ISSUE IDENTIFIED // Banners are missing from some websites
Monitoring - All websites identified as affected have been updated and the banners reinstated. If you notice issues with your Banners, please contact the Support Team who will arrange to have these updated.
Jan 27, 2023 - 13:20 GMT
Identified - We are aware of an issue whereby the eCommerce update has removed SubBanners from some websites. We are working to reinstate these banners and ensure that they are not removed as a result of future updates.
Jan 27, 2023 - 09:41 GMT
Uptime over the past 90 days. View historical uptime.
Cloud POS Operational
90 days ago
100.0 % uptime
Today
eCommerce Platform - Standard Operational
90 days ago
99.84 % uptime
Today
eCommerce Platform - Premium Operational
90 days ago
100.0 % uptime
Today
Cloud Reports Operational
90 days ago
100.0 % uptime
Today
Core Network Operational
90 days ago
100.0 % uptime
Today
API Operational
90 days ago
100.0 % uptime
Today
CloudMT Operational
90 days ago
100.0 % uptime
Today
Customer Rewards Operational
Courier Integration Module Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Scheduled Maintenance
MAINTENANCE SCHEDULED // Essential Server Maintenance - 31st January 2023 Jan 31, 2023 07:00-07:30 GMT
Please be aware that we have scheduled maintenance on selected servers tomorrow morning. We will deploy changes that will considerably improve the performance of those servers.

The work will begin at 07:00 and will take approximately 30 minutes to complete.

Those site that are located on the servers will experience a period of downtime while the work is completed.
Posted on Jan 30, 2023 - 17:41 GMT
System Metrics Month Week Day
Citrus-Lime Cloud POS
Fetching
Past Incidents
Jan 30, 2023

No incidents reported today.

Jan 29, 2023
ISSUE IDENTIFIED // Some eCommerce websites are failing to load.
Resolved - This incident has been resolved.
Jan 29, 07:06 GMT
Identified - The issue has been identified and a fix is being implemented.
Jan 29, 01:07 GMT
Investigating - We have identified the issue and are working to resolve this as soon as possible.
Jan 29, 00:58 GMT
Jan 28, 2023

No incidents reported.

Jan 27, 2023
ISSUE IDENTIFIED // Sales revenue not posting to Google Analytics
Resolved - Following successful monitoring of this issue, we can confirm that it is resolved; revenue is successfully reporting within Google Analytics.
Jan 27, 17:45 GMT
Monitoring - The issue which has caused sales revenue to fail when posting into Google Analytics has been resolved. We're monitoring this to ensure all sales from the update onwards present in Analytics.
Jan 27, 09:39 GMT
Identified - The cause of this issue has been identified and our Development Team are working to implement a fix as soon as possible.
Jan 26, 15:05 GMT
Investigating - We are investigating an issue whereby Sales Revenue is not currently reporting in Google Analytics. The revenue reporting stopped once a website had received the DLL update.

This will also affect revenue tracking against campaigns.
Jan 26, 09:46 GMT
Jan 26, 2023
RELEASE SCHEDULED // eCommerce Hotpatch - 26th January 2023
Completed - The scheduled maintenance has been completed.
Jan 26, 22:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 26, 18:00 GMT
Scheduled - Please be aware that we will be updating sites this evening with a hotpatch that will address two critical issues that have been identified since the major release earlier this week.

To read through the contents of the hotpatch, please refer to the release notes that have been emailed out within the last couple of minutes.
Jan 26, 17:50 GMT
ISSUE IDENTIFIED // Cart page displays an Error 500
Resolved - This issue was caused by some legacy settings within the active PaymentMethods within the setup of an eCommerce Site. These settings have now been removed and cart pages are loading without error.
Jan 26, 12:06 GMT
Identified - We have identified an issue with the cart page on selected websites, which presents an error 500 page upon loading. This is preventing customers from completing the checkout process.

Our Development Team are looking to implement a fix as soon as possible.
Jan 26, 11:32 GMT
RELEASE SCHEDULED // eCommerce Platform Update - 26th January
Completed - The scheduled maintenance has been completed.
Jan 26, 09:44 GMT
Scheduled - The remaining sites which have not yet been updated with the latest DLL roll-out will be updated in the early hours of the morning. This will include our Premium hosted sites.

As with all DLL updates, your site will experience a period of downtime whilst the site updates. Due to the significant changes which are being deployed within this update, the downtime may be longer than that which you usually experience. Our Development Team will be continually monitoring all websites during this update.

For further information on the contents of update, please refer to the recent communications which have been sent to you via email.
Jan 25, 20:04 GMT
ISSUE REPORT // Customer Rewards temporarily unavailable - 26th January 2023
Resolved - As part of the scheduled eCommerce release yesterday and today, we have also updated Cloud MT and Customer Rewards.

Whilst doing so we encountered an issue with Customer Rewards, which meant that the module was unavailable for a short period of time. The outage occurred between 06:00 and 07:00.

If Customer Rewards is enabled, checkout could not be completed during this time period.

This issue is now resolved.
Jan 26, 07:30 GMT
Jan 25, 2023
RELEASE SCHEDULED // eCommerce Update Scheduled - 25th January 2023
Resolved - This incident has been resolved.
Jan 25, 20:00 GMT
Investigating - We will be updating the eCommerce platform on 25th January 2023.

