Service Notification 14 Nov: Pay Engine Performance Issues

We are aware of persistent issues with the speeds and performance of the pay enginge, impacting customers in Australia, New Zealand and the United Kingdom today.

14 Nov 6.49pm: Our Partner advises that services have been fully restored. We are monitoring this closely, and will provide further update as required.

14 Nov 4.05pm:

The Payroll platform performance is improving. Customers can use the platform but may experience errors and timeouts whilst doing so.
The root cause remains under urgent investigation with our Key Partner, and we will continue to provide updates as the situation progresses.

14 Nov 2.25pm:

Dear customer;

As you will be aware, there is currently an outage within the Pay Engine, which is impacting all payroll actions.

One of our key partners is experiencing a widespread outage and has yet to perform successful mitigation within their contracted service levels. This impacts all customers in Australia, New Zealand and the United Kingdom. Our CEO has been in regular contact with the CEO of the partner as this outage has been progressing.

We are working closely with our key partner to manage the incident and drive to a resolution for our customers as quickly as possible and will provide updates as soon as we can.

While we are working towards resolving this before the close of business today, we would like to be proactive if it is not. We understand this may be impacting your payroll deadlines and payments for your staff, and we wish to allow time for you to make decisions around communicating this to them.

We sincerely apologise for the inconvenience and additional pressure on your teams; we are working urgently with our partner to resolve this.

Our priority is to get our customers operational again as quickly as possible. Once the issue has been resolved, a detailed investigation will be conducted with our key partner around mitigating actions and their ongoing commitments to our service levels.

Warm Regards

Team Roubler

14 Nov 12.00pm: Performance issues are unfortunately persisting and the root cause has not yet been identified, and this remains a top priority for our team. We are working hard to get a resolution as quickly as possible. Next update at 2pm.

14 Nov 10.30am: There are intermittent issues logging into the pay engine, errors such as 'Bad Gateway' and time outs are occurring. When logged in, performance is poor with long load times. This is being investigated and mitigation steps put in place as quickly as possible. Next Update 12pm 14 Nov

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