SaaS outage suspected but root cause is local DNS filter

Scenario

Users believe a cloud app is down globally, but the problem is actually local filtering or DNS sinkholing.

Recommended Resolution Path

1. Validate with an external network before declaring a provider outage.
2. Check secure web gateway, DNS filtering, and SSL inspection logs.
3. Compare provider status pages with your own network path tests.
4. Document the affected categories or domains before changing filter policy.

Technician Notes

Confirm the business impact, document the root cause, and capture any preventative follow-up in the PSA or client knowledge base.