» Published on Mon, 17 Mar 2025 14:09:00 +0000

• Resolved

  Credas confirmed full service restoration this morning, with response times now back to normal levels and no further timeout errors observed. Credas is preparing a detailed root cause analysis report. Internal teams continue to monitor performance closely. No further updates.

  » Updated Wed, 19 Mar 2025 09:43:00 +0000

• Update

  Today, Funeralcare has successfully processed 27 plans, comparable to the 29 plans processed by this time last Tuesday, without encountering any timeout errors. The website notification banner remains off. We are still awaiting confirmation from Credas regarding ongoing investigations. Teams continue to actively monitor the situation and remain prepared to respond promptly to any further performance issues. Next update tomorrow at 13:00, or sooner if the situation changes.

  » Updated Tue, 18 Mar 2025 16:46:00 +0000

• Update

  We are still unaffected today by the continuing issues with Credas, our third-party ID verification provider, who are still experiencing issues. The banner was removed from the plans website earlier, and no timeouts have been logged. We will continue to monitor the service and await confirmation from Credas that action has been taken to fix the issues experience over the past few days. Next update 17:00 or sooner if the situation changes.

  » Updated Tue, 18 Mar 2025 11:16:00 +0000

• Update

  Whilst we are yet to receive confirmation from Credas that the issue has been stable this morning, and Plans sales have been recorded. Next update 14:00 or sooner if the situation changes.

  » Updated Tue, 18 Mar 2025 11:12:00 +0000

• Update

  Credas continue to investigate this issue as a priority, and the banner advising customers of the workaround remains in place on the FNC plans website. Next update tomorrow at 11:00, or sooner if the situation changes.

  » Updated Mon, 17 Mar 2025 17:09:00 +0000

• Update

  Config has been amended to allow 15 seconds for a response from Credas, up from 10 seconds. Unfortunately we are still seeing a lot of errors. A banner has been applied to the plans page advising prospective customers that they can call CBS to purchase funeral plans if they are unable to do so via the website. Credas continue to investigate the issue, which is impacting all their clients. Next update 17:30 or sooner if the situation changes.

  » Updated Mon, 17 Mar 2025 16:08:00 +0000

• Investigating

  Since 10:00 AM, there has been a higher-than-normal rate of time-out errors on the identity validation endpoint used in the Funeralcare pre-need plans journey. These errors stem from calls to Azure Integration Services (AIS), which are timing out when attempting to contact the third-party provider, Credas. Credas has notified us of system performance issues and slow response times since last Wednesday 12th and are actively working on a resolution. Next update 17:00 or sooner if the situation warrants.

  » Updated Mon, 17 Mar 2025 14:09:00 +0000