SUMMARY

* Resolved - 13:25 *

This incident has now been resolved, all affected devices are now displaying the latest snapshot data. 

We are investigating an incident that is currently impacting snapshot processing which may cause some customers to see some devices that have connected & logged in as expected however the data available online within my t-mac is behind schedule. The majority of customers may see a delay of around 45 minutes to an hour, with some devices displaying the latest available data from up to 3 hours ago.

Our operations teams are currently engaged in restoring services and will do everything possible to minimise any inconvenience to you, snapshots are currently being processed and we anticipate that it may take up to 9am to process everything as expected.

Update #1 - 09:00

We are continuing to monitor the situation and snapshots are still currently being processed. The vast majority of devices are now showing the latest available data between 7:15 and 8:15, this may very between devices with some snapshots being available after 8:15 and some a little behind 7:15.

Update #2 - 11:15

50% of affected tmac devices should now have up-to date snapshots showing online within the my t-mac portal, the other 50% of affected devices are still processing their snapshots and continue to displayer newer delayed data online. These will continue to be behind with showing the latest available data for the next couple of hours, however they continue to catch-up as expected. 

Update #3 - 13:25

The final backlog of queued snapshots have now been successfully processed and all devices are now showing the latest available data on the my t-mac portal. All affected devices should now be up-to date as normal.

If you have additional questions about this incident, or you are still impacted by this then please either visit support.t-mac.co.uk, or call the Support Centre at 0330 303 3302 (business hours only).

We apologise for any inconvenience that this may have caused.

Regards,

t-mac Support Centre