Incident report 20 May 2021

DocuGen is built on trust and transparency. This is why we are sharing with you the facts of an incident that occurred on 20 May 2021.

At some point on the morning of 20 May 2021 (EST) the DocuGen team became aware of an issue that was causing documents to be generated incorrectly. Under certain conditions, the generated documents contained simple tables without taking into consideration the templates specified in the DocuGen Settings tab. We resolved the issue and restored our service back to normal in the early hours of 21 May.

We want to make it up to you

If you have been impacted by this issue, we want to make it up to you: please submit your details in this form no later than 28 May 2021 and we will increase your DocuGen quota for one month free of charge.

We are working to avoid this in the future

We are still analyzing the circumstances that led to this issue. We are also working on putting in place procedures that will help us minimize the risk of such disruption in the future.

Thank you for being a DocuGen customer!

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