Sev 2 Incident - 4575251 - Online shop performance issues

» View Event Details | Created Fri, 08 Jul 2022 16:06:00 +0000

Resolved

The Online Shop service remained stable over the weekend. Naveo have also confirmed infrastructure stability on their side. Actual root cause investigation is still under way and will be discussed as part of a review. No further updates.

Posted: Mon, 11 Jul 2022 09:06:00 +0000

Update

The performance issues on the Online Shop site started at 4.50pm and stabilised at around 5.20pm. We have had no errors on the Online Shop service since then. Under monitor status. Next update Monday 11th July 10am or earlier if issue re-occurs.

Posted: Fri, 08 Jul 2022 16:43:00 +0000

Investigating

We currently investigating performance issues on the shop.coop.co.uk site where customers are intermittently unable to search for a store and place orders. Increased response times are being observed during transactions. These performance issues are also impacting the retail picker app and retail admin panel. Our 3rd party supplier Naveo have been engaged to support investigations. Next update: 6pm.

Posted: Fri, 08 Jul 2022 16:06:00 +0000

Sev 2 Incident - 4582182 - Unable to check out

» View Event Details | Created Wed, 13 Jul 2022 12:00:00 +0000

Resolved

Customers have been able to check out on shop.coop.co.uk since yesterday after the new client credential for the basket API was applied and the maintenance page was removed at 2pm. All overnight processes have also successfully ran. A Post Incident Review will be held to discuss any lessons learned. No further updates.

Posted: Thu, 14 Jul 2022 09:42:00 +0000

Update

The issue affecting customers being unable to check out has been resolved. We are placing this incident under watch so that proactive checks can be performed on some other systems to prevent a similar issue from occurring again in the future. Next update: 14/07 10am or sooner if the situation warrants.

Posted: Wed, 13 Jul 2022 13:42:00 +0000

Update

We are still investigating the issue where customers are unable to check out and get up to date totals when adding to basket on shop.coop.co.uk. The maintenance page remains on the site whilst the teams are working to understand whether a client credential has expired for the basket API. Next update: 3pm or sooner if the situation warrants.

Posted: Wed, 13 Jul 2022 12:27:00 +0000

Investigating

Customers can not currently check out and get up to date totals when adding to basket on shop.coop.co.uk. A maintenance page has been applied whilst investigations are on-going Next update: 1:30pm.

Posted: Wed, 13 Jul 2022 12:00:00 +0000

Sev 3 Incident 4594302 - Service using address look up on Funeralcare Pre-Paid Plan & Direct Cremation Websites intermittently unavailable

» View Event Details | Created Thu, 21 Jul 2022 11:43:00 +0000

Resolved

Address look up service on the Funeralcare direct cremation and pre-paid plans pages have been stable since 15:01pm. Customers can use the address look up feature to select their address when entering their postcode. The issue appears to have been related to our 3rd party Experian credits, the team will follow up for more details. No further updates.

Posted: Thu, 21 Jul 2022 16:07:00 +0000

Investigating

We are investigating an issue with the address look up API on the Funeralcare Pre-Paid Plan & Direct Cremation Websites. Customers may not be able to use the address look up feature to select their address when entering their postcode however, they can manually enter the address and continue completing the form online. Next update: 4:00pm.

Posted: Thu, 21 Jul 2022 11:43:00 +0000

Awareness - PPS Maintenance 27th July

» View Event Details | Created Wed, 27 Jul 2022 15:25:00 +0000

Resolved

The PPS planned maintenance completed successfully last night with minimal impact to service. No further updates.

Posted: Thu, 28 Jul 2022 10:08:00 +0000

Scheduled

Scheduled change: Between 11pm tonight (Wednesday 27th July) and 6am tomorrow (Thursday 28th July) PPS, our third-party supplier, are performing planned maintenance. No outage is anticipated, though there may be a brief drop in connection to the Offers service while traffic is routed through the secondary server.

Posted: Wed, 27 Jul 2022 16:08:00 +0000

Awareness - Planned Change: CP-323 - ACI - Enhanced Endpoint Upgrade

» View Event Details | Created Thu, 28 Jul 2022 09:00:00 +0000

Scheduled

There is a planned change by ACI our 3rd party service provider on the 28th July from 9:00 - 17:30 to upgrade to the enhanced endpoint. ACI have been testing the endpoints over the last 30 days & we are confident there is no impact to service however, we will be working with the team to identify genuine alerts and restore our services as soon as possible. If you experience any problems please contact the Service Team at: GDL_CustomerPlatformServiceTeam@coop.co.uk or call us on 0843 212 0130

Posted: Thu, 28 Jul 2022 09:00:00 +0000

Awareness - CR-CP 570 - Funeralcare Pre-Paid Plan Maintenance page

» View Event Details | Created Thu, 28 Jul 2022 17:00:00 +0000

Resolved

All updates to the Funeralcare website have been completed today, this means we are now fully compliant to the new funeral plan industry regulations. The maintenance page for the Funeralcare pre-paid plans pages to ‘buy a plan’ was successfully removed at 10am, customers can purchase plans online. No further updates.

Posted: Mon, 01 Aug 2022 12:42:00 +0000

Update

The change to deploy a maintenance page to the Funeralcare pre-paid plans webpage to ‘buy a plan’ was successfully applied. The maintenance page will remain on the site until all updates are made to the website on Monday 1st August, to ensure we are compliant to the new funeral plan industry regulations.

Posted: Thu, 28 Jul 2022 16:29:00 +0000

Scheduled

In support of the Fit For Regulations (FFR) project which will ensure Co-op funeral plans are regulated by the Financial Conduct Authority (FCA). We will not be selling any pre-need plans on the website from 5pm on Thursday 28th July, a maintenance page will be applied to the Funeralcare pre-paid plans page until all regulatory changes are completed to the website on Monday 1st August.

Posted: Thu, 28 Jul 2022 17:00:00 +0000

Awareness - Emergency CR 566653 - Kronos Scheduled Totals Patch

» View Event Details | Created Fri, 29 Jul 2022 23:58:00 +0000

Resolved

The change performed by 3rd party UKG on Saturday 30th July to the Kronos system successfully completed. The Shifts service was down for approx. 2 hours during the planned change window. Shifts service is fully available for colleagues. No further updates.

Posted: Mon, 01 Aug 2022 08:33:00 +0000

Scheduled

Between 12am-6am on Saturday 30th July, 3rd party UKG (Kronos) will be performing some scheduled maintenance. UKG will be increasing the size of 1 database table within the application. There may be some disruption to service during this period where colleagues will not be able to access Shifts to view/amend their rota.

Posted: Fri, 29 Jul 2022 23:58:00 +0000