Hero App - Notice history

All systems operational

100% - uptime

Admin Portal - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 99.94%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Patient Booking Service - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 99.94%Sep · 99.80%

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Jul 2024
Aug 2024
Sep 2024

Hero Toolbar - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Care Navigation - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Batch messaging - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024
100% - uptime

EMIS integration - Operational

99% - uptime
Jul 2024 · 95.97%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

PDS Provider - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 99.94%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

SignatureRX Integration - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Stripe integration - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

SMS provider - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Video consultation provider - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024
100% - uptime

Partner API - Operational

100% - uptime
Jul 2024 · 100.0%Aug · 100.0%Sep · 100.0%

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Jul 2024
Aug 2024
Sep 2024

Notice history

Sep 2024

Patient's recieving 'There is a problem' error when trying to book appointment
  • Resolved
    Resolved

    This incident has been resolved and we have now finished our period of heightened monitoring but will continue to monitor less intensely for the next day.

  • Monitoring
    Monitoring

    A fix has been implemented and we are monitoring the results.

  • Investigating
    Investigating

    We are currently investigating an issue where when clicking on an appointment time the patient receives a message to say 'There is a message. Something went wrong when trying to reserve your appointment. Please try again later or contact your practice.' This issue seems to be intermittent.

Legacy Hero invoice table AJAX error
  • Resolved
    Resolved

    This incident has been resolved.

  • Investigating
    Investigating

    We have identified an issue with the Hero legacy Invoice table not loading and throwing an AJAX error. We believe this is also impacting the processing of Stripe webhooks.

Aug 2024

3RD party PDS provider outage
  • Resolved
    Resolved

    This incident has been resolved.

  • Update
    Update

    Update - We have implemented a fix that allows NHS login to work, but due to the ongoing PDS outage, some patient details, like sex, cannot be retrieved. This means sex checks for appointment types will fail during this period.

  • Update
    Update

    We are continuing to work on a fix for this issue.

  • Identified
    Identified

    Our 3rd party PDS provider has confirmed an outage in service. This means that patients will not be able to use NHS login to authenticate to book an appointment or submit a Care Navigation request. (Patients will still be able to authenticate to invite links using DOB). During this outage you will also be unable to upload campaigns as patients will not be able to be matched using PDS. Private practices do not seem to be affected.

Unable to access invoices table
  • Resolved
    Resolved

    This incident has been resolved.

  • Monitoring
    Monitoring

    A fix has been implemented and we are monitoring the results.

  • Investigating
    Investigating

    This issue seems to only be partially fixed. We are currently investigating a full fix.

  • Monitoring
    Monitoring

    A fix has been implemented and we are monitoring the results.

  • Identified
    Identified

    The issue has been identified and a fix is being implemented.

  • Investigating
    Investigating

    We are currently investigating this issue.

Jul 2024

Unable to login to Hero Admin portal
  • Resolved
    Resolved

    This incident has been resolved.

  • Monitoring
    Monitoring

    The admin portal is back up and operating as normal for all users. We will continue to investigate the cause of this partial outage and update with further details.

  • Update
    Update

    On investigation we have had reports that some users are logged in and are able to use the service normally. We are continuing to investigate the issue to ensure the service is running normally for all users.

  • Investigating
    Investigating

    Users are unable to log into the Hero admin portal. We're currently looking into this issue.

EMIS Outage
  • Resolved
    Resolved

    This incident has been resolved.

  • Monitoring
    Monitoring

    EMIS has reported that their API and services are back up and running but there may be partial outages throughout the day. We are continuing to monitor the API.

  • Identified
    Identified

    The issue has been identified. Waiting for EMIS to confirm they are up and running again

  • Investigating
    Investigating

    From approximately 7am, EMIS Web has been unavailable for some users. This will cause issues with the EMIS sync in Hero. EMIS are investigating as a high priority.

Jul 2024 to Sep 2024

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