Duration: 2 days and 22 hours

Affected Components: ELLA App Reachability

Jan 22, 17:30:00 GMT+0
Identified - We identified the cause. A recent update to our data-access permission rules was more restrictive than intended, causing some advisors to be blocked from viewing their own content. We began preparing and testing a corrected set of permission rules..

Jan 24, 03:00:00 GMT+0
Resolved - This incident is resolved. All advisor access has been restored, and no data was lost, altered, or exposed at any point. Notably, the root cause was a permission change that over-indexed on security controls. the rules erred toward locking data down rather than opening it up, so the failure was one of over-protection, not exposure. We've since tightened our testing so access changes can't have this unintended effect again. We apologize for the disruption..

Jan 15, 05:00:00 GMT+0
Investigating - We began investigating reports that some advisors could not see their workspaces and associated content (documents, deliverables, and fact-finding data) after signing in. We began investigating on 1/21, but the problem was released into production several days prior before we were found the issue. We've backdated this issue to the 15th to reflect that..