Tyro Service Status

Tyro Incident number

313268

Description of Impact

On Sunday 11th August 2019, some Tyro customers intermittently experienced slow or failed integrated transaction processing between these times (10.30am-approximately 11am, 12pm-approximately 12.30pm, 1.30pm-approximately 1.45pm). On Monday 12 August, this issue reoccurred for a very small number of Tyro customers (between 10am - 10.10am only).

Technical Root Cause

We were alerted of performance issues across our integrated 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 resiliency of our key integrated transaction processing systems which should improve their ability to better handle future transient connectivity issues.

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 and the contact centre’s IVR messaging switched over to reference status page messaging.