Aug <var data-var='date'>16</var>, <var data-var='time'>10:05</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>16</var>, <var data-var='time'>04:05</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>16</var>, <var data-var='time'>04:05</var> PDT Update - We will be undergoing scheduled maintenance during this time. Aug <var data-var='date'>16</var>, <var data-var='time'>04:04</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **CONCLUDED** Scheduled TigerConnect platform maintenance is now complete. TigerConnect Engineering is monitoring system performance closely and will notify on this page in the event a rollback or any further action is required. __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not automatically incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

TigerConnect Platform Maintenance - CONCLUDED

Aug <var data-var='date'>16</var>, <var data-var='time'>04:07</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>15</var>, <var data-var='time'>22:05</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>15</var>, <var data-var='time'>22:04</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **IN PROGRESS** This month's scheduled TigerConnect platform maintenance is now underway. • Dates: 14 -16 August (Nightly) • Start Time: 10:00 PM PT (Nightly) • End Time: 4:00 AM PT (Nightly) A confirmation notice will post after the final night of the window when maintenance concludes. TigerConnect Engineering is actively\monitoring all systems throughout the process and will roll back and notify on this page in the event degradation or an incident occurs. Please report any system degradation or issues to TigerConnect Support • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not automatically incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

TigerConnect Platform Maintenance - IN PROGRESS

Aug <var data-var='date'>15</var>, <var data-var='time'>04:12</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>15</var>, <var data-var='time'>04:02</var> PDT Update - We will be undergoing scheduled maintenance during this time. Aug <var data-var='date'>15</var>, <var data-var='time'>04:01</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **CONCLUDED** Scheduled TigerConnect platform maintenance is now complete. TigerConnect Engineering is monitoring system performance closely and will notify on this page in the event a rollback or any further action is required. __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not automatically incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

Aug <var data-var='date'>15</var>, <var data-var='time'>04:00</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>14</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>14</var>, <var data-var='time'>21:10</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **IN PROGRESS** This month's scheduled TigerConnect platform maintenance is now underway. • Dates: 14 -16 August (Nightly) • Start Time: 10:00 PM PT (Nightly) • End Time: 4:00 AM PT (Nightly) A confirmation notice will post after the final night of the window when maintenance concludes. TigerConnect Engineering is actively\monitoring all systems throughout the process and will roll back and notify on this page in the event degradation or an incident occurs. Please report any system degradation or issues to TigerConnect Support • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not automatically incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

May <var data-var='date'>22</var>, <var data-var='time'>08:00</var> PDT Resolved - The issue affecting TigerConnect Physician Scheduling has been resolved. All systems are operating normally. • Status: Resolved 🟢 • Time Resolved: 7:51 AM PT • Root Cause: A full post-incident summary will be provided upon request. We apologize for any workflow disruption and thank you for your patience. If you continue to experience issues, please contact TigerConnect Support: • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin May <var data-var='date'>22</var>, <var data-var='time'>07:55</var> PDT Monitoring - TigerConnect engineers have taken steps to address the cause of the issue affecting TigerConnect Physician Scheduling Login - services are beginning to normalize. • Time Detected: 7:51 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Fix/Mitigation Applied: 7:50 AM PT • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin May <var data-var='date'>22</var>, <var data-var='time'>07:53</var> PDT Identified - TigerConnect engineers have taken steps to address the cause of the issue affecting TigerConnect Physician Scheduling Login - services are beginning to normalize. • Time Detected: 7:51 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Fix/Mitigation Applied: 7:50 AM PT • Status: Monitoring 🔵 A final update will be provided when platform stabilization concludes and incident resolution is confirmed. Please report any issues to TigerConnect Support: • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin May <var data-var='date'>22</var>, <var data-var='time'>07:24</var> PDT Investigating - TigerConnect is currently investigating a detected issue affecting users logging into TigerConnect Physician Scheduling via SAML authentication. • Time Detected: 7 AM PT • Impact: SSO users utilizing SAML authentication are currently unable to log into TCPS and are experiencing a continuous authentication loop during the sign-in process. This issue is isolated to SAML-based SSO users and prevents successful access to the platform after credential submission. • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 650-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin

