Root Cause Analysis of High Database CPU Activity Incident

This document is a technical report detailing the root cause analysis of a service interruption experienced by Practice Fusion on April 3, 2025. The incident resulted in a total of 11 minutes of system downtime, impacting several features of the Electronic Health Record platform. The report outlines the timeline of the incident, which included periods of complete system unavailability and intermittent errors affecting various functionalities such as lab orders and chart loading. The root cause was identified as unusually high database activity, which led to performance issues across the system. The report also describes the resolution actions taken by the technical teams, including database maintenance and system adjustments to mitigate the issue. Additionally, it presents preventive measures being implemented to enhance monitoring and system resilience against future incidents. The document reaffirms the commitment to maintaining a 99.9% system availability as per the Service Level Agreement.