Doxy.me site not loading

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