The update will take place throughout the day and there will be a short period of disruption to service while your site is updated.

For full details of the release contents, please refer to the release notes that have been emailed out to all
Jan 25, 09:57 GMT
RELEASE SCHEDULED // Cloud POS Hotpatch - 25th January 2023
Completed - The scheduled maintenance has been completed.
Jan 25, 15:05 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 25, 14:48 GMT
Scheduled - We will be undergoing maintenance at this time.

This maintenance should not cause any disruption.
Jan 25, 14:47 GMT
Jan 24, 2023
ISSUE IDENTIFIED // Some websites are currently offline
Postmortem - Read details
Jan 24, 17:52 GMT
Resolved - This issue has now been resolved and all of our Ecommerce sites are online.

A full issue report will be added to this page in due course.
Jan 24, 15:49 GMT
Update - We are continuing to work on a fix for this issue. This is our highest priority.

Please subscribe to the Status Page to receive updates via email.
Jan 24, 15:07 GMT
Identified - We are aware of an issue affecting websites on two of our servers.

Our Infrastructure Team have identified the cause and are already applying the fix. Further updates will follow as soon as they are available.
Jan 24, 13:52 GMT
ISSUE IDENTIFIED // Our Live Chat provider is experiencing an outage
Resolved - Our provider has resolved their issue and Live Chat is now available again.
Jan 24, 10:57 GMT
Identified - Our Live Chat provider is currently offline. We are contacting them directly for updates.

In the meantime, you can contact the Support Team via phone on:

01229 588628 (UK)
+353 1 691 7685 (IE)
+1 866 9999 091 (US)
Jan 24, 10:27 GMT
Jan 23, 2023

No incidents reported.

Jan 22, 2023

No incidents reported.

Jan 21, 2023

No incidents reported.

Jan 20, 2023
MAINTENANCE SCHEDULED // Essential Server Restarts - 20th January 2023
Completed - The scheduled maintenance has been completed.
Jan 20, 16:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 20, 13:01 GMT
Scheduled - This afternoon (20/01/23) we will be performing maintenance work on a number of servers.

The impact of this will be that websites located on each server, will experience a short period of down-time while that particular server restarts. This should not be longer than a couple of minutes and the work should be complete by 16:00.

This work is essential to the continued security and performance of the platform.
Jan 20, 12:50 GMT
MAINTENANCE SCHEDULED // Essential Server Updates - 20th January 2023
Completed - The scheduled maintenance has been completed.
Jan 20, 07:10 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 20, 07:00 GMT
Scheduled - We routinely need to carry out maintenance work on our infrastructure and network. This work is essential to ensure to ensure continued high levels of capacity, resilience, reliability and security.

Maintenance work on a specific web server is scheduled for Friday 20th January 2023, at 07:00 am. Sites hosted on this server will experience approximately 10 minutes of downtime while the work is completed.
Jan 19, 11:37 GMT
Jan 19, 2023
ISSUE IDENTIFIED // Cloud POS slow down
Postmortem - Read details
Jan 19, 17:12 GMT
Resolved - This incident has been resolved.
Jan 19, 17:12 GMT
Update - The cause of the speed issue has been identified and a solution is in place to bring Cloud POS up to full speed.

We are continuing to investigate the cause, so that preventative action can be implemented to prevent this same issue from occurring again.

We will remain monitoring speed.
Jan 19, 10:31 GMT
Identified - We have identified that some Cloud POS sessions are running slowly at the moment. This will not affect all users.

The issue is being investigated and further details will be provided as they become available.
Jan 19, 10:13 GMT
Jan 18, 2023
ISSUE IDENTIFIED // Cloud POS Outage - 18th January 2023
Postmortem - Read details
Jan 18, 10:02 GMT
Resolved - We experienced an Outage with Cloud POS this morning, 18th January, at 06:50.

This was identified and fixed, and Cloud POS was operating as normal, by 07:30.

A full incident summary is available in the postmortem section of this post.
Jan 18, 06:30 GMT
Jan 17, 2023
RELEASE SCHEDULED // Citrus-Lime Cloud POS - 17th January 2023
Completed - The scheduled maintenance has been completed.
Jan 17, 15:15 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 17, 15:01 GMT
Scheduled - We will be updating Cloud POS on Tuesday 17th January 2023, at 15:00.

We do not anticipate that there will be any disruption to service during the update.
Jan 17, 13:55 GMT
ESSENTIAL MAINTENANCE // Cloud POS Servers - 17th January 2023
Completed - The scheduled maintenance has been completed.
Jan 17, 10:15 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 17, 09:46 GMT
Scheduled - Please be aware that there will be some work carried out on the Cloud POS servers this morning.

We do not expect any Cloud POS downtime. However, there is a possibility that you could simply be logged out of Cloud POS and need to log back in again.

This work is beginning at 09:30 am, and shouldn’t take longer than 30 minutes.
Jan 17, 09:42 GMT
Jan 16, 2023
MAINTENANCE SCHEDULED // Cloud Reports - 16th January 2023
Completed - The scheduled maintenance has been completed.
Jan 16, 11:46 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 16, 11:30 GMT
Scheduled - Please be aware that we will be performing a restart of the server which hosts Cloud Reports.

This will take place at 11:30 on Monday 16th January.

You should expect approximately 10 - 15 minutes of disruption to service.
Jan 16, 11:10 GMT
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