Welcome to Planet!
Incident Alert | PSM-215600 | Planet Tax Free
Update - Dear Valued Customer,

We’re writing to let you know that while the issue remains unresolved, our teams are continuing to work diligently with our internet service providers to restore connectivity as soon as possible.
The incident is due to extreme weather in Galway, Ireland, which has caused a power failure in the local area. This is impacting both our primary and secondary Internet Service Providers (ISPs) supporting our Tully Data Centre (DC).

Incident Start: 22/11/2024 | 02:04 CET.

Impact: degradation in tokenization & issuing digital Tax-Free forms.

We understand how critical this service is for you, and we appreciate your continued patience as we address the situation. Another update will follow within 60 minutes or sooner.

Thank you for bearing with us.

Kind Regards,
Your Planet Team
Nov 22, 2024 - 14:44 CET
Update - Dear Valued Customer,

We wanted to follow up on our previous communication.

While we currently don’t have new updates to share, please rest assured that resolving this issue remains our top priority.
Our teams continue to work closely with our internet service providers to expedite the resolution and are prepared to fully restore service as soon as connectivity is restored.

Incident Start: 22/11/2024 | 02:04 CET.

Impact: degradation in tokenization & issuing digital Tax-Free forms.

We truly value your patience and understanding during this time and will provide another update within 60 minutes or sooner.

Kind Regards,
Your Planet Team
Nov 22, 2024 - 13:38 CET
Identified - Dear Valued Customer,

We appreciate your continued patience, understanding, and apologize for the inconvenience this incident caused.

We are following up with the internet service providers to ensure that the matter is treated with the utmost priority, and our teams remain mobilized to ensure full-service restoration once the connectivity is re-established.

In the meantime, we kindly ask you to use manual-based solutions where applicable.

Incident Start: 22/11/2024 | 02:04 CET.

Impact: degradation in tokenization & issuing digital Tax-Free forms.

A further update will follow within 60 minutes or sooner.

We apologize again for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 22, 2024 - 12:36 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation.

Incident Start: 22/11/2024 | 02:04 CET.

Affected Service: Planet Tax Free.

We are working on analysing the impact and restoring the service to you as quickly as possible.

A further update will follow as soon as possible.

Kind Regards,

Your Planet Team
Nov 22, 2024 - 10:28 CET

About This Site

Welcome to Planet’s status page.

The page provides you with real-time status updates on scheduled maintenance work and on any incidents.

You can also subscribe to this page. To do so, please reach out to your Account Manager, so you can get email notifications whenever we create, update or resolve an incident.

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Past Incidents
Nov 22, 2024

Unresolved incident: Incident Alert | PSM-215600 | Planet Tax Free.

Nov 21, 2024
Incident Alert | PSM-215600 Tax Free Disruption
Resolved - Dear Valued Customer,
We are happy to inform you that our teams have restored the service.

We will continue to monitor the system following the incident.

Incident Start: 21/11/2024 | 18:48 CET
Incident End: 21/11/2024 | 21:17 CET

Affected Service: Planet Tax Free

Next Steps:
We will provide a full RCA report for this issue, available in 5 working days.

We apologize again for any inconvenience caused.

Your Planet Team

If you encounter any urgent issues, please contact Customer Support by telephone using your country number available at www.weareplanet.com/support.

For less critical issues or queries, please raise a ticket via email by sending a brief description of your issue along with any supporting information to support@weareplanet.com.
Nov 21, 21:44 CET
Identified - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous communication is still ongoing.

Next Steps: we have placed a high priority ticket with our internet service provider and simultaneously we are working on the feasibility to route the traffic.

A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.
Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 21, 20:25 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation.

We are working on analysing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes.

Kind Regards,
Your Planet Team
Nov 21, 19:38 CET
Incident Alert | PSM-215397 | Planet Gateway – High 'Host Unavailable' error count.
Resolved - This incident has been resolved.
Nov 21, 15:47 CET
Update - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous email is still ongoing.

Incident Start: 21/11/2024 | 14:14 CET.

System Affected:
Planet Gateway – High number of 'Host Unavailable' errors.

Next Steps:

A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.

Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 21, 15:19 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation.

Incident Start: 21/11/2024 | 14:14 CET.

Affected Service: Planet Gateway – Increased transaction rejections.

We are working on analyzing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes.

Kind Regards,
Your Planet Team
Nov 21, 14:51 CET
Nov 20, 2024
Incident Alert | PSM-214244 | Host unavailable – Failure to Connect to Elavon US Platform
Resolved - This incident has been resolved.
Nov 20, 00:48 CET
Update - Dear Valued Customer,

We would like to share the latest update regarding the ongoing issue.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
Our technical teams are actively engaged with Elavon to confirm the status of traffic flow and ensure all necessary steps are being taken to resolve the issue. Collaborative efforts remain ongoing to restore normal service as quickly as possible.

