# PandaDoc: Major incident: PandaDoc performance: catalog CSV import

**Summary:** PandaDoc reported a major degradation affecting catalog CSV import and application performance, including smart content and email delivery. It started at 2023-04-27 16:04 UTC and was resolved at 2023-04-27 16:39 UTC; the recorded duration was 34 min. Performance was stabilized by 16:19 UTC, with no cause stated. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2023-04-27 16:04 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/2f5h2vvbsxvh](https://stspg.io/2f5h2vvbsxvh)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/l7yx2yl8ln2b@dd391963167a
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ PandaDoc performance: catalog CSV import
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-04-27 16:04 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-04-27 16:39 UTC
```

**6. Added: Affected components**

```diff
+ Creating and editing documents, Sending and opening documents, Sending documents, Web application
```

**7. Added: Update** (investigating) · 2023-04-27 16:04 UTC

```diff
+ We are actively investigating the issues with catalog CSV import and slow PandaDoc performance (smart content and email delivery included).  Please check back here for updates, and we appreciate your patience while we get this resolved.
```

**8. Added: Update** (monitoring) · 2023-04-27 16:19 UTC

```diff
+ PandaDoc performance has been stabilized. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
```

**9. Added: Update** (resolved) · 2023-04-27 16:39 UTC

```diff
+ We're all set! If you continue to experience any issues with the application, please reach out to us at support@pandadoc.com.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-04-27 16:04 UTC | Major incident: PandaDoc performance: catalog CSV import (this change) | degradation |

All PandaDoc changes: [timeline](https://rewindex.com/company/pandadoc/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i6d0e87ce18856d · Markdown: https://rewindex.com/change/i6d0e87ce18856d.md · JSON: https://rewindex.com/api/v1/changes/i6d0e87ce18856d · Generated 2026-10-18T02:31:31.944Z