TigerConnect Platform Issue: TigerConnect Physician Scheduling - Investigating

May <var data-var='date'> 6</var>, <var data-var='time'>07:17</var> PDT Resolved - We apologize for any inconvenience this may have caused. Our team has resolved an issue with the email delivery service related to a recent deployment. During this time, the core product and messaging functionality continued to operate as expected. If you have any questions or concerns, please contact our Support team. May <var data-var='date'> 6</var>, <var data-var='time'>06:25</var> PDT Investigating - TigerConnect is currently investigating a detected issue affecting Fast Deploys. • Time Detected: 5AM PT • Impact: Multiple users are receiving email fast deploys, this does not affect messages being sent or received while logged in • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 605-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin

TigerConnect Platform Issue: Fast Deploys (emails) being triggered seemingly with no messages - Investigating

Apr <var data-var='date'>22</var>, <var data-var='time'>07:56</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'>22</var>, <var data-var='time'>05:30</var> PDT Monitoring - We have remediated the root cause and see performance starting to come back normal, we'll continue to monitor as functionality is fully restored Apr <var data-var='date'>22</var>, <var data-var='time'>05:20</var> PDT Investigating - TigerConnect is currently investigating a detected issue affecting [Web/Desktop App Not loading]. • Time Detected: 5AM PT • Impact: Desktop app and web sessions are currently not loading messages, new logins will stay "loading" and not return any conversations • Status: Investigating 🟡 Our engineering team has been engaged and is actively working to identify the root cause. We will provide additional updates as information becomes available. Please report symptoms or additional issues you experience to TigerConnect Support: • Phone: +1 605-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin

TigerConnect Platform Issue: Web/Desktop App Not loading - Investigating

Apr <var data-var='date'>19</var>, <var data-var='time'>21:06</var> PDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>17</var>, <var data-var='time'>22:03</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>17</var>, <var data-var='time'>22:02</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **IN PROGRESS** This month's scheduled TigerConnect platform maintenance is now underway. • Dates: 17 -19 April (Nightly) • Start Time: 10:00 PM PT (Nightly) • End Time: 4:00 AM PT (Nightly) A confirmation notice will post after the final night of the window when maintenance concludes. TigerConnect Engineering is actively\monitoring all systems throughout the process and will roll back and notify on this page in the event degradation or an incident occurs. Please report any system degradation or issues to TigerConnect Support • Phone: +1 605-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not automatically incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

Mar <var data-var='date'>23</var>, <var data-var='time'>09:07</var> PDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>21</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>21</var>, <var data-var='time'>15:37</var> PDT Scheduled - SCHEDULED PLATFORM MAINTENANCE **IN PROGRESS** This month's scheduled TigerConnect platform maintenance is now underway. • Dates: 21-22 March (Nightly) • Start Time: 10pm PT (Nightly) • End Time: 4am PT (Nightly) A confirmation notice will post after the final night of the window when maintenance concludes. TigerConnect Engineering is actively monitoring all systems throughout the process and will roll back and notify on this page in the event degradation or an incident occurs. Please report any system degradation or issues to TigerConnect Support • Phone: +1 605-564-4722 • Email: support@tigerconnect.com • Messenger: TigerConnect Admin __________________________________________________ ABOUT MONTHLY MAINTENANCE WINDOWS TigerConnect reserves the 3rd weekend of each month (Fri-Sun) for off-hours (10pm-4am PT) platform maintenance activities. Maintenance events do not incur or equate to downtime - the window may not be exercised each month. In some cases, minor service degradation may be expected. TigerConnect will specify any expected user impacts in an advance notice no later than the Monday before the monthly change window.

