Incident Report – Automated Signing Service, 26.10.2026

• all times are Europe/Sofia, EET UTC+2

Incident began at 26.10.2026 14:05 and ended at 26.10.2026 15:50

Affected service: Automated signing service

Summary

On 26.10.2026, the automated signing service was unavailable due to a production configuration change. Automated signing requests went in status failed.

The primary impact was mitigated after 1 h 45 min. All queued requests were processed by 16:11.

Root Cause

A configuration change to the document signing service component interrupted request processing.

Signing requests accumulated in processing queue.

Remediation

The sequence of events leading to customer impact was as follows:

• 14:05 Impact start - A configuration change was applied in PROD to the document signing service component. Signing requests began to accumulate in the queue.
• 14:10 - Engineers were alerted by monitoring and began investigating.

• 14:12 -  Applied immediate fix to the configuration of the document signing service component. Function restored.

• 14:17 - Slow queue processing identified.

• 15:50 Impact end - Signing restored.

• 16:11 - All queued signing requests were processed.

Prevention

Evrotrust is committed to preventing a repeat of this issue and is completing the following actions:

• Strengthen production change safeguards: pre-change checks, post-change validation and rollback criteria.

• Improve queue-handling mechanisms.