At 9:23am on 14/7/2021 our monitoring triggered alerts that our primary data centre was not handling transactions. Resolver teams were investigating within 5 minutes and determined that some unknown physical or network issue was affecting the primary site. This was escalated to our provider to investigate.
While this investigation was ongoing GBG discovered that the synchronized database was affected to had to prepare for a manual fail-over to our secondary site. The preparation of this took longer than normal execution of failover as the state of the database needed to be verified.
The manual process was started at 1045 and completed at 1058. From this point customers would have been able to transact with the platform.
We apologise for any inconvenience caused during this incident.