Jan <var data-var='date'> 6</var>, <var data-var='time'>12:50</var> PST Resolved - We are pleased to confirm that the previously reported service degradation has been fully resolved and the incident is now closed. All affected services—including login, inbox loading, search, and message delivery—are operating normally. Stability has been confirmed, and active monitoring related to this incident has concluded. If you experience any new or unrelated issues, please contact ProSupport through one of the following channels: Phone: 650-564-4722 (or your Premium Support toll-free number) Email: prosupport@tigerconnect.com TigerConnect App: Direct message to your TigerConnect Admin Jan <var data-var='date'> 6</var>, <var data-var='time'>08:56</var> PST Monitoring - We are pleased to report that the previously reported service degradation has been stabilized. Users should no longer experience issues with slow login times, inbox loading, search, or sending and receiving messages. Our teams will continue to monitor to ensure ongoing stability. If you experience any additional issues, please contact ProSupport at the following: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: Direct message to TigerConnect Admin Jan <var data-var='date'> 6</var>, <var data-var='time'>07:08</var> PST Update - We continue to investigate an issue causing service degradation. Some users may experience slow login times, delayed inbox loading, reduced search performance, and delays in sending or receiving messages. Our teams are actively working to identify and resolve the issue as quickly as possible. We will provide another update within one hour. Jan <var data-var='date'> 6</var>, <var data-var='time'>05:44</var> PST Investigating - TigerConnect is investigating degradation in service affecting [slow login times, slow loading of your Inbox, search, and sending and receiving messages]. Another update will be provided in one hour.

TigerConnect Service Degradation

Dec <var data-var='date'>18</var>, <var data-var='time'>12:41</var> PST Resolved - The notification delivery issue has been fully resolved. At this time, no further action is required. If you have any questions or need assistance, TigerConnect Customer Support is available through the following channels: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: Direct message to TigerConnect Admin Dec <var data-var='date'>18</var>, <var data-var='time'>11:41</var> PST Monitoring - We have successfully rolled back the recent changes and are seeing notification delivery return to normal. Our team is continuing to monitor the system closely to ensure stability. TigerConnect Customer Support is available for any follow ups at the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin Dec <var data-var='date'>18</var>, <var data-var='time'>11:10</var> PST Identified - We do not believe the reported iOS notification issues are related to this incident and are reviewing those cases separately. For Android devices, our team has identified the root cause. We are currently assessing the full impact. As a precaution, we have begun rolling back the changes made yesterday. We will provide another update within one hour. Thank you for your patience. TigerConnect Customer Support is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin Dec <var data-var='date'>18</var>, <var data-var='time'>10:10</var> PST Update - We are still actively investigating the intermittent notification delivery issue affecting all device types. Some users may continue to experience delayed or missing notifications while our team works to identify the root cause and restore normal service as quickly as possible. We appreciate your continued patience and will provide another update within the next hour. TigerConnect Customer Support remains available for questions or issue assistance through the following channels: Phone: 650-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: Direct message to TigerConnect Admin Dec <var data-var='date'>18</var>, <var data-var='time'>08:48</var> PST Investigating - We are currently experiencing sporadic delays in notifications delivery, and in some cases notifications may not be received at all across all device types. Our team is actively investigating, receiving, and triaging the issue to restore normal service as quickly as possible. We will provide another update within one hour. Thank you for your patience. TigerConnect Customer Support is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

