Issue Summary
Tyro's transaction processing platform experienced a degradation of service as a result of a broader national network outage impacting many telecommunications services on Friday morning, 4 May 2018.
Tyro Incident Report
PRD-13281
Description of Impact
At around 07:15 on Friday 4 May 2018, Tyro's Operations team detected unusual interruptions to our customers’ ability to process transactions, which affected the processing of both standalone and integrated transactions for some customers. The broader national network outage gradually recovered and was completely resolved on Monday morning, 7 May 2018.
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
Network traffic was re-routed as soon as possible to avoid affected Internet routes. Tyro closely monitored network and transaction traffic during the incident to minimise the impact to our customers.
Prevention
Tyro maintains multiple levels of redundancy. Having redundant datacentres enabled us to re-route traffic to minimise the impact to our customers. The broader national network outage was unfortunately outside of Tyro's control, impacting many telecommunications services.
This issue continues to be outside Tyro's control however we are actively monitoring any progress to ensure our systems return to normal as soon as possible.
Upon resolution of the issue, we will update this page accordingly.
Some customers continue to experience intermittent issues with Point of sale systems connecting to Tyro's transaction processing platform due to a broader network outage.
This issue is outside Tyro's control however we are actively monitoring any progress to ensure our systems return to normal as soon as the issue is resolved.
This issue is outside Tyro's control however we are actively monitoring any progress to ensure our systems return to normal as soon as the issue is resolved.
Please contact your ISP directly for anything urgent.
