We’re pleased to advise our full disaster recovery plan has been successfully executed.
All the historic files have now been restored. All systems and processes are working as expected.
A full investigation is now underway to determine exactly what happened to our systems, and to see what lessons can be learned.
We would like to take this opportunity to apologise for any inconvenience and to thank you for your support during this unexpectedly tough period.
Posted Apr 14, 2024 - 13:18 BST
Update
2.8 million file attachments dating back to the beginning of 2020 have been successfully restored today. We're continuing to restore pre 2020 files over the weekend ready for business on Monday.
Posted Apr 12, 2024 - 17:22 BST
Update
We're pleased to report that the CRM and its background processes remain in good working order.
Please note that some of yesterdays automated background processes such as reports, emails, SMS, and updates may not have taken place. Some of these maybe picked up in todays processes. However, if you notice any that are missing and you still need them, please raise a Support Request and our team will do their best to rerun them for you.
File attachments from 2023-24 have been fully restored. Older attachments are in the process of being restored and may not be available until later today. We ask that users try again later if they can't locate these.
Please let us know if you notice anything out of the ordinary and we will look into it right away.
Thank you for your patience.
Posted Apr 12, 2024 - 09:48 BST
Update
The main CRM remains in good working order and is ready for use.
Automated emails, SMS, reports, case updates etc. have started up as expected this morning.
Posted Apr 12, 2024 - 07:30 BST
Monitoring
We're pleased to confirm that our Disaster Recovery has been successful, the main CRM has been restored and is ready for use.
Automated process such as emails, SMS and reports will be started first thing in the morning.
Posted Apr 12, 2024 - 01:25 BST
Update
Update
Our system configuration process is underway. Testing will commence when this is completed.
We remain on target.
Posted Apr 11, 2024 - 21:02 BST
Update
Update
Our system recovery process has completed.
We remain on schedule.
Posted Apr 11, 2024 - 19:26 BST
Update
Update
We're pleased to advise that our Disaster Recovery Plan remains on target. We expect to have all systems operational for business tomorrow.
The system recovery process is currently running and is due to be completed in the next 2 hours.
We will test all connections and services during the course of the evening and into the night.
Posted Apr 11, 2024 - 17:20 BST
Update
Update
- Migrate data to the new server - in progress and on target
Posted Apr 11, 2024 - 16:28 BST
Update
Update
- Rebuild our server and operating system - completed - Reinstall software - completed
Posted Apr 11, 2024 - 12:25 BST
Identified
We regret to inform you that we have had a major outage on our main server. This has resulted in the need for us to enact our disaster recovery process.
Next Steps
- Our system will be unavailable for the remainder of today - Users should avoid trying to access the CRM during this period - We will provide updates on our progress via this page
Our Process
- Rebuild our server and operating system - Reinstall software - Migrate data to the new server (no stored data has been or will be lost) - Test connections, services, and process - Provide a go live notification
We sincerely apologise for the inconvenience and hope that you'll understand that somethings are out of our hands. We will do our utmost to have your systems up and running by the close of the day so that you can start get your business up and running as normal tomorrow morning.
Posted Apr 11, 2024 - 11:14 BST
Update
We remain in contact with the Windows team who are working on a fix. A further update will be provided in the next 15 minutes.
Posted Apr 11, 2024 - 10:38 BST
Investigating
System are up and down at the moment. We're investigating why this occurring.
Posted Apr 11, 2024 - 10:03 BST
Monitoring
We're pleased to advise that systems are back up and in operation. We're continuing to discuss this with our provider and will ensure that we get to the root cause of the problem.
We’ll work on rerunning any missed reports and processes during the course of the morning.
Please accept our sincere apologies for the inconvenience.
Posted Apr 11, 2024 - 09:37 BST
Update
We're currently in discussion with the server team about the next steps. We will provide an update on progress and timings ASAP.
Posted Apr 11, 2024 - 09:11 BST
Update
This has been escalated to the highest possible position and has a team of people looking at resolving the problem.
Posted Apr 11, 2024 - 08:53 BST
Update
Our engineers are currently hard at work trying to find the issue behind this.
Posted Apr 11, 2024 - 08:31 BST
Update
The network team are continuing to investigate the problem and will have an update shortly.
Posted Apr 11, 2024 - 07:59 BST
Investigating
We have escalated to our network provider who is looking into it.
Posted Apr 11, 2024 - 07:13 BST
This incident affected: CRM, Letters / Emails / SMS, and Reports.