Notifications Delivery Delays

Oct <var data-var='date'>20</var>, <var data-var='time'>15:26</var> PDT Resolved - Our performance testing confirms that all services have been fully restored and are operating normally. We will continue to monitor closely to ensure ongoing stability. If you have any questions or encounter any issues, please don’t hesitate to contact ProSupport. To assist with any concerns or lingering challenges, we’re extending our support hours today. 📞 Phone: (650) 564-4722 📧 Email: prosupport@tigerconnect.com Thank you for your continued patience and trust. Oct <var data-var='date'>20</var>, <var data-var='time'>14:39</var> PDT Monitoring - We are seeing significant improvement and services seem to be back to normal. We are completing testing and monitoring closely. Oct <var data-var='date'>20</var>, <var data-var='time'>12:58</var> PDT Update - We continue to work closely with AWS. We will provide another update in an hour. Please reach out to ProSupport at prosupport@tigerconnect.com for additional queries as our TigerConnect Admin and Phone system have been impacted. Oct <var data-var='date'>20</var>, <var data-var='time'>10:31</var> PDT Update - We continue to see throttling on our messaging services due to ongoing issues with AWS infrastructure. Our teams are actively applying mitigation steps to address network load balancer (NLB) health and are working to restore full connectivity across impacted AWS services. AWS Lambda is currently experiencing function invocation errors, as an internal subsystem was affected by the NLB health checks. Recovery steps are in progress to restore this internal Lambda subsystem. For EC2, some users may encounter instance launch failures. AWS has identified a fix and is in the process of validating it. Once confirmed safe, the fix will be deployed to the first Availability Zone (AZ). We are closely monitoring the situation and will continue to provide updates as progress is made. Oct <var data-var='date'>20</var>, <var data-var='time'>08:59</var> PDT Update - We wanted to let you know that we are currently experiencing a service disruption caused by an outage at Amazon Web Services (AWS). AWS has reported increased error rates and latencies impacting multiple services, particularly in the US‑EAST‑1 region. What this means for you: - Some of our systems may respond slowly, fail to process requests, or appear unavailable. - Our team is actively monitoring the situation and working through alternative paths to restore full service. - AWS reports that the underlying DNS issue has been “fully mitigated,” though residual delays are expected while systems clear backlogs. - The following systems are not impacted TigerConnect Physician Scheduling, Critical Alerts, and Workflows and CareConduit consuming HL7 messages push notifications. - We appreciate your patience; your services are a top priority and we will continue to provide updates as we have them. Next steps: - We are keeping a close eye on the AWS Health Dashboard and internal logs to assess when full recovery is achieved. - We recommend retrying any failed actions after a short wait; in some cases the backlog is being processed and will complete shortly. Status pages: - For the most up‑to‑date information from AWS: AWS Health Dashboard – Service Health AWS Documentation - For our system status and updates, please refer to: https://status.tigerconnect.com/ Thank you for your patience and understanding. We will notify you again as soon as the service returns to normal operation. Please reach out to ProSupport at prosupport@tigerconnect.com for additional queries as our TigerConnect Admin and Phone system have been impacted. Oct <var data-var='date'>20</var>, <var data-var='time'>06:00</var> PDT Investigating - Login to Tigerconnect and Tigerconnect Messaging could be failing because of AWS Autoscaling issues.

TigerConnect Logging issues

Oct <var data-var='date'>20</var>, <var data-var='time'>01:00</var> PDT Resolved - TigerConnect is investigating a sporadic degradation in service that may affect login, sending, and receiving messages. Another update will be provided in one hour. https://health.aws.amazon.com/health/status?path=open-issues

Service Degradation

Sep <var data-var='date'>24</var>, <var data-var='time'>16:59</var> PDT Resolved - Hello Team, We have resolved the issue Please be sure to reach out to ProSupport if you are having any issues. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com Sep <var data-var='date'>24</var>, <var data-var='time'>16:47</var> PDT Monitoring - Hello Team, We have released the hotfix for iOS Notifications. We will continue to monitor. Please be sure to reach out to ProSupport if you are having issue. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com Sep <var data-var='date'>24</var>, <var data-var='time'>15:43</var> PDT Update - Hello Team, TigerConnect has identified a hotfix will be completing testing and confirm once it's deployed into Production. Please note that messages are being delivered successfully; however, notifications are not currently rendering. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com Sep <var data-var='date'>24</var>, <var data-var='time'>14:38</var> PDT Update - Hello Team, TigerConnect continues working to address iOS Notification Issue. Please note that messages are being delivered successfully; however, notifications are not currently rendering. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com Sep <var data-var='date'>24</var>, <var data-var='time'>13:37</var> PDT Identified - Hello Team, We’ve identified an issue impacting all iOS versions due to a recent update Apple made to the Apple Push Notification Service (APNS), which has introduced an incompatibility with TigerConnect Notifications. Our engineering team is actively working on a resolution. We will provide the next update within the hour. Thank you for your patience. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com

