Impact and Incident Resolution Report

Dear Yousign users,

On December 2nd, 2025, our services experienced two consecutive incidents impacting access to the Yousign platform and temporarily delaying signature processing.
All services were fully restored at 11:53 CET.

Below is a detailed explanation of the events and the actions being taken.

Summary of the two incidents

First Incident (10:53 CET → 11:10 CET)

A hardware malfunction occurred on one of the components of our load balancing layer, responsible for directing incoming traffic to our application services.
The component entered a fault state and shut down, causing a temporary interruption of access to the platform.

It automatically restarted according to its configuration, and all application services were restored at 11:10 CET.

Second Incident (11:32 CET → 11:53 CET)

Immediately after the first recovery, we notified our infrastructure provider.
During the provider's on-site verification of the faulty hardware, a manual reset was triggered on the same component, even though the services had already recovered.

This second reset generated a new interruption between 11:32 CET and 11:45 CET, with signature delays fully resolved at 11:53 CET.

Root Cause

A hardware failure on a load balancing component within our datacenter.

Next Actions

Execution of an exceptional maintenance operation on Monday, December 8th, contributing to the ongoing reinforcement of our traffic management layer and its fault tolerance.

Updated operational guidelines with our infrastructure provider to avoid unnecessary manual resets on recovered systems.

Additional diagnostics and hardware-level actions to ensure long-term reliability.

We sincerely apologize for the impact this incident may have had on your operations.
A full postmortem will be published, including timelines, technical details, and improvements being implemented.

Thank you for your understanding and continued trust in Yousign.