Issue Summary

Some Tyro terminals using the 3G/4G network to connect to Tyro’s transaction acquiring platform experienced a degradation of service as a result of a broader national network provider outage on Monday morning, 21 May 2018.

Tyro Incident Number

82310

Description of Impact

At around 10:02 on Monday 21 May 2018, Tyro's Operations team detected unusual interruptions to our customers’ ability to connect to our transaction acquiring platform. The broader national network outage gradually recovered and was completely resolved by 12:10.

Technical Root Cause

Investigations identified that the impact was a result of a broader national network outage, which was unfortunately outside of Tyro's control.

Communication During Incident

status.tyro.com was updated on a regular basis throughout the incident, along with regular Facebook updates. A message was played on Tyro's Contact Centre during the period of the issue to inform callers.

Remediation

Tyro closely monitored network and transaction traffic during the incident.

Prevention

Tyro maintains multiple levels of redundancy. The broader national network outage was unfortunately outside of Tyro's control, impacting many telecommunications services.