iOS Device Notification Issue – Under Investigation

Aug <var data-var='date'>24</var>, <var data-var='time'>02:00</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>23</var>, <var data-var='time'>21:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>20</var>, <var data-var='time'>10:45</var> PDT Scheduled - In keeping with TigerConnect’s commitment to providing reliable application service and availability, scheduled Physician Scheduling Platform infrastructure maintenance will be performed on Saturday, August 23, 2025. Changes applied will update TigerConnect backend infrastructure to enhance platform resiliency, scalability, and reduce operational risk. MAINTENANCE DETAIL Date: Saturday Aug 23 Time: 9pm - 2am PT Scope: Physician Scheduling Platform: Database Upgrade. Upgrading database version to improve performance and minimize the security & stability risks associated with running outdated operating systems. A database restart effecting 1-5 minutes of Physician Scheduling Platform downtime will occur. IMPACT & RISK MITIGATION Impact Area(s): Schedules: Will be unavailable for a total of 1-5 minutes during change window. Roles Updates: Automatic updates between Roles & Schedules will not occur for a total of 1-5minutes during the change window. They will resume after database restart. Risk Mitigation: New and migrating infrastructure nodes will spawn alongside the old nodes. Service will redirect to each new node while the old node remains on standby until change validation testing successfully concludes. No data loss is expected. ISSUE MANAGEMENT PLAN Should unexpected or additional service degradation occur, TigerConnect will provide notification and updates until resolved via https://status.tigerconnect.com/. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

Aug – Scheduling Platform Maintenance Activities

Aug <var data-var='date'>12</var>, <var data-var='time'>04:56</var> PDT Resolved - Our ticketing system is back online and we can continue to work tickets as usual Aug <var data-var='date'>11</var>, <var data-var='time'>13:58</var> PDT Identified - Our ticketing system is down and we cannot currently visualize tickets, if urgent assistance is required please call (650) 741-3555

Ticketing System Down

Apr <var data-var='date'> 7</var>, <var data-var='time'>13:57</var> PDT Resolved - We have completed the fix and successfully reverted the issue for identified impacted customers. Our team will continue to monitor the system closely to ensure stability. If you continue to experience any issues, please don’t hesitate to contact our Support team at prosupport@tigerconnect.com. Apr <var data-var='date'> 7</var>, <var data-var='time'>10:30</var> PDT Monitoring - We have identified the root cause of the issue affecting scheduled role assignments in TigerConnect. A fix has been developed, and our team is currently running a script to revert the impact. We are also reaching out individually to all impacted customers to confirm resolution. We appreciate your patience and will continue to provide updates as progress is made. If you have any questions or require immediate support, please contact our Support team. Apr <var data-var='date'> 7</var>, <var data-var='time'>07:22</var> PDT Investigating - We are currently experiencing an issue where roles in TigerConnect are not being assigned as scheduled. This incident has been identified and is being treated as a Priority 0 (P0) event. Our engineering team is actively working to resolve the issue. At this time, there is no estimated time for resolution (ETR). We will provide updates as more information becomes available. If you have any questions or need assistance, please contact our Support team.

Scheduled Role Assignment Failure

Mar <var data-var='date'>12</var>, <var data-var='time'>14:10</var> PDT Resolved - Twilio has addressed the issue, and we are no longer detecting any further audio quality degradation on VOIP calls between Android and iOS devices. While the issue appears to be resolved, our team will continue to monitor performance closely to ensure stability. If you experience any further issues, please reach out to our support team by emailing support@tigerconnect.com Mar <var data-var='date'>12</var>, <var data-var='time'>07:45</var> PDT Update - The issue persists, and we have raised a case with Twilio to escalate the investigation. Our team is actively working with their support to identify the root cause and expedite a resolution. We will provide further updates as we receive more information from Twilio. In the meantime, you can monitor their status at Twilio Status Page. We appreciate your patience and will keep you informed. ProSupport Team Mar <var data-var='date'>11</var>, <var data-var='time'>17:23</var> PDT Investigating - Start Time: March 11, 2025, 17:00 CST / 16:00 PST Impact: Users may experience poor audio quality or choppy audio on VOIP calls between Android and iOS devices. Issue Summary: We are currently aware of an issue affecting VOIP call quality, specifically resulting in bad audio or choppy audio when connecting Android and iOS devices. This issue has been identified as originating from Twilio, our third-party telephony provider. Next Steps: We are monitoring Twilio’s status and working to assess the potential impact on our services. You can track their updates directly at Twilio Status Page. We will provide further updates as more information becomes available. Thank you for your patience. ProSupport Team