Next Steps:
We will provide another update within 30 minutes or sooner, should any significant progress be made.

Thank you for your understanding and patience.

Kind Regards,
Your Planet Team
Nov 20, 00:11 CET
Update - Dear Valued Customer,

We would like to update you on the ongoing issue. While it remains unresolved, we are committed to resolving it as quickly as possible.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
After a thorough investigation, both Elavon and TSYS have confirmed that the disruption is due to an issue with our external network provider, Verizon. We are now engaging Verizon’s network team to help identify and resolve the root cause. Our technical teams are closely collaborating with all parties to expedite a resolution.

Next Steps:
We will provide another update within 30 minutes or sooner, should any significant progress be made.

Thank you for your understanding and patience.

Kind Regards,
Your Planet Team
Nov 19, 23:39 CET
Update - Dear Valued Customer,

We would like to update you on the ongoing issue. While it remains unresolved, we are committed to resolving it as quickly as possible.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
After a thorough investigation, both Elavon and TSYS have confirmed that the disruption is due to an issue with our external network provider, Verizon. We are now engaging Verizon’s network team to help identify and resolve the root cause. Our technical teams are closely collaborating with all parties to expedite a resolution.

Next Steps:
We will provide another update within 30 minutes or sooner, should any significant progress be made.

Thank you for your understanding and patience.

Kind Regards,
Your Planet Team
Nov 19, 23:10 CET
Update - Dear Valued Customer,

We would like to provide an update on the ongoing issue. While it remains unresolved, we are prioritizing efforts to achieve a resolution.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
Our technical teams remain engaged in a joint call with Elavon and TSYS to investigate the root cause of the disruption. Elavon has indicated that maintenance activity was conducted on their side and is investigating whether it could be connected to the issue. We are working closely with Elavon and TSYS to identify the cause and resolve this matter as quickly as possible.

Next Steps:
We will share the next update within 30 minutes or earlier if there are significant developments.

We appreciate your understanding and patience as we continue working diligently to restore normal service and apologize for any inconvenience this situation may have caused.

Kind Regards,
Your Planet Team
Nov 19, 22:26 CET
Update - Dear Valued Customer,

We would like to share the latest update regarding the ongoing issue. The matter remains unresolved, and we continue to prioritize efforts toward resolution.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
Our technical teams are currently engaged in a joint call with Elavon and TSYS to investigate the underlying cause of the disruption. We are working collaboratively to analyze all available data and identify a resolution at the earliest opportunity.

Next Steps:
We will provide further updates within the next 30 minutes or sooner if meaningful progress is made.

We apologize for the continued inconvenience and appreciate your patience and understanding as we work diligently to resolve this matter.

Kind Regards,
Your Planet Team
Nov 19, 21:54 CET
Update - Dear Valued Customer,

This is to provide you with the latest update regarding the issue previously communicated. Unfortunately, the matter remains unresolved at this stage.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
We have shared additional information with Elavon and TSYS, and their teams are continuing to investigate the root cause of the disruption. Our technical teams remain in close collaboration with Elavon and TSYS to expedite the resolution. Rest assured, this issue is receiving our highest priority.

Next Steps:
We will share another update within the next 30 minutes or sooner if there are significant developments to report.

We sincerely apologize for any inconvenience this may have caused and greatly appreciate your patience and understanding as we work to restore normal service.

Kind Regards,
Your Planet Team
Nov 19, 21:23 CET
Identified - Dear Valued Customer,

We would like to provide you with an update on the issue previously communicated. Unfortunately, the issue remains unresolved currently.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform.

Current Status:
We are not seeing traffic from Elavon. As a result, we have escalated the issue to their team, who is actively investigating the root cause of the disruption. Our technical teams are working closely with Elavon and TSYS to expedite the resolution. Please be assured that this matter is being treated with the highest priority.

Next Steps:
We will issue another update within the next 30 minutes or sooner if there are any significant developments.

We apologize for any inconvenience this may have caused and sincerely appreciate your continued patience and understanding as we work diligently towards a resolution

Kind Regards,
Your Planet Team
Nov 19, 20:47 CET
Update - Dear Valued Customer,

We would like to update you that the issue referenced in our previous communication is still ongoing.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform

Current Status:
Our technical teams continue to work closely with Elavon and TSYS to identify the root cause of the disruption. We are prioritizing this matter and are dedicated to resolving the issue at the earliest opportunity.

Next Steps:
We will provide another update within the next 30 minutes or sooner, should there be any significant developments.

We sincerely apologize for any disruption this may have caused and appreciate your continued patience and understanding as we work towards a resolution..

