Tyro Incident number
312537
Description of Impact
On Saturday 10th August 2019, Tyro customers experienced delays in transaction reporting across the Tyro Portal, Tyro App and terminal reports.
Technical Root Cause
We were alerted of performance issues across our transaction processing systems. Investigations identified a carrier fault which resulted in the service degradation between our cross data centre communications.
Prevention
Tyro is working with our carrier to increase proactive notifications regarding any potential service impacts.
Tyro is making improvements to further enhance our detection and failover capabilities around our cross data centre communications.
Tyro has increased the efficiency of our transaction processing systems which should minimise the impact to reporting systems.
Communication During Incident
Tyro’s status page (status.tyro.com) was updated with notifications sent directly to customers who had subscribed to receive them. Messaging was also included on Tyro's social media channels, in the Tyro Portal and the contact centre’s IVR messaging switched over to reference status page messaging.
We recently experienced reporting delays on the Tyro Portal, Tyro App, terminal and POS. All reporting should now be up to date and appearing. We apologise for the inconvenience this caused.
We continue to experience delays for reporting on the Tyro Portal, Tyro App, terminal and POS. Any customers who are completing their reconciliation and settlement reporting for Saturday 10/8/19 will experience discrepancies in their reporting. Recent transactions from 2.45pm may not appear on reports however these transactions will appear later today and will be included in your settlement deposits.
We're continuing to work on a resolution for this issue and will provide an update when it is complete. We apologise for the inconvenience this is causing our customers.
