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CivicPlus Platform Status Page

Payments Performance Issue Identified | March 24, 2025

Sydney Corn
  • Edited

CivicPlus monitoring has detected a possible performance issue that may be affecting CivicPlus Payments capability.  CivicPlus Systems Engineers are investigating this alert and a timeline to resolution and next steps will be provided as soon as available.

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  • Official comment
    Sydney Corn
    • Edited
     
    Incident Description
    At approximately 8:15 AM CDT on March 24, 2025, CivicPlus Pay internal logs indicated an increase in 500 errors when loading hosted payment pages. Initial assessment by CivicPlus engineers suggested a potential issue following an automatic database scale-down. The engineering team promptly investigated and ultimately restarted the CivicPlus Pay application, successfully resolving the issue.

    Impact:
    Due to these 500 errors, most CivicPlus users were unable to load hosted payment pages from approximately 8:15 AM CDT to 9:20 AM CDT on March 24, 2025.

    Resolution:
    Database Scaling: CivicPlus engineers have temporarily increased the capacity of the CivicPlus Pay database and disabled auto-scaling as a precaution while we engage the appropriate third parties in discussions regarding potential issues with the auto-scale-down feature.
    Alerting:  New static alerts have been implemented to notify engineering teams of increases in hosted payment page request failures. CivicPlus engineers are continuing to monitor the situation and do not anticipate any further impacts. 
     
    Incident Status: Resolved - no further updates should be expected at this time. 
  • Sydney Corn
    • Edited

    Fix Implemented

    CivicPlus Systems Engineers have applied a fix and have restored service to your CivicPlus Solution. An incident report will be posted here within 24 business hours.

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Available Templates

No Change Update

CivicPlus Systems Engineers continue to work on resolving this issue as quickly as possible. An update will be added to this post when it is available.

Timeline Identified

CivicPlus Systems Engineers have identified the issue and expect to have a resolution deployed by ESTIMATED TIMELINE (if not a specific date, include business hours / business days clarification).

Fix Implemented

CivicPlus Systems Engineers have applied a fix and have restored service to your CivicPlus Solution. An incident report will be posted here within 24 business hours.

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