Kind Regards,
Your Planet Team
Nov 19, 20:15 CET
Update - Dear Valued Customer,

We would like to inform you that the issue mentioned in our previous communication is still ongoing.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform

Current Status:
We are actively working with Elavon and TSYS to identify the root cause of the disruption. Our technical teams are collaborating closely with their counterparts to resolve this issue as quickly as possible.

Next Steps:
We will send a further update within the next 30 minutes or earlier if substantial progress is made

We apologize for the inconvenience this situation has caused and appreciate your understanding and patience as we work towards a resolution.

Kind Regards,
Your Planet Team
Nov 19, 19:49 CET
Update - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous email is still ongoing.

Incident Start: 19/11/2024 | 11:45 EST.

System Affected:
Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform

Next Steps:
A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.

Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 19, 19:20 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation.

Incident Start: 19/11/2024 | 11:45 EST.

Affected Service: Planet Card Present Gateway – Host unavailable: failure to connect to Elavon US platform

We are working on analyzing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes..

Kind Regards,
Your Planet Team
Nov 19, 18:49 CET
Nov 19, 2024
Incident Alert | PSM-213784
Resolved - Dear Valued Customer,

We are happy to inform you that our teams have restored the service.
We will continue to monitor the system following the incident.

Incident Start: 19/11/2024 | 09:45 CET.
Incident End: 19/11/2024 | 10:19 CET.

Affected Service: Planet Card-Present Gateway

Impact:
Level of Impact: Intermittant Service Loss
Transaction flows are experiencing slow response times or rejections.

Next Steps:
We will provide a full RCA report for this issue, available in 5 working days.

We apologize again for any inconvenience caused.

Your Planet Team

If you encounter any urgent issues, please contact Customer Support by telephone using your country number available at www.weareplanet.com/support.

For less critical issues or queries, please raise a ticket via email by sending a brief description of your issue along with any supporting information to support@weareplanet.com.
Nov 19, 10:55 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation in affecting the Card Present Gateway – Slow Transaction Processing has been observed.

Incident Start: 19/11/2024 | 09:45 CET.

Affected Service: Planet Card-Present Gateway

We are working on analyzing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes.

Kind Regards,
Your Planet Team
Nov 19, 10:29 CET
Nov 18, 2024

No incidents reported.

Nov 17, 2024

No incidents reported.

Nov 16, 2024

No incidents reported.

Nov 15, 2024

No incidents reported.

Nov 14, 2024
Web2pay Release | PSM-199322 |
Completed - The scheduled maintenance has been completed.
Nov 14, 04:00 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 14, 00:00 CET
Scheduled - Dear Valued Customer,

We wish to inform you that Planet Teams will be conducting scheduled maintenance to release an update on our Online eCommerce Gateway.

No service downtime is expected, as this will be a rolling update carried out without disruption.

Rollback Plan:
The new version has undergone thorough testing in our Planet staging environment to ensure a smooth deployment. However, in the unlikely event of any issues during the production release, our team is prepared to promptly revert to the current version to safeguard the platform's stability and security.

We appreciate your understanding and continued trust in our services.

Sincerely,
Planet Teams
Nov 4, 08:58 CET
Nov 13, 2024
Incident Alert | PSM-210784
Resolved - Dear Valued Customer,

We will continue to monitor the system following the incident.

Next Steps:
We will provide a full RCA report for this issue, available in 5 working days.

We apologize again for any inconvenience caused.

Your Planet Team

If you encounter any urgent issues, please contact Customer Support by telephone using your country number available at www.weareplanet.com/support.

For less critical issues or queries, please raise a ticket via email by sending a brief description of your issue along with any supporting information to support@weareplanet.com.
Nov 13, 19:53 CET
Monitoring - Dear Valued Customer,

We are happy to inform you that our teams have restored the service.
We will continue to monitor the system following the incident.

We apologize again for any inconvenience caused.

Your Planet Team

If you encounter any urgent issues, please contact Customer Support by telephone using your country number available at www.weareplanet.com/support.

For less critical issues or queries, please raise a ticket via email by sending a brief description of your issue along with any supporting information to support@weareplanet.com.
Nov 13, 19:41 CET
Update - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous communication is still ongoing.

Additional steps were performed, such as restoration of previous configuration file, restart of the interface and terminals.

A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.
Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 13, 19:29 CET
Update - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous communication is still ongoing.

Multiple actions have been performed (such as restart of clusters, database failover), the next actions are in progress.

A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.
Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 13, 18:00 CET
Identified - Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous communication is still ongoing.

A further update will follow in the next 30 minutes.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.
Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Nov 13, 17:04 CET
Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible disruption.

We are working on analysing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes.

Kind Regards,
Your Planet Team
Nov 13, 16:38 CET
Nov 12, 2024

No incidents reported.

Nov 11, 2024

No incidents reported.

Nov 10, 2024

No incidents reported.

Nov 9, 2024

No incidents reported.

Nov 8, 2024

No incidents reported.

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