Guidewire Payment Service for InsuranceNow Is Down

Guidewire Cloud Platform Status

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Incident Report for Guidewire

Postmortem

Please refer to the Knowledge Article here for more root cause information.

Posted Sep 27, 2022 - 16:58 UTC

Resolved

The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.

Posted Sep 15, 2022 - 11:19 UTC

Monitoring

The issue is resolved. We will continue to monitor the system for any payment errors.

Posted Sep 14, 2022 - 21:51 UTC

Update

Deployment to production failed. Redeploying to include the missing parameters.

Posted Sep 14, 2022 - 21:23 UTC

Update

Deployment to production is in progress.

Posted Sep 14, 2022 - 20:45 UTC

Update

We are attempting another deployment to production to restore service.

Posted Sep 14, 2022 - 20:15 UTC

Update

We are troubleshooting an issue with the production deployment.

Posted Sep 14, 2022 - 19:45 UTC

Update

The deployment for the second fix has completed in the lower environment. Preparing to deploy in the production environment.

Posted Sep 14, 2022 - 19:12 UTC

Update

Secondary issue identified and fixed. Deploying to lower environment now and then production.

Posted Sep 14, 2022 - 18:40 UTC

Update

The initial issue was addressed with the fix that was deployed, but a secondary problem was discovered. The new problem is being investigated.

Posted Sep 14, 2022 - 18:10 UTC

Update

There was an issue with the remedial fix, investigations are continuing.

Posted Sep 14, 2022 - 17:35 UTC

Update

The fix is still deploying.

Posted Sep 14, 2022 - 17:02 UTC

Update

A fix for this has been tested in lower environments and will be deployed to the production environment. It is anticipated that this will be resolved within an hour.

Posted Sep 14, 2022 - 16:13 UTC

Identified

We have identified the issue, there was an update last night that impacted this functionality. Customers are unable to make credit card payments or add new cards. Other payment methods are unaffected.

Posted Sep 14, 2022 - 15:38 UTC

This incident affected: INSURANCENOW PRODUCTION ENVIRONMENTS (AMER - Payment Service (One Inc), AMER - Payment Service (Authorize.net)).