INC#42032 - Potential degradation to the FPS RT - MQ Gateway service
Incident Report for Form3
Postmortem

On Friday the 29th of April, Form3 were alerted to a degradation to the FPS RT - MQ Gateway service, impacting both MQ and Web Services customers.

Form3 observed a high rate of rejections and intermittent slow response times for submissions. Admissions were not affected.

Investigations identified that this was due to payment processing issues with an external FPS participant and that Form3 managed systems were operating as expected. 

Payment impact was monitored throughout the period of degradation and performance was considered to have recovered by 14:06 UTC.

Posted May 03, 2022 - 13:18 UTC

Resolved
The issue affecting FPS RT - MQ Gateway service has been resolved as of 15:00 BST.

We have confirmed, following a period of monitoring, that the service has returned to normal processing and no further degradation has been observed.

Further details will be provided in the postmortem in due course.
Posted Apr 29, 2022 - 14:06 UTC
Update
Form3 continue to monitor a degradation to the FPS RT - MQ Gateway service.

We have observed a significant reduction in rejections and slow response times on Submissions.

Customers may continue to experience payment processing impact until this externally owned issue is resolved.
Posted Apr 29, 2022 - 13:00 UTC
Update
The Service Degradation looks to have stabilised. We are no longer observing slow response times or rejections.

We will continue to monitor performance and provide an update shortly.
Posted Apr 29, 2022 - 12:00 UTC
Update
Form3 continue to monitor the degradation to the FPS RT - MQ Gateway service.

Some Submissions are processing as expected but we have observed a high rate of rejections and intermittent slow response times.

Customers may continue to experience payment processing impact until this externally owned issue is resolved.
Posted Apr 29, 2022 - 10:59 UTC
Update
Form3 continue to observe a degradation to the FPS RT - MQ Gateway service.

Intermittent slow response times and a high rate of rejections on some submissions have been seen. A high volume of submissions are currently being processed without issue.

Customers may continue to experience payment processing impact until this externally owned issue is resolved.
Posted Apr 29, 2022 - 10:03 UTC
Update
Form3 have observed a reoccurrence of the degradation to the FPS RT - MQ Gateway service.

Submissions are being processed but we have observed slow response times and a high rate of rejections.

Customers may continue to experience payment processing impact until this externally owned issue is resolved.
Posted Apr 29, 2022 - 08:56 UTC
Monitoring
Investigation has identified that the root cause is external to Form3.

Service degradation looks to have stabilised since 08:43 BST.

We will continue to monitor performance.
Posted Apr 29, 2022 - 08:01 UTC
Update
We are continuing to investigate this issue.
Posted Apr 29, 2022 - 07:42 UTC
Update
We continue to investigate the degradation to the FPS RT - MQ Gateway service.

Submissions are processing as expected but we have observed a high rate of rejections.

Admissions are unaffected.

We will post an update at 09:30 unless there is further information to share before this time.
Posted Apr 29, 2022 - 07:42 UTC
Investigating
Form3 are investigating a performance degradation to the FPS RT - MQ Gateway service.

We have observed a number of submissions repeating and then timing out.

Investigations are ongoing and an update will be provided as soon as more information becomes available.
Posted Apr 29, 2022 - 07:13 UTC
This incident affected: FPS RT - MQ Gateway.