Hero App - Notice history

Experiencing partially degraded performance

100% - uptime

Admin Portal - Operational

99% - uptime
Jun 2025 · 99.93%Jul · 96.04%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Patient Booking Service - Degraded performance

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Hero Toolbar - Degraded performance

100% - uptime
Jun 2025 · 100.0%Jul · 99.92%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025
100% - uptime

EMIS integration - Degraded performance

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

PDS Provider - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

SignatureRX Integration - Degraded performance

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Stripe integration - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

SMS provider - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Video consultation provider - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025
100% - uptime

Partner API - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Staging enviroment - Operational

100% - uptime
Jun 2025 · 100.0%Jul · 100.0%Aug · 100.0%

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Jun 2025
Jul 2025
Aug 2025

Notice history

Aug 2025

Authentication error when using some of Hero's features
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating
    We are currently investigating this incident.
  • Identified
    Identified

    We are in the process of testing a fix for the current issue.

Hero and EMIS connectivity
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Identified
    Identified
    Se have identified the issue that is causing a degraded experience with our EMIS integrated practices. We are currently running some tests and working to safely return our EMIS integration service to stable performance levels.
  • Investigating
    Investigating
    We are currently investigating an incident where we are experiencing a degraded service between the Hero and EMIS connectivity.

Jul 2025

Performance Degradation
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    The earlier performance issue affecting the Hero app has now been resolved. This was caused by a temporary spike in backend load, which has since stabilised.

    Our team is monitoring the system closely and reviewing the root cause to help prevent similar issues in future.

  • Investigating
    Investigating

    Users may experience slowness or error messages when using the Hero app.

    We are currently investigating a performance issue affecting the Hero app. The application began experiencing elevated response times and degraded performance from around 09:20 am, with some users reporting error screens or being unable to log in.

    Further updates will be posted here as we learn more.

Intermittent API failures affecting core features
  • Resolved
    Resolved

    The issue has now been resolved. Platform functionality has returned to normal, and a long-term fix has been implemented to prevent recurrence.

    Thank you for your patience.

  • Monitoring
    Monitoring

    We’ve identified that the issue was caused by reaching a request limit on one of our authentication providers (Kinde), which led to intermittent failures across key features such as inbox access and patient search.

    Our engineering team has implemented a temporary workaround with support from Kinde, who have increased our request allowance for the short term. We’re also implementing a longer-term caching solution to prevent this issue from recurring.

    At this time, the platform is operating normally and we are actively monitoring to ensure stability continues. We’ll provide a final update once the issue is fully resolved.

    Thank you for your patience.

  • Investigating
    Investigating

    We are currently experiencing an issue where a portion of API calls are intermittently failing. As a result, some users may encounter problems with features such as the inbox, patient search, and other areas of the system that rely on real-time data.

    Our team is actively investigating the root cause and working to restore full stability as soon as possible. We will provide further updates here as we learn more.

    Thank you for your patience and understanding.

Jun 2025

Unable to raise invoices
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We are currently investigating an issue where users are unable to raise invoices across the platform.stigating this incident.

Unable to raise invoices
  • Resolved
    Resolved

    We have identified and fixed the issue that was preventing invoices from being raised and causing the "Unable to retrieve patient" error across the platform.

  • Investigating
    Investigating

    We are currently investigating an issue where users are unable to raise invoices across the platform.

    This issue also impacts the appointment view.

    Our team is actively working to identify the root cause and will provide further updates as soon as we have more information.

Jun 2025 to Aug 2025

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