eMerchantPay incident
emerchantpay - Genesis Gateway - Temporary service disruption
eMerchantPay experienced a major incident on December 17, 2020 affecting Genesis - admin console (PRODUCTION) and Genesis - admin console (STAGING) and 1 more component, lasting 19h 4m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 17, 2020, 05:54 PM UTC
Dear partner, We are experiencing a temporary service disruption. Investigation is in progress and we will update you once we have more details. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, Tech Support
- investigating Dec 17, 2020, 06:26 PM UTC
Dear partner, We have experienced a temporary network issue in one of our data centres. Please kindly note that the issue has been mitigated now and further detailed investigation is in progress. We will update you once we have more details. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, Tech Support
- resolved Dec 18, 2020, 12:59 PM UTC
Dear partner, Please be advised that the temporary network issue we experienced yesterday with one of our data centers has been fully resolved right after the mitigation we performed. Our detailed analysis has shown abnormal behaviour of a critical network component, which despite being highly available, was not operating as it was supposed to and created temporary hiccups. Further investigation with the manufacturer of this network component is in progress in order to avoid this issue from happening ever again. Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Tech Support team