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.

Time: Oct. 3, 2023, 10:44 a.m.

Status: Postmortem

Update: Following the service disruption within the SSL3 Perquisite environment on 28/09/2023 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/13944587693213](https://support.darwin.com/hc/en-us/articles/13944587693213) We are very sorry for the inconvenience caused by this incident, and should you have any further question on this, your Client Manager will be happy to help.

Time: Sept. 28, 2023, 9:40 a.m.

Status: Resolved

Update: The issue with SSL3 Perquisite deployment has now been resolved. Users are now able to access the Reward Centre and Control Centre as normal, and batch processes such as reports and data uploads are progressing again. We are back at full capacity, and we're currently reviewing the root cause of the problem. Once our further investigation into the issue been completed, we will follow up with an incident report to provide full details on the cause and how we are looking to prevent this happening again going forwards.

Time: Sept. 28, 2023, 9 a.m.

Status: Monitoring

Update: We have now restored a minimum service, and users can access the Reward Centre and Control Centre as normal, and batch processes such as reports and data uploads will start progressing again. We are now working towards returning to full capacity, at which point we'll be back to full performance. We will update when this is complete. We expect to have this ready in approximately half hour.

Time: Sept. 28, 2023, 8:51 a.m.

Status: Identified

Update: We have identified the cause of the service outage. We are now in the process of redeploying the servers to address a fault. We also expect to have a minimum service restored within 15 minutes. We expect to have this ready in approximately 15 minutes, at which point we will provide a further update.

Time: Sept. 28, 2023, 8:33 a.m.

Status: Identified

Update: We are currently investigating a service outage within our SSL3 Perquisite production 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 a problem with the deployment of new servers which has impacted service, and we are working to restore service as quickly as possible. We are looking into this as a priority, and will provide an update shortly as our investigation progresses.

Time: Oct. 3, 2023, 10:44 a.m.

Status: Postmortem

Update: Following the service disruption within the SSL3 Perquisite environment on 28/09/2023 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/13944587693213](https://support.darwin.com/hc/en-us/articles/13944587693213) We are very sorry for the inconvenience caused by this incident, and should you have any further question on this, your Client Manager will be happy to help.

Time: Sept. 28, 2023, 9:40 a.m.

Status: Resolved

Update: The issue with SSL3 Perquisite deployment has now been resolved. Users are now able to access the Reward Centre and Control Centre as normal, and batch processes such as reports and data uploads are progressing again. We are back at full capacity, and we're currently reviewing the root cause of the problem. Once our further investigation into the issue been completed, we will follow up with an incident report to provide full details on the cause and how we are looking to prevent this happening again going forwards.

Time: Sept. 28, 2023, 9 a.m.

Status: Monitoring

Update: We have now restored a minimum service, and users can access the Reward Centre and Control Centre as normal, and batch processes such as reports and data uploads will start progressing again. We are now working towards returning to full capacity, at which point we'll be back to full performance. We will update when this is complete. We expect to have this ready in approximately half hour.

Time: Sept. 28, 2023, 8:51 a.m.

Status: Identified

Update: We have identified the cause of the service outage. We are now in the process of redeploying the servers to address a fault. We also expect to have a minimum service restored within 15 minutes. We expect to have this ready in approximately 15 minutes, at which point we will provide a further update.

Time: Sept. 28, 2023, 8:33 a.m.

Status: Identified

Update: We are currently investigating a service outage within our SSL3 Perquisite production 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 a problem with the deployment of new servers which has impacted service, and we are working to restore service as quickly as possible. We are looking into this as a priority, and will provide an update shortly as our investigation progresses.

Time: Sept. 15, 2023, 6:42 a.m.

Status: Postmortem

Update: Following the service disruption within the SSL2 Perquisite on June 30th, 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/13571779905181](https://support.darwin.com/hc/en-us/articles/13571779905181) Should you have any further questions on this issue, your Client Manager will be happy to help.

Time: Aug. 30, 2023, 5:01 p.m.

Status: Resolved

Update: The issue with the queuing service that was preventing the processing of batch processes in the SSL2 environment has now been resolved. The system is now working through a backlog of outstanding reports and data uploads that were due to be processed during this time, and we anticipate this will clear within the next hour. We will continue monitoring in the meantime to ensure service remains stable following the fix. Once our further investigation into this issue been completed, we will follow up with an incident report to provide full details of the cause and how we are looking to prevent this issue happening again going forwards.

Time: Aug. 30, 2023, 3:10 p.m.

Status: Investigating

Update: We are currently investigating a service outage within our SSL2 Perquisite production environment. The batch processing jobs such as reports and data uploads are currently not progressing. We have an issue with the message queuing tool, and are currently working on a fix to restore service as quickly as possible. We will update again shortly as our investigation progresses.

Time: Sept. 15, 2023, 6:42 a.m.

Status: Postmortem

Update: Following the service disruption within the SSL2 Perquisite on June 30th, 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/13571779905181](https://support.darwin.com/hc/en-us/articles/13571779905181) Should you have any further questions on this issue, your Client Manager will be happy to help.

Time: Aug. 30, 2023, 5:01 p.m.

Status: Resolved

Update: The issue with the queuing service that was preventing the processing of batch processes in the SSL2 environment has now been resolved. The system is now working through a backlog of outstanding reports and data uploads that were due to be processed during this time, and we anticipate this will clear within the next hour. We will continue monitoring in the meantime to ensure service remains stable following the fix. Once our further investigation into this issue been completed, we will follow up with an incident report to provide full details of the cause and how we are looking to prevent this issue happening again going forwards.

Time: Aug. 30, 2023, 3:10 p.m.

Status: Investigating

Update: We are currently investigating a service outage within our SSL2 Perquisite production environment. The batch processing jobs such as reports and data uploads are currently not progressing. We have an issue with the message queuing tool, and are currently working on a fix to restore service as quickly as possible. We will update again shortly as our investigation progresses.