Overview
The Rippling app experienced a Duo authentication outage from 5:30 AM PST to 11:45 AM PST, with restoration of services occurring six hours after the outage.

Root Cause
We recently migrated our Duo integration to a redesigned encrypted data model. The API that queries Duo auth settings during verification had a taxonomy error following the migration, which led to the Duo auth API being inaccessible during that period.

Resolution Path
We deployed a hotfix to correct the API call.

Action Items

• Rippling updated all API calls regarding Duo auth to avoid authentication failures.
• Rippling will introduce additional integration tests to prevent regressions with multi-factor authentication through Duo.

Rippling’s mission is to Free Smart People to Work on Hard Problems, and we can only achieve that by earning the trust of our customers. When we fail to achieve our mission, we strive to be transparent with customers, and to outline our commitment to preventing future occurrences of similar incidents.

We apologize for any impact this incident has had on your company operations.