Time: Aug. 21, 2024, 3:31 p.m.

Status: Resolved

Update: A full service has now been restored to our Prod1 Darwin environment. We are now further investigating the root cause of the outage, and will follow up with a full incident report as soon as this work is complete. We apologise for the inconvenience caused by this issue, and should you have any further questions in the meantime then your Client Manager will be happy to help. Kind Regards Darwin Technology Team

Time: Aug. 21, 2024, 3:25 p.m.

Status: Investigating

Update: We are currently investigating a service outage within our Prod1 Darwin environment. Users are seeing an error page when trying to access both Reward Centre and Control Centre, and batch processing jobs such as reports and data uploads are currently not progressing. We have identified an issue with one of the database technologies in this environment, and are looking into this as a priority. We will send a further update as soon as possible.

Time: Aug. 21, 2024, 3:33 p.m.

Status: Resolved

Update: A full service has now been restored to our SSL2 Perquisite Darwin environment. We are now further investigating the root cause of the outage, and will follow up with a full incident report as soon as this work is complete. We apologise for the inconvenience caused by this issue, and should you have any further questions in the meantime then your Client Manager will be happy to help. Kind Regards Darwin Technology Team

Time: Aug. 21, 2024, 3:19 p.m.

Status: Investigating

Update: There is currently an issue affecting the Reward Centre within our SSL2 Perquisite environment and users will currently be presented with an error page whenever accessing the site. Any batch processes such as reports and data uploads are also affected by this issue, and are currently not progressing. We have determined an issue with one of the database technologies used within this environment, and are working on a fix as a priority. We will follow up with a further update as soon as possible.

Time: May 23, 2024, 4:07 p.m.

Status: Resolved

Update: We are no longer experiencing email delivery delays from the SSL, SSL2, SSL3 and HK Perquisite environments. Our Email Delivery Platform provider have fixed an issue that was causing emails to be held in a queue within their system, and they have since processed the backlog of outstanding emails from this time. Following this, we are now seeing email delivery times return to normal based on our testing and the latest email delivery logs, but will continue to monitor this closely. We are working with the provider to determine the root cause of the issues during today, and once this investigation is complete we will publish a full incident report. We apologise for the inconvenience caused by the issue today, and should you have any further queries related to this, your Client Manager will be happy to help. Kind Regards Darwin Technology Team

Time: May 23, 2024, 12:21 p.m.

Status: Investigating

Update: We are currently experiencing delays with the delivery of emails sent from our SSL Perquisite, SSL2 Perquisite, SSL3 Perquisite, and HK Perquisite production environments. This issue affects all emails generated through the Reward Centre, Control Centre, or by our batch processing functionalities such as reporting. While emails are successfully created within the Darwin application and sent to our Email Delivery Platform, they are being held in a queue and are currently awaiting delivery. We are prioritizing this issue and working with the Email Delivery Platform’s support team to identify the cause of the delays. We will provide updates as soon as we have more information on when to expect a resolution.

Time: May 23, 2024, 4:07 p.m.

Status: Resolved

Update: We are no longer experiencing email delivery delays from the SSL, SSL2, SSL3 and HK Perquisite environments. Our Email Delivery Platform provider have fixed an issue that was causing emails to be held in a queue within their system, and they have since processed the backlog of outstanding emails from this time. Following this, we are now seeing email delivery times return to normal based on our testing and the latest email delivery logs, but will continue to monitor this closely. We are working with the provider to determine the root cause of the issues during today, and once this investigation is complete we will publish a full incident report. We apologise for the inconvenience caused by the issue today, and should you have any further queries related to this, your Client Manager will be happy to help. Kind Regards Darwin Technology Team

Time: May 23, 2024, 12:21 p.m.

Status: Investigating

Update: We are currently experiencing delays with the delivery of emails sent from our SSL Perquisite, SSL2 Perquisite, SSL3 Perquisite, and HK Perquisite production environments. This issue affects all emails generated through the Reward Centre, Control Centre, or by our batch processing functionalities such as reporting. While emails are successfully created within the Darwin application and sent to our Email Delivery Platform, they are being held in a queue and are currently awaiting delivery. We are prioritizing this issue and working with the Email Delivery Platform’s support team to identify the cause of the delays. We will provide updates as soon as we have more information on when to expect a resolution.

Time: May 2, 2024, 3:40 p.m.

Status: Postmortem

Update: Following the delays in email delivery from our SSL, SSL2, SSL3 and HK Perquisite environments between 24/04/2024 and 26/04/2024, we have now concluded our investigation into the cause of the issue, and a full incident report can be found below: [https://support.darwin.com/hc/en-us/articles/18591053248413-2024-04-26-Severity-3-SSL-SSL2-SSL3-HK-Perquisite-Delayed-Email-Delivery](https://support.darwin.com/hc/en-us/articles/18591053248413-2024-04-26-Severity-3-SSL-SSL2-SSL3-HK-Perquisite-Delayed-Email-Delivery) Should you have any further questions on this issue, your Client Manager will be happy to help. Kind Regards Darwin Technology Team

Time: April 26, 2024, 3:56 p.m.

Status: Resolved

Update: We are no longer experiencing email delivery delays from the SSL, SSL2, SSL3 and HK Perquisite environments. Our Email Delivery Platform provider carried out a further change during today to ensure a full service has been restored, and our monitoring data to this point has confirmed delivery times have since returned to normal levels. The provider is continuing to investigate the root cause of the issue to ensure a comprehensive permanent fix is put in place moving forward. We will closely monitor the delivery times from our side whilst their work is ongoing. Upon completion of their investigation we will produce a full incident report and follow up to share further details of the issue. Should you have any questions in the meantime, your Client Manager will be happy to help. We again apologise for the inconvenience caused during this incident. Kind Regards Darwin Technology Team

Time: April 25, 2024, 7:53 p.m.

Status: Investigating

Update: We are continuing to experience delays in email delivery from our SSL, SSL2, SSL3 and HK Perquisite environments. Our Email Delivery Platform provider has applied a series of fixes throughout the day in an attempt to improve the situation, but are still to reach a full resolution, meaning we are seeing varied delivery times across the emails triggered through Reward Centre and Control Centre, as well as through our batch processes such as reporting. The investigation remains a highest priority with the provider given the impact this issue is having. We apologise for the inconvenience caused by the ongoing delays, and will provide further updates as soon as we can.

Time: April 24, 2024, 10:12 p.m.

Status: Investigating

Update: We are currently experiencing delays with the delivery of emails sent from our SSL Perquisite, SSL2 Perquisite, SSL3 Perquisite and HK Perquisite production environments. This is affecting all emails that are due to be generated through either the Reward Centre or Control Centre, or by our batch processing functionalities such as reporting. Emails are successfully being created within the Darwin application itself and pushed over to an Email Delivery Platform through which we send emails, but are then being held in a queue for a period of time within that system, before eventually being delivered. We are currently working as a priority with the Email Delivery Platform’s support team to determine the issue causing these delays, and will follow up as soon as we have further indication of when to expect a resolution.