Time: Oct. 25, 2024, 1:09 p.m.

Status: Resolved

Update: We are continuing to work closely with our third-party provider and affected customers to resolve the ongoing performance issues with Insights. Because we have successfully identified those affected, we will be closing out this status page. If you have any further questions or issues, please reach out to support.

Time: Oct. 22, 2024, 8:46 a.m.

Status: Identified

Update: Unfortunately, we still have not been able to implement a permanent fix to the Insights+ performance issue, which means that some users continue to experience longer load times when accessing their dashboards. We want to assure you that our team is actively working to find a solution. We have escalated this issue with our third-party provider who is reviewing different options to fix the issue. While we don’t want to shift the blame, we are limited in resolving this issue on our own and depend on their assistance to move forward. Currently, we are unable to provide a clear timeline for implementing a fix. As previously communicated, this does not impact the main Assure system or the AssureGO+ app. We apologise for the impact this has on you. Please know finding a fix is a priority. We will provide an update as soon as we have additional information. Thank you.

Time: Oct. 15, 2024, 2:37 p.m.

Status: Identified

Update: We have not yet been able to implement a permanent fix to the Insights+ performance issue, which means that some users continue to experience longer load times when accessing their dashboards. We want to assure you that our team is actively working with our third-party provider who is reviewing different options to fix the issues. Currently, we are not yet able to provide a clear timeline for implementing a fix. As previously communicated, this does not impact the main Assure system or the AssureGO+ app. We apologise for the impact this has on you. Please know finding a fix is a priority. We will provide an update as soon as we have additional information. Thank you.

Time: Oct. 9, 2024, 9:44 a.m.

Status: Identified

Update: We are still experiencing an issue with Insights+ performance which means users may experience longer load times when accessing their dashboards. The main Assure system and AssureGO+ remain unaffected. We want to assure you that we are working closely with our third-party provider and have begun testing a possible fix. While we continue this process, we will provide another as soon as we learn more. Thank you for your continued patience as we work towards a resolution.

Time: Oct. 2, 2024, 9:42 a.m.

Status: Identified

Update: We have identified that the issue is originating from a third-party service and our team is actively working with them to resolve it. At this time, we cannot provide a timeline for resolution. Users may continue to experience longer load times or timeout errors when accessing their dashboards, but the main Assure system and AssureGO+ remains unaffected. We will provide further updates as soon as new information becomes available. Thank you for your patience.

Time: Oct. 2, 2024, 7:57 a.m.

Status: Investigating

Update: We’re currently investigating reports of a potential service interruption with Insights+ UK. Some users may be experiencing long load times or a timeout error when trying to access their dashboards. The main Assure system and AssureGo+ are currently unaffected. We apologise for any inconvenience this may be causing and we will post another update as soon as we learn more.

Time: Sept. 3, 2024, 8:05 a.m.

Status: Resolved

Update: Performance levels have stabilised for Insights UK. We will continue to monitor the situation closely moving forward. We apologise for any inconvenience this Incident may have caused you.

Time: Sept. 2, 2024, 11:32 a.m.

Status: Monitoring

Update: After a reboot of our server, performance levels have stabilised, we will continue to monitor the situation closely moving forward. We apologise for any inconvenience this Incident may have caused this morning.

Time: Sept. 2, 2024, 8:43 a.m.

Status: Investigating

Update: We’re currently investigating reports of a potential service interruption with Insights+ UK. Some users may be receiving a timeout error when trying to access their dashboards. The main Assure system is currently unaffected. We apologise for any inconvenience this may be causing and will post another update as soon as we learn more.

Time: Aug. 6, 2024, 9:19 a.m.

Status: Resolved

Update: Earlier today we observed degraded performance for customers in the EMEA region. Our monitoring systems alerted us to the issue, enabling our team to quickly identify the cause and implement a fix to optimise the affected processes. After continued monitoring, we are confident that the issue has been resolved. We are sorry for any inconvenience this may have caused you.

Time: Aug. 6, 2024, 8:13 a.m.

Status: Monitoring

Update: Performance levels on UK Assure have stabilised, we will continue to monitor the situation as we move forward.

Time: Aug. 6, 2024, 7:50 a.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: Aug. 6, 2024, 7:49 a.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: Aug. 6, 2024, 7:34 a.m.

Status: Investigating

Update: Our monitoring systems have flagged degraded performance on UK Assure and we are currently investigating the cause of the issue.

Time: July 17, 2024, 3:06 p.m.

