Doxyme Status

**Summary of event:** On March 23, doxy.me experienced intermittent service disruptions during a planned system upgrade. A combination of internal issues and a third-party service issue led to degraded performance throughout the day. **Incident Classification:** Service disruption caused by a combination of internal system changes and a third-party service issue. This was not a security breach. **Business impacts:** Some users experienced dropped calls, difficulty accessing History and Analytics, and issues with Custom Waiting Rooms. **Data Impact:** No evidence of unauthorized access, disclosure, or loss of customer data or PHI. Some data was temporarily unavailable during the incident but has been fully restored. **Root cause:** The disruption was caused by overlapping issues, including a third-party service not updating correctly, delays in loading History, and a migration issue affecting some settings. **How the issue was resolved:** Our team deployed fixes throughout the day and paused the upgrade to prevent further impact. Service returned to normal after all issues, including the third-party issue, were resolved. **Preventative next steps:** We are improving our system upgrade process, strengthening safeguards around third-party services, and enhancing monitoring to respond more quickly in the future.

The issue impacting provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

The issue preventing provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

This incident has been resolved. All login and authentication services are now operating normally.

The AWS issue has been resolved and all doxy.me services are now functioning normally.

After a period of monitoring, we have confirmed SMS appointment invites are sending normally and the issue is resolved.

The issue preventing provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

**Summary of event** On April 28, our monitoring system detected a sharp slowdown in platform performance, preventing some users from accessing doxy.me. This disruption lasted for approximately 35 minutes before service was restored by increasing system capacity. **Business impacts** During the incident, users were unable to access doxy.me for telehealth sessions, leading to delayed or missed appointments and interruptions in patient care. **Root cause** A recent system update unintentionally lowered the number of active servers. Because this deployment occurred after our daily resource allocations, the platform did not have sufficient capacity to handle the level of traffic, resulting in degraded performance. **How the issue was resolved** Once the root cause was identified, our engineering team increased the number of active servers. This promptly reduced system load and restored access for users. **Preventative next steps** * Update deployment procedures to appropriately size server capacity at the time updates are launched * Improve intra-day automated resource allocations and real-time monitoring

The issue causing the app outage has been fixed and the system is now fully operational. All apps are functioning normally. A post-mortem report will be provided in the coming days.

We recently encountered an issue that prevented patients from appearing in their provider's waiting room queue. This issue has now been resolved, and patient check-in is functioning as expected. A post-mortem report will be provided in the coming days.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.