On the 27th of March between 15:06-15:20, we experienced a priority one incident on the ID3globa/URU platform.
GBG regularly deploy change to its ID3global platform and while some change is set to occur at specific times our deployment design allows change to be undertaken constantly. GBG use an instant failover between the primary and secondary sites to deliver change on the platform without allowing that to impact our customer transactions (being handled by the secondary site or vice versa).
During our deployment on 27th March our inter site communication (which supports the above design requirement) failed. This meant to our customers that, while they could send transactions to be processed, the ID3global platform experienced an outage.
While investigating with our resolver team and upstream suppliers the inter site communication issue recovered, allowing the remaining activities for the deployment to continue with no further impact.
GBG and its suppliers have continued to investigate the underlying root cause for this interruption – escalating to several vendors in the extensive process. The root cause was a firewall configuration on our service provider’s side. A fix has been implemented, tested and no further interruption has been caused for our customers.
We apologise for the delay in publishing the RCA and for the inconvenienced caused.