for the inconvenience this may have caused.

This incident has been resolved. We experienced a service disruption beginning July 10, 11:59 AM EDT. During this period, users were unable to log into the web portal and processing submissions may have been delayed. A fix was implemented and the incident was resolved at 12:04 PM EDT.

We are aware of ongoing processing delays and errors with some submissions that were sent during our processing delay incident on Apr 8, 2024 between 12:51 PM and 7:13 PM EST. We are actively working on a resolution to process these items, and continue to investigate any other issues resulting from the processing delays.

We have implemented a fix for submissions sent during the processing delay incident that remained in a failed state. These submissions are now being processed. We will provide an update when this operation completes.

Delays in submission processing have been resolved and all submissions impacted by the incident have been processed successfully.

We have identified delays in data source fetches, destination processing, and scheduled jobs and are actively investigating. Messages are currently queued and will process once we resolve the issue.

The issue has been identified and a fix is being implemented.

We are continuing to work on a resolution for processing delays. Thank you for your patience.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are experiencing an elevated level of API errors and are currently looking into the issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are currently experiencing a service disruption. Our engineering team is working to identify the root cause and implement a solution. We are observing issues when accessing newly created customer feedback forms.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.