Active Incident

Incident Status

Operational

Components

Canada Application

Locations

Canadian Data Center



February 2, 2023 3:06PM EST
[Monitoring] The platform slowness issue has been stabilized. We are monitoring the situation and will provide a Root Cause Analysis as soon as more information becomes available. Please accept our apologies for any inconvenience.

February 2, 2023 12:59PM EST
[Monitoring] The performance issue is now stable and responsive. We will continue to monitor the issue and provide any further updates. We apologize for the disruption.

February 2, 2023 12:26PM EST
[Investigating] We are currently experiencing degraded performance within AlayaCare's Production environment affecting Clinical and DE2.0 modules. Users may experience longer than expected load times during this incident and error messages. We are aware of the issue and are currently investigating to find a solution as soon as possible. We will be back in touch with an update shortly.

Incident Status

Operational

Components

AUS Application

Locations

AUS Data Center



December 5, 2022 7:52PM EST
[Monitoring] Performance and response time in our Production environment are now stable. We are continuing to closely monitor the situation. A root cause analysis will be made available as soon as possible. Thank you for your continued patience and we apologise for any inconvenience this has caused.

December 5, 2022 7:24PM EST
[Investigating] We are currently experiencing degraded performance within AlayaCare's Production environment. Users may experience longer than expected load times during this incident. We are aware of the issue and currently investigating to find a solution as soon as possible. Thank you for your patience.

Incident Status

Operational

Components

Canada Application, US Application

Locations

Canadian Data Center, US Data Center



November 23, 2022 9:05AM EST
[Monitoring] Clinical Forms and Background Jobs are successfully loading for all affected environments. An analysis of root causes will be provided when available. Thank you for your understanding and continued partnership with AlayaCare.

November 23, 2022 8:27AM EST
[Identified] Our team has successfully deployed a fix. They are waiting for it to apply to all affected environments. We will be back in touch to confirm once the service has been restored for all environments.

November 23, 2022 7:57AM EST
[Identified] Our team has validated a potential fix. They are currently in the process of deploying it to the affected environments. We will be back in touch to confirm once functionality has been restored.

November 23, 2022 7:28AM EST
[Identified] We are currently experiencing degraded performance within AlayaCare's Production environment. Users may observe that client forms and the background jobs list are not loading. We are aware of the issue and are currently investigating to find a solution as soon as possible.

Incident Status

Operational

Components

Canada Application, US Application

Locations

Canadian Data Center, US Data Center



September 9, 2022 4:31PM EDT
[Monitoring] Performance and stability of Data Exploration 2.0 have remained strong as of today, Friday, Sept 9. AlayaCare internal teams are working on a long-term fix with our third-party technology provider, to restore previous functionality which will allow for scaling with increased usage. Our team is committed to restoring all services as soon as possible, and we will keep you updated on all material updates as they occur. In case of further questions or to discuss any concerns, please feel free to contact us. Thank you for your understanding and we apologize again for any disruption this may have caused.

September 2, 2022 12:02PM EDT
[Monitoring] As of today, Friday, Sept 2, we have confirmed noticeable improvements in performance and stability for Data Exploration 2.0, after deploying a temporary solution earlier in the week. The AlayaCare internal teams are conducting continuous system testing and have not encountered degraded performance of any workflows while accessing reports and dashboards. As we emphasized this week—restoring full functionality remains the top priority for the entire AlayaCare team and we will keep you informed with all material updates as they happen. Should you have any further questions, kindly let us know. Again, we sincerely apologize for the disruption that this may have caused your organization.

August 30, 2022 4:40PM EDT
[Identified] We have escalated this critical issue with our technology partner and the entire AlayaCare team has been mobilized, “All-Hands-On-Deck,” until full functionality is restored. This is a top priority for AlayaCare and we are committed to restoring all services with the highest level of urgency. We apologize for any business impact this may have caused.

August 30, 2022 11:44AM EDT
[Identified] We continue to work with our third-party vendor on the Data Exploration 2.0 performance issue to restore access to operational status. We are also evaluating alternative means of enabling user access to reports. We apologize for the inconvenience this may have caused.

August 29, 2022 12:26PM EDT
[Identified] We continue to work with our third-party vendor on the performance issue to restore Data Exploration 2.0 to operational status. As soon as we receive additional information we will provide our next update. We apologize for the inconvenience this may have caused.

August 26, 2022 5:35PM EDT
[Identified] AlayaCare's third-party vendor has identified the performance issue and we are working with them to restore Data Exploration 2.0 to operational status. As soon as we receive additional information we will provide our next update. We apologize for any inconvenience this may have caused

August 26, 2022 10:19AM EDT
[Identified] Despite restarting, we were unable to resolve this issue. Our team continues to investigate and work on improving the loading times for Data Exploration 2.0 modules and folders. AlayaCare is currently communicating with external teams to retrieve a timeframe for restoring service. We will provide our next update as soon as we receive additional information. Thank you for your understanding. We apologize for any inconvenience this may have caused.

August 25, 2022 5:01PM EDT
[Identified] In an effort to resolve this incident, our team will be restarting the Data Exploration 2.0 module. Once initiated, this action will take 10-15 min. After that time, we expect to see improved performance of DE 2.0. Thank you for your understanding.

August 25, 2022 1:13PM EDT
[Investigating] We continue to investigate and work on improving Data Exploration 2.0 module and folder loading times. As soon as additional information is obtained, we will provide our next update. We apologize for any inconvenience caused due to this incident.

August 25, 2022 12:42PM EDT
[Investigating] We are currently experiencing degraded performance within Data Exploration 2.0 within AlayaCare's Production environment. Users may experience longer than expected load times when loading report folders. We are aware of the issue and are currently investigating to find a solution as soon as possible. Thank you for your patience.

Canada Application




Operational

US Application




Operational

AUS Application




Operational

Data Exploration




Operational

LHIN Integration




Operational

ANZ AlayaCare Residential




Operational

ANZ Procura




Operational

Segment Data Center




Operational