Twilio-Related Audio Quality Issues on VOIP Calls

Feb <var data-var='date'>15</var>, <var data-var='time'>23:00</var> PST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>15</var>, <var data-var='time'>21:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>15</var>, <var data-var='time'>17:35</var> PST Scheduled - In keeping with TigerConnect’s commitment to providing reliable application service and availability, scheduled Clinical Collaboration & Physician Scheduling Platform infrastructure maintenance will be performed on Saturday, 15 February. Changes applied will bring TigerConnect infrastructure up-to-date with Amazon Web Services’ latest cloud service requirements. MAINTENANCE DETAIL Date: Saturday, 15 February Times: 9-11pm PT Scope: Required infrastructure version upgrade for cloud service supporting Clinical Collaboration Platform messaging & Physician Scheduling. IMPACT & RISK MITIGATION Impact Area(s): User Log-in & Authentication: TigerConnect is upgrading the Amazon Web Services (AWS) Aurora MySQL Database cluster supporting Identity Provider (IdP) and Multi-Factor Authentication (MFA) services to version 8.0 in TigerConnect’s Clinical Collaboration Platform. User Impact: Users not logged in who may be attempting to log in during the change window may experience log-in latency or failure for a period of up to one (1) minute. Risk Mitigation: New nodes with updated software will spawn alongside the old nodes. Service will redirect to each new, updated node while the old node remains on standby until change validation testing successfully concludes. Any user authentication latency will recover automatically as soon as the operation completes. ISSUE MANAGEMENT PLAN Should unexpected or additional service degradation occur, TigerConnect will provide notification and updates until resolved via https://status.tigerconnect.com/. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

AWS Aurora MySQL Database Upgrade to Version 8.0

Feb <var data-var='date'> 4</var>, <var data-var='time'>10:09</var> PST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'> 4</var>, <var data-var='time'>10:08</var> PST Scheduled - Starting April 1, 2025, TigerConnect will support Apple mobile operating systems (iOS) version 17.x and newer. To ensure you receive future TigerConnect app updates, your iOS devices must be running iOS 17 or later. Action Required: All Apple devices on iOS 16 or older must update to at least iOS 17 by April 1, 2025, to continue receiving TigerConnect app updates. Why: - TigerConnect supports compatibility with up to one (1) major iOS release behind the current latest version. TigerConnect strongly urges all customers to update devices to the latest available operating system. This ensures: - Your TigerConnect service maintains a high standard of security - Application performance is optimized to the device operating system for the best available user experience - Using outdated systems could expose your devices to security threats, impact access to protected health information (PHI), and impede patient care. Impact: - From April 1, 2025, customers using unsupported iOS versions may experience: - Inability to install future TigerConnect updates - Log-in issues - Issues resolved in newer app versions - Limited app access or features Resources: For more details about system requirements, please visit our Supported Devices & System Requirements page. If you have any questions, contact TigerConnect Customer Care at prosupport@tigerconnect.com.

iOS 17 Minimum Version Update Notice

Oct <var data-var='date'>28</var>, <var data-var='time'>03:00</var> PDT Completed - The scheduled maintenance has been completed. Oct <var data-var='date'>27</var>, <var data-var='time'>19:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Oct <var data-var='date'>25</var>, <var data-var='time'>10:18</var> PDT Scheduled - Maintenance Details Dates: October 26th -28th Times: Saturday 7pm – Sunday 3am PT Sunday 7pm – Monday 3am PT Scope: Required infrastructure version upgrade for cloud service supporting Clinical Collaboration Platform messaging. IMPACT & RISK MITIGATION User Impact: Roles: Role opt-in handling time may increase (historical role messages may require longer than usual to load). Messaging: Users may experience message delivery latency and/or cross-device message sync latency (eg. between mobile and desktop devices). Analytics: Reporting Admin users may experience transaction & trends reporting latency. Risk Mitigation: TigerConnect is upgrading the Amazon Web Services (AWS) Managed Streaming for Apache Kafke (MSK) service cluster to version 3.7 in TigerConnect’s Clinical Collaboration Platform. New nodes with updated software will spawn alongside the old nodes. Service will redirect to each new, updated node while the old node remains on standby until change validation testing successfully concludes. Any message, role activity, or reporting latency will recover automatically as soon as the operation completes. Should unexpected or additional service degradation occur, TigerConnect will provide notification and updates until resolved via https://status.tigerconnect.com/. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

