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Incident History

Privacy Request Intake Forms Experiencing Slow Load Times

Jan 8, 14:15 PST
Resolved - This degradation has been resolved. All Privacy Request intake forms are loading at normal speed.
Jan 8, 12:20 PST
Investigating - We’re currently investigating an issue causing Privacy Request Intake Forms to load more slowly than expected. Forms are still loading and functional, but users may experience increased load times. We’ll share updates as we learn more.
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Direct Contact Form Submission Error

Aug 26, 13:39 PDT
Resolved - This issue has been resolved!
Aug 26, 12:56 PDT
Monitoring - A fix has been implemented and we are monitoring results.
Aug 26, 11:16 PDT
Identified - The issue has been identified and we are working on a resolution.
Aug 26, 09:58 PDT
Investigating - Some customers have reported Direct Contact Processors are unable to submit request results. We believe this to be an isolated issue and are urgently investigating.
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DataGrail Scheduled Maintenance

Mar 14, 19:37 PDT
Completed - The scheduled maintenance has been completed. All systems are fully operational.
Mar 14, 19:35 PDT
Verifying - Verification is currently underway for the maintenance items.
Mar 14, 19:08 PDT
In Progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 14, 19:07 PDT
Scheduled - Scheduled maintenance is currently in progress. We will provide updates as necessary.
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Access to DataGrail via Okta SSO Impacted

Nov 12, 12:30 PST
Resolved - This incident has been resolved. All customers using Okta SSO to access DataGrail can do so successfully.
Nov 12, 12:11 PST
Identified - The issue has been identified and a fix is being implemented.
Nov 12, 11:49 PST
Investigating - We are currently investigating an issue where customers utilizing Okta SSO for access to DataGrail are unable to successfully login and see a 403 error message. We will update again when we know more.
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Intake Form Submission Errors

Aug 12, 11:31 PDT
Resolved - This incident has been resolved and all users are able to submit Privacy Requests.
Aug 12, 10:28 PDT
Identified - Users are experiencing an error when attempting to submit a Privacy Request. The issue has been identified and we are working on resolution.
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Trouble logging into DataGrail via Microsoft SSO

Apr 6, 18:59 PDT
Resolved - This incident has been resolved and users with Microsoft SSO can now login to DataGrail successfully.
Apr 6, 16:37 PDT
Identified - We have identified an issue with logging into DataGrail via Microsoft SSO only. We are actively investigating and will post updates as we learn more.
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Direct Contact Integrations Closing Requests without Completion after 14 Day Due Date

Oct 11, 16:42 PDT
Resolved - This incident has been resolved.
Oct 11, 14:29 PDT
Identified - We have identified an issue with Direct Contact Integrations that have reached their 14-day expiration date and are set to "Contact My Team". We are actively investigating and will post updates as we learn more.
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Hybrid Integrations Not Sending Direct Contact Emails to Processors

Aug 31, 19:28 PDT
Resolved - This incident has been resolved.
Aug 31, 15:41 PDT
Identified - We have identified an issue with Hybrid integrations not sending Direct Contact emails to Processors. This is the result of the new Authenticated DSR Handling feature release from 08/30 that has since been reverted. We will update once the issue is fully resolved.
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Data Subject Requesters Unable to Verify Email Address

Feb 10, 11:00 PST
Resolved - This incident has been fully resolved and the platform is functioning normally.
Feb 10, 09:21 PST
Monitoring - We have resolved the issue with data subject requesters hitting an error when attempting to verify their email address and we are currently monitoring for any issues.
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Live Data Map: Multiple Inventory System Reports Not Showing

Dec 1, 12:20 PST
Resolved - There is no data loss associated with this incident and all Multiple System Inventory Reports should be appearing as previously created. This incident existed for 28 minutes from 11:50am to 12:18pm PST on 12/1/21.
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Service disruption during routine database upgrade

Jun 10, 20:58 PDT
Resolved - The incident has been resolved. Please contact support@datagrail.io if you have questions or would like a copy of our root cause analysis (once available).
Jun 10, 20:30 PDT
Identified - A service disruption started around 8:11 PM PT during a routine database upgrade. Updates to follow.
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Privacy Intake Forms Loading Inconsistently

Jun 1, 12:00 PDT
Resolved - DataGrail's Engineering Team were alerted by internal monitoring and proactively remedied a memory issue that was appearing sporadically across privacy intake forms. The issue has been fully resolved and the platform is functioning normally.
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Access Result Files being sent with partial information

May 3, 13:50 PDT
Resolved - This incident has been fully resolved and the platform is functioning normally.
May 3, 12:58 PDT
Identified - We have identified an issue with access result files being sent with partial information. Updates to follow.
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