Hero App - Notice history

All systems operational

99.93% uptime

Admin Portal - Operational

99.90% uptime
Aug 2024 · 99.94%Sep · 100.0%Oct · 99.76%

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Aug 2024
Sep 2024
Oct 2024

Patient Booking Service - Operational

99.83% uptime
Aug 2024 · 99.94%Sep · 99.80%Oct · 99.76%

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Aug 2024
Sep 2024
Oct 2024

Hero Toolbar - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Hero API - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024
100.0% uptime

EMIS integration - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

PDS Provider - Operational

99.98% uptime
Aug 2024 · 99.94%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Prescriptions integration - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Stripe integration - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

SMS provider - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Video consultation provider - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024
100.0% uptime

Partner API - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Staging enviroment - Operational

100.0% uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Notice history

View current status

Oct 2024

Patients unable to book using the private booking flow
Resolved
  • Resolved
    UTC
    Resolved

    Several private patients have reported issues with the booking service, where they are unable to complete their bookings. We implemented a fix for the issue around 1pm and closely monitored the flow. We confirmed that this was resolved at 2:15pm.

Degraded performance of the database causing issues with admin and patient booking and messaging
ResolvedPartial outage5 hours 17 minutes
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Monitoring
    UTC
    Monitoring

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

  • Update
    UTC
    Update

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

  • Update
    UTC
    Update

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

  • Update
    UTC
    Update

    The team have taken action and the admin portal should now be functional again. We are still experiencing issues with the patient booking service. The team are working on a fix for this.

  • Identified
    UTC
    Identified

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

  • Monitoring
    UTC
    Monitoring

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

  • Update
    UTC
    Update

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

  • Identified
    UTC
    Identified

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

Sep 2024

Patient's recieving 'There is a problem' error when trying to book appointment
ResolvedPartial outage4 hours 44 minutes
  • Resolved
    UTC
    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
    UTC
    Monitoring

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

  • Investigating
    UTC
    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
ResolvedDegraded performance23 hours 49 minutes
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Investigating
    UTC
    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
ResolvedPartial outage1 hour 34 minutes
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Update
    UTC
    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
    UTC
    Update

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

  • Identified
    UTC
    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
ResolvedDegraded performance120 hours 26 minutes
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Monitoring
    UTC
    Monitoring

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

  • Investigating
    UTC
    Investigating

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

  • Monitoring
    UTC
    Monitoring

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

  • Identified
    UTC
    Identified

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

  • Investigating
    UTC
    Investigating

    We are currently investigating this issue.

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Aug 2024 to Oct 2024

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