» Published on Mon, 25 Oct 2021 09:30:00 +0000

• Resolved

  After a period of monitoring we have observed PPS response times have returned back to normal levels consistently for over 12 hours. We can see members are able to view, select and redeem offers successfully. We will work with our 3rd party to establish the root cause and will be holding a PIR. No further updates.

  » Updated Tue, 26 Oct 2021 15:04:00 +0000

• Update

  Despite a more stable night, we observed another short period of high latency last night between 22:42 and 23:00, which our 3rd party provider (PPS) have advised was due to them increasing CPU capacity. PPS ensure us that they believe the issue has been totally mitigated, but we are still seeing some high response times, though the impact of this incident is currently much less significant than it was yesterday. The priority of this has now been dropped, however we will continue to monitor until we are happy that we are no longer observing any impact.

  » Updated Tue, 26 Oct 2021 08:54:00 +0000

• Update

  Our 3rd party supplier have taken restorative action and are confident that the issue is now well contained. Whilst not perfect, we have seen an improvement in the situation and we shall continue to monitor. PPS have advised that a root cause is still not currently available but they are working on it. As per the service model, no updates will be issued out of hours. The next update will be issued at 10:00 tomorrow.

  » Updated Mon, 25 Oct 2021 15:37:00 +0000

• Update

  PPS, our 3rd party supplier, are still working on this issue and updates from them are being chased. Our logs are showing a reduction in timeouts compared with earlier today, but we are awaiting further information from PPS to understand why. Next update 17:00.

  » Updated Mon, 25 Oct 2021 14:00:00 +0000

• Update

  Members are still intermittently unable to load and select their personalised offers, redeem offers at tills and some members are being presented with duplicate offers. This has been escalated to the 3rd party support PPS who are investigating the cause of the issue. Next update 15:00.

  » Updated Mon, 25 Oct 2021 12:50:00 +0000

• Update

  We have observed PPS timing out over the weekend and into this morning. As a result, members are likely to experience issues when accessing their offers, and CBS have had reports of members being unable to redeem offers too. It is understood that some members are also seeing duplicate offers. A ticket has been raised with PPS who are investigating as a priority. An update will be issued when the latest information is available.

  » Updated Mon, 25 Oct 2021 10:45:00 +0000

• Investigating

  We have observed PPS is timing out from 13:00 on Saturday 23rd October to 16:00 on Sunday 24th, and then again this morning. Members should still be able to access offers but may notice some slowness or timeouts when doing so. The issue has been raised with PPS who are investigating.

  » Updated Mon, 25 Oct 2021 09:30:00 +0000