Status: Resolved

Update: Earlier today we found an issue with the overnight updates, which caused data in the cross-module and incident datasets to be out of date for some EMEA customers. Our team have now addressed the issue, and we're happy to confirm that both datasets are now fully updated and reflect accurate information. We appreciate your patience and understanding as we worked to resolve this matter.

Time: July 17, 2024, 1:27 p.m.

Status: Monitoring

Update: We have identified the issue that caused some data in Insights not to update overnight for some of our EMEA customers. The data for the cross-module cube has now been successfully updated. We are actively working on updating the incident dataset. Thank you for your patience as we work to resolve these issues.

Time: July 17, 2024, 9:49 a.m.

Status: Monitoring

Update: On Tuesday, 16 July 2024 some users experienced issues accessing Insight dashboards. Our team implemented a fix across all regions and after monitoring we are confident that the issue is resolved. All users should be able to access Insights as expected. We have however been alerted by our standard monitoring that overnight updates for the Incident and the Crossmodule datasets did not complete for some EMEA customers. This means that dashboards using these datasets are showing data which could be up to 24 hrs out of date. We are currently investigating this issue and will provide an update by 2 p.m. BST We are sorry for any inconvenience this is causing you!

Time: July 16, 2024, 4:28 p.m.

Status: Identified

Update: Some users have been experiencing issues accessing Insights dashboards. Whilst the issue has been fixed for our ANZ and North American customers, our team is continuing to implement the fix for our EMEA customers. For some customers in EMEA the issue has now been resolved and users can access Insights as expected. For those customers still experiencing issues, we are working hard to implement a fix. We now anticipate that this work will continue into the late evening and be completed with the overnight updates by tomorrow morning. We apologise for any inconvenience and thank you for your patience during this time.

Time: July 16, 2024, 11 a.m.

Status: Identified

Update: Some users are currently experiencing issues accessing Insights dashboards. The issue has been identified and a fix is currently being implemented across all regions. We can confirm that the fix has been implemented on the ANZ and NA stacks and Insights is fully operational. We will continue to monitor the situation. The team is actively working on implementing the fix on the UK stacks. Due to the size of the datasets, we are anticipating that the work required to get Insights fully operational will take until the end of the UK working day. We will provide an update by latest 7pm BST. We apologise for any inconvenience and thank you for your patience during this time.

Time: July 16, 2024, 7:59 a.m.

Status: Investigating

Update: We’re currently investigating reports of a potential service interruption with Insights+. Users are receiving no results when trying to access their dashboards. The main Assure system is currently unaffected. We apologise for any inconvenience this may be causing and will post another update as soon as we learn more.

Time: July 11, 2024, 8:23 a.m.

Status: Resolved

Update: After experiencing delays in receiving system notifications on 4 July 2024 our team were able to identify the issue and then implement a permanent fix. We have continued to monitor the notification service over the last week and are confident that the issue has been fully resolved. We apologise again for any inconvenience this may have caused and thank you for your patience.

Time: July 5, 2024, 9:36 a.m.

Status: Monitoring

Update: After experiencing delays with sending notifications on 4 July 2024 our team immediately worked on implementing a fix. Following further investigation and testing, a permanent fix has now been implemented and our team will continue to monitor the notification service. All notifications that were delayed have now been processed and sent. Please note, some users may have received duplicate notifications during this process. We apologise for the inconvenience this has caused and thank you for your patience.

Time: July 4, 2024, 2:30 p.m.

Status: Identified

Update: Earlier today, customers on our UK services experienced delays in receiving system notifications. We have identified the issue and our team implemented an interim fix to ensure notifications are now being processed normally. Any previously unsent notifications will be sent following this fix. Please note that this may trigger some notifications to be resent again. Our team is actively working on identifying and testing a permanent fix. In the meantime, we will closely monitor the system to ensure notifications are processed as expected. We will provide an update once the permanent fix is implemented. We apologise for any inconvenience this may have caused. Thank you for your understanding and patience.

Time: July 4, 2024, 1:24 p.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: July 4, 2024, 10:59 a.m.

Status: Investigating

Update: We are aware that some customers on our UK service have experienced delays in receiving system notifications. Our teams are actively working on the issue to resolve this problem. We apologise for any difficulties this is causing you and are working on resolving the issue as soon as possible.

Time: July 4, 2024, 10:59 a.m.

Status: Investigating

Update: We are aware that some customers on our UK service have experienced delays in receiving system notifications. Our teams are actively working on the issue to resolve this problem. We apologise for any difficulties this is causing you and are working on resolving the issue as soon as possible.