Form3 incident

INC161492 - Potential degradation to the Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling service

Form3 experienced a minor incident on September 29, 2023 affecting Direct Non Settling (IRE) and Direct (IRE), lasting 1d 13h. The incident has been resolved; the full update timeline is below.

Started: Sep 29, 2023, 01:30 PM UTC
Resolved: Oct 01, 2023, 03:18 AM UTC
Duration: 1d 13h
Detected by Pingoru: Sep 29, 2023, 01:30 PM UTC

Affected components

Direct Non Settling (IRE)Direct (IRE)

Update timeline

investigating Sep 29, 2023, 01:30 PM UTC

Form3 are investigating a potential performance degradation to the Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling service. Investigations are ongoing and an update will be provided as soon as more information becomes available.
investigating Sep 29, 2023, 01:58 PM UTC

We are working with our 3rd Party Provider to continue to investigate root cause as high priority Customers may experience service degradation whilst investigations are ongoing. We will provide an update as soon as more information becomes available.
investigating Sep 29, 2023, 02:31 PM UTC

We are continuing to work with our 3rd Party Provider to investigate root cause as high priority. Customers may experience service degradation whilst investigations are ongoing. We will provide an update as soon as more information becomes available.
identified Sep 29, 2023, 03:25 PM UTC

We have identified the issue to the Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling services causing a degradation to accessing the service. We are working with a 3rd Party Provider to resolve the issue as quickly as possible. We will post an update at 16:30 UTC unless there is further information to share before this time.
identified Sep 29, 2023, 04:35 PM UTC

We have identified the issue on the Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling services that is causing performance degradation. Our Incident Response team is continuing to actively working to resolve this as high priority. We will post an update at 17:30 UTC unless there is further information to share before this time.
monitoring Sep 29, 2023, 05:53 PM UTC

A fix has been implemented and we are in a period of monitoring. Impacted customers may still experience a processing delay while the remaining backlog is cleared on the Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling services. We will provide an update on resolution in due course.
resolved Oct 01, 2023, 03:18 AM UTC

The issue affecting Form3 - UK Bacs - Direct and Form3 - UK Bacs - Direct Non Settling services has been resolved as of 02:51 UTC. We have confirmed, following a period of monitoring, that the service has returned to normal processing and no further degradation has been observed. Further details will be provided in the postmortem in due course.
postmortem Oct 02, 2023, 12:38 PM UTC

At 11:23 UTC on Friday 29th of September, we identified an issue impacting the processing times of files for the Form3 UK Bacs Direct & Direct Non Settling service. Root cause was isolated to a file processing issue with a Third Party Provider. A fix was identified and implemented to allow files to process successfully. Form3 are implementing preventative measures to avoid the risk of reoccurrence.