Service Advisory – EVO Platform Service Degradation

Update timeline

1. investigating Oct 12, 2026, 09:13 AM UTC

   Dear Customer, We are currently investigating an issue affecting the EVO Platform and associated services. What is happening? Our monitoring systems have identified elevated response times within the EVO platform, resulting in severe service degradation. Users may experience slow performance, difficulties accessing services, or an inability to use applications as expected. Impact All applications within the EVO platform may be affected. Both internal users and external customers are experiencing service disruption. The issue is impacting customers across the UK. Current Status Our technical teams have identified the fault area and are actively working to restore normal service as a priority. Specialist engineers from our IT Operations and EVO Product & Engineering teams are investigating and reviewing platform logs to resolve the issue as quickly as possible. We’re here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Link: Home | Access PaySuite DDCMS Help Centre Thank you for your continued patience and understanding. Your Access Team

2. monitoring Oct 12, 2026, 10:11 AM UTC

   Dear Customer, We would like to provide an update regarding the earlier service disruption affecting the EVO Platform and associated services. Current Status: Monitoring Our technical teams have implemented mitigation measures and successfully restored service. The platform is now operating normally, and internal monitoring confirms that services have stabilised. What happened? Earlier today, customers experienced severe degradation across the EVO Platform, resulting in slow performance and service unavailability for some users. Actions Taken IT Operations teams failed over the SQL services to the secondary node. Monitoring tools have confirmed that platform services have stabilised. Internal testing has verified that EVO-related pages and services are loading as expected. Current Position Service was restored at 10:32am (12 October 2026). While services are now available, our technical teams are continuing to monitor the platform closely and the incident bridge remains open while a full root cause investigation is completed. Next Update We will provide a further update if there is any significant change or once the incident has been formally closed. We’re here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Link: Home | Access PaySuite DDCMS Help Centre Thank you for your continued patience and understanding. Your Access Team

3. resolved Oct 12, 2026, 03:15 PM UTC

   Dear Customer, We are pleased to confirm that the earlier service degradation affecting the EVO Platform has been resolved. Service was restored at 10:32am BST and has remained stable following mitigation actions taken by our technical teams. Ongoing monitoring confirms normal platform operation, and the underlying cause has been identified and understood. We’re here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Link: Home | Access PaySuite DDCMS Help Centre Thank you for your continued patience and understanding. Your Access Team