On April 14th at 11:28am (UK Time), users on the Cloud POS Back Office and eCommerce platform experienced disruption in the form of speed issues and eCommerce site outages.
This prompted an immediate investigation into the cause of the issue, and we identified unusual network behavior affecting one of our hosts. To address this quickly, we took immediate steps to isolate and stabilise the environment so that performance could recover.
The platform is stable, and has remained stable since this action was taken at approximately 11:40am (UK Time).
Following this, we continued to investigate the underlying cause, including discussion with our network provider. Later that day, our network provider confirmed a fault on their side of the network, beginning at the exact time we first saw the issue here.
We are working with our provider to ensure that the network issue has been fully resolved. As a precaution, we have also taken additional steps internally to enhance resilience and monitoring, ensuring continued service stability.
We appreciate your understanding, and remain committed to delivering reliable service for users of the platform.