We have officially transitioned the incident to the Resolved Phase. As the final step in our Incident Management Protocol, we will conduct a thorough analysis to review the timeline of events and remediation efforts. This analysis will be completed within 10 days, and a Root Cause Analysis (RCA) will be made available. Once the RCA is finalized, it will be posted on our Status Page. If you are subscribed to the page, you will receive the RCA directly via email. We appreciate your continued patience throughout this process.

Our Infra team has applied new SSL certificate, and the login should work fine now. We will be monitoring the issue closely. Next Update: 10:30 AM CST

We are investigating the issue with SSL certificate expiry

**Hippo Detailed Root Cause Analysis \(RCA\) – Severity 1 Event September 11, 2024**  We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident.  **Description:** On September 11th, 2024, at 2:15 AM CST we received reports from several customers that they were not able to login to the main Hippo CMMS application.  **Type of Event:** S1 event - Service disruption. SSL Certification had expired.  **Services\\Modules Impacted:** Login – SSL service  **Remediation:** Once the issue was identified, immediate steps were taken to fix the issue. In this case, the certificate was renewed and set to auto-renew going forward. **Timeline:** Sept 11, 2024, 2:15 AM – Issue reported by customer Sept 11, 2024, 7:10 AM – Fire Alarm initiated Sept 11, 2024, 7:22 AM - Issue investigation starts Sept 11, 2024, 8:53 AM – Temporary Certificates being tested Sept 11, 2024, 9:02 AM - SSL cert updated, and URL is loading fine now Sept 11, 2024, 9:03 AM - Clients reporting successful login Sept 11, 2024, 10:31 AM – Continue to monitor for 1.5hrs then updated [status.io](http://status.io) to resolved **Total Duration of Event:** 8 hours 16 minutes **Root Cause Analysis:** Expired SSL certificates **Preventative Action:** The Cloud Operations team has completed the manual renewal of the certificates. To ensure the proper functioning of the SSL certificate auto-renewal process, Cloud Ops has established an alert system to notify the team prior to certificate expiration.