AWS MSK Upgrade to Version 3.7

Oct <var data-var='date'>27</var>, <var data-var='time'>03:00</var> PDT Completed - The scheduled maintenance has been completed. Oct <var data-var='date'>26</var>, <var data-var='time'>19:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Oct <var data-var='date'>25</var>, <var data-var='time'>10:17</var> PDT Scheduled - Maintenance Details Dates: October 26th -28th Times: Saturday 7pm – Sunday 3am PT Sunday 7pm – Monday 3am PT Scope: Required infrastructure version upgrade for cloud service supporting Clinical Collaboration Platform messaging. IMPACT & RISK MITIGATION User Impact: Roles: Role opt-in handling time may increase (historical role messages may require longer than usual to load). Messaging: Users may experience message delivery latency and/or cross-device message sync latency (eg. between mobile and desktop devices). Analytics: Reporting Admin users may experience transaction & trends reporting latency. Risk Mitigation: TigerConnect is upgrading the Amazon Web Services (AWS) Managed Streaming for Apache Kafke (MSK) service cluster to version 3.7 in TigerConnect’s Clinical Collaboration Platform. New nodes with updated software will spawn alongside the old nodes. Service will redirect to each new, updated node while the old node remains on standby until change validation testing successfully concludes. Any message, role activity, or reporting latency will recover automatically as soon as the operation completes. Should unexpected or additional service degradation occur, TigerConnect will provide notification and updates until resolved via https://status.tigerconnect.com/. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

Oct <var data-var='date'>11</var>, <var data-var='time'>18:00</var> PDT Completed - The scheduled maintenance has been completed. Oct <var data-var='date'>11</var>, <var data-var='time'>15:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Oct <var data-var='date'>11</var>, <var data-var='time'>14:51</var> PDT Scheduled - MAINTENANCE DETAIL Dates: October 11th, 2024 Times: 3-6pm PT Scope: Software updates to Aurora database cluster (supports system analytics) in Production. IMPACT & RISK MITIGATION User Impact: Users with “Reporting” permissions will not have access to Analytics. Standard, non-reporting users should expect normal application availability, functionality, performance, and integration syncing for all other platform features through the change window. Risk Mitigation: A database snapshot will be taken of the current cluster prior to maintenance start. The analytics database cluster will be restored from the snapshot if the maintenance does not complete as planned. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

Aurora Cluster Upgrade (Looker Analytics Impact)

Oct <var data-var='date'> 6</var>, <var data-var='time'>11:00</var> PDT Completed - The scheduled maintenance has been completed. Oct <var data-var='date'> 6</var>, <var data-var='time'>09:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Oct <var data-var='date'> 6</var>, <var data-var='time'>08:51</var> PDT Scheduled - In keeping with TigerConnect’s commitment to providing reliable application service and availability, scheduled database maintenance will be performed on Sunday, October 6th. Changes applied will aim to enhance TigerConnect user experience. MAINTENANCE DETAIL Dates: October 6th, 2024 Times: 9:00 – 11:00 AM PT Scope: Updates to database to increase its capacity in Production IMPACT & RISK MITIGATION User Impact: No planned impact or service degradation. Users should expect normal application availability, functionality, performance, and integration syncing through the change window. Risk Mitigation: Database will be backed up prior to maintenance to prevent any data loss or service disruption TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 605-564-4722 (or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

Database Maintenance

Sep <var data-var='date'>25</var>, <var data-var='time'>17:36</var> PDT Resolved - We have identified the latency issue with Roles and it is now resolved. If you are still experiencing issues feel free to contact us through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin Sep <var data-var='date'>25</var>, <var data-var='time'>17:15</var> PDT Monitoring - Roles opt in/out has started to normalize. TigerConnect continues to closely monitor and will update once the issue has been fully resolved. Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin Sep <var data-var='date'>25</var>, <var data-var='time'>16:55</var> PDT Investigating - TigerConnect providers may experience an latency when attempting to opt in/out of Roles, accessing the Role Directory, or searching for a Role. TigerConnect is working to fix all Roles related issues. Another update will be provided in one hour. TigerConnect Customer Care is available for questions or issue handling through the following channels: Phone: 650-564-4722(or Premium Support Toll-Free Number) Email: prosupport@tigerconnect.com TigerConnect App: direct message to TigerConnect Admin

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