Impact Timescales
08:37 – 09:09 UK Geo Lifestyle Characteristics (0322)
Impact Timescales
09:50 – 09:56 UK Geo Lifestyle Characteristics (0322)
Cause Event
On Tuesday 9th of July, we experienced two issues with our credit service that affected the above item checks.
Issue 1 – 0837 – 09:09 – Supplier investigated this issue and could find no cause at that time so implemented a reboot of their front end services. This restored the service to our customers
Issue 2 – 0950 – 09:56 – The issue recurred as the supplier was still investigating the previous incident, the supplier rebooted their service and this restored the service for our customers.
The Supplier investigation has identified that the cause of the impacts were from a change that was implemented at 0600 on the morning. This change was scheduled, subject to change processes and had been tested successfully in all supplier pre-production environments. The earlier testing did not identify that any post implementation issues were evident from the change so were satisfied to deploy this to live. While their more detailed investigation is continuing the service issue was introduced by this change but not evident from their original testing but had been caused by the change. The supplier removed that change at 10:20.
Remediation Actions
As a result of the supplier investigation they learnt that they were not: