Incident Summary:
On October 20, 2025, customers hosted in the US-East-1 region experienced intermittent connectivity issues while accessing their portals. Affected users encountered latency and errors during this period.

Root Cause:
The incident was caused by an outage at Cornerstone’s cloud provider. During the outage, certain services in the US-East-1 region were unable to connect to origin servers, leading to failed content delivery, errors, and increased latency for end users.

Corrective Action:
Cornerstone engineering teams closely monitored the situation and collaborated with the cloud provider to validate and confirm service restoration. Once the provider resolved the underlying connectivity issue and edge nodes were fully reconnected to the origin servers, normal access to the portals was restored for all customers.

Preventive Measures:
To strengthen resiliency and improve response, Cornerstone is implementing the following actions:

• Vendor Coordination: Enhancing escalation and communication channels with cloud vendors to ensure faster visibility and resolution during regional outages
• Redundancy Planning: Evaluating multi-region and multi-vendor configurations to reduce single-point dependencies and improve overall service resilience