PGM, POS Web and Client Portal unavailable

Service Outage — 19 August 2026

On Wednesday 19th August, a hardware fault at our data centre provider caused a major outage affecting customers hosted on one of our SQL servers. Here’s what happened, and what we’re doing about it.

What happened

At approximately 1:30 PM AEST, a physical host supporting our platform suffered a hardware fault, causing one of our SQL servers to shut down immediately.

Our infrastructure team identified the issue shortly after and triggered a system reset to restore service. The nature of the fault meant the server couldn’t be restored or moved through our standard process.

We engaged the data centre engineers directly, who carried out a manual migration to a new physical server. This brought the affected server, and every client running on it, back online.

Systems began recovering at approximately 2:10 PM AEST, with all sites fully restored within 10 minutes.

What we’re doing about it

We know what an outage like this costs our customers, and we’re not treating it as a one-off. Two changes are already underway:

• Automatic failover. New fail-safe capability will detect hardware failures and automatically reset and move affected virtual machines, cutting future outages to a minimum.
• Multi-failure resilience. Our development team is building reliability improvements so the platform can absorb multiple simultaneous system failures without any impact on customer service.

Thank you for your patience while we worked through this.

Systems have been restored for all clients. We are performing an RCA with our Datacenter provider, Micron21. Thank you for your patience

Systems have been restored for all clients. We are performing an RCA with our Datacenter provider, Micron21. Thank you for your patience

We have traced the root cause to a hardware failure at our Datacenter provider, Micron21. Their team is investigating the issue and we hope to restore services as soon as possible.

We are aware of an issue affecting PGM, POS Web and the Client Portal for all Australian sites. Our team is actively investigating and we will post an update as soon as we have more information.