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.
Posted Nov 21, 2024 - 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
Posted Nov 21, 2024 - 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.