Active Incident

Updated a few seconds ago

COVID-19 - Essential Service Statement from WindcaveOperational

Incident Status

Operational

Components

Card Present Services

Locations

Americas, Asia-Pacific, EMEA


March 26, 2020 23:50 UTC
[Monitoring] To all merchants and partners, The Reserve Bank of New Zealand has confirmed that Windcave Ltd is an essential service under the definitions provided by the New Zealand Government and the Reserve Bank of New Zealand (RBNZ), as a Banking Service - Credit/Debit cards & EFTPOS. https://www.rbnz.govt.nz/news/2020/03/covid19-level-4-essential-services-financial-sector In addition to this, Windcave Ltd is a service provider to all major New Zealand banks to which we are contractually required to maintain service under RBNZ’s BS 11 –Outsourcing Policy and the RBNZ’s Open Bank Resolution (OBR). Windcave’s robust Business Continuity Plan will allow customers such as Banks, Supermarkets, Pharmacies and other essential services to continue operations unimpeded. Critical staff are required to be on site at 33 Wilkinson Rd, Ellerslie & 96 Anzac Ave, Auckland CBD to allow the following services to maintain operations: • Continued support of IT infrastructure including Data Centers, Critical equipment and Security, • Critical Encryption Security Processes, • Manufacturing, Provisioning and Shipment of Payment Terminals to the likes of Supermarkets, Pharmacies etc., • Continued Manufacturing, Engineering and Design support. Windcave staff given permission to work onsite will carry Company ID, and a secondary form of ID to verify their identity. Windcave Staff will follow the guidelines for Covid-19 Health & Safety outlined by the NZ Government. If further clarification is needed please feel free to contact us.
COVID-19 Update from WindcaveOperational

Incident Status

Operational

Components

Card Present Services

Locations

Americas, Asia-Pacific, EMEA


March 17, 2020 07:00 UTC
[Monitoring] To all merchants and partners, Business Continuity Windcave maintain robust business continuity preparedness, and all teams are required to update and test their plans annually. Windcave have been monitoring developments regarding COVID-19 (Coronavirus) and the potential impact on merchants and businesses. Our focus and top priority is our employees, merchants and partners, as such measures have been taken to ensure their health and safety as well as ensuring the continued availability of all our products and services. Payment terminals are a key point of interaction for retail merchants and their customers, as such below are the recommended instructions regarding the cleaning and disinfection of your Windcave Payment terminals: Cleaning the Terminal • Terminals can be cleaned by applying water or a mild soap solution to a damp microfiber cloth and gently rub the surface of the terminal. • Water should not be applied directly to the terminal. • Do not use any other household cleaners or solvents (e.g. bleach ammonia, acetone) or any abrasives as these may damage the plastics of the terminal. Disinfecting the Terminal • Apply a 70% Isopropyl Alcohol (IPA/rubbing Alcohol) solution to a damp microfiber cloth and gently rub the surface of the terminal. • Alcohol should not be applied directly to the terminal. Support and Services Business is operating as usual and we do not expect impact to our support levels, our support team will be answering phones and responding to emails.

Windcave Merchant Services




Operational

Hosted Payments API




Operational

Merchant Hosted API




Operational

Card Present Services




Operational

Batch Processing Services




Operational

IVR Payment Services




Operational

Payline Web Interface and Reporting




Operational

Banks and Acquirers




Operational

Account2Account




Operational

Scheduled Maintenance

Verifone Scheduled MaintenancePlanned Maintenance

Schedule

March 30, 2020 12:00 - 17:00 UTC

Components

Banks and Acquirers

Locations

Asia-Pacific

Description

NZT: Tuesday 31 March 01:00 - 06:00 Region: New Zealand Verifone have informed us they will be conducting scheduled maintenance activities. No interruption is expected during the maintenance window.
Verifone Scheduled MaintenancePlanned Maintenance

Schedule

March 31, 2020 11:00 - 17:00 UTC

Components

Banks and Acquirers

Locations

Asia-Pacific

Description

NZT: Wednesday 1 April 00:00 - 06:00 Region: New Zealand Verifone have informed us they will be conducting scheduled maintenance activities. No interruption is expected during the maintenance window.
Windcave Scheduled Maintenance - RescheduledPlanned Maintenance

Schedule

April 6, 2020 18:00 - April 7, 2020 21:00 UTC

Components

Windcave Merchant Services, Hosted Payments API, Merchant Hosted API, Card Present Services, Batch Processing Services, IVR Payment Services, Payline Web Interface and Reporting, Banks and Acquirers, Account2Account

Locations

Americas, New Zealand, Australia, Asia-Pacific, EMEA

Description

We are monitoring the evolving Covid-19 situation around the globe, as such these dates are subject to further change. First window: PDT: 06 April 2020 at 11:00 - 14:00 EDT: 06 April 2020 at 14:00 - 17:00 BST: 06 April 2020 at 19:00 - 22:00 AEDT: 07 April 2020 at 04:00 - 07:00 NZT: 07 April 2020 at 06:00 - 09:00 Second window: PDT: 07 April 2020 at 11:00 - 14:00 EDT: 07 April 2020 at 14:00 - 17:00 BST: 07 April 2020 at 19:00 - 22:00 AEST: 08 April 2020 at 04:00 - 07:00 NZT: 08 April 2020 at 06:00 - 09:00 Region: Global Windcave is deploying a maintenance update. Two maintenance windows have been reserved for this. No interruption is expected. Windcave will update the UAT (test) environment in advance. UAT will be updated during the following window: PDT: 23 March 2020 at 14:00 - 18:00 EDT: 23 March 2020 at 17:00 - 21:00 GMT: 23 March 2020 at 21:00 - 24 March 2020 at 01:00 AEST: 24 March 2020 at 08:00 - 12:00 NZT: 24 March 2020 at 10:00 - 14:00 Feel free to perform validation testing in our UAT environment at uat.windcave.com. If you come across any issues in testing please report them to support@windcave.com.

History (Last 7 days)

Unscheduled Outage - ANZ AUDegraded Performance

Incident Status

Degraded Performance


Components

Banks and Acquirers


Locations

Asia-Pacific



March 23, 2020 21:50 UTC
[Investigating] AEDT: 08:44 - Ongoing Region: Australia Merchants transacting via ANZ AU are currently experiencing transaction failures. Windcave is investigating. Updates to follow.

March 23, 2020 22:02 UTC
[Monitoring] Transactions appear to be processing as normal since 08:55 AEDT. Windcave will continue to monitor.

March 24, 2020 00:17 UTC
[Resolved]
Unscheduled Outage - Windcave SIP ProviderPartial Service Disruption

Incident Status

Partial Service Disruption


Components

IVR Payment Services


Locations

Americas, Asia-Pacific, EMEA



March 23, 2020 01:15 UTC
[Identified] NZT - 13.45 - Ongoing AEDT - 11.45 - Ongoing Windcave is currently experiencing inbound and outbound calling issues which are affecting New Zealand and Australia. Windcave is working with the SIP provider to get the issue resolved. Updates to follow.

March 23, 2020 08:42 UTC
[Resolved] The issue has been resolved with the SIP provider.