On Tuesday 26th February at 11:40, we identified a problem through our monitoring software that indicated customer transaction times were taking longer than normal to process. This would have meant that some customers noticed a slowdown in service, a time out on authenticating or a ‘no response.’

GBG initiated an incident call at 11:45 in which we found 2 out of the 8 Application Servers had increased high disk utilisation. We proceeded to remove these from the active pool so that they would not be used by customers. Once this was done, full service was resumed and normal processing times resumed.

Customers who were not hitting these 2 Application servers would not have been impacted.

We are investigating what impacted these servers to determine how to prevent this from happening again.

We apologise for the impact that this has had on your business. If you have any queries regarding this information, please contact our Helpdesk Team on id3globalhelp@gbgplc.com or 0844 888 1136.