Support Service Sets Out Arrangements for Reporting Outages

The Support Service of the Velocity Interoperability Network today set out its arrangements for reporting an outage. The loss of a shared service, or a service too slow for normal use, is reported to the Service under the category Connectivity. The Service does not operate the shared services and does not restore them; its part is to confirm that a report has been received, to group reports of the same fault into a single incident, to inform the office that operates the service, and to keep those who reported the fault informed until it is resolved.

Every incident is placed in one of four classes according to how widely it is felt, from a single account at one organisation to a shared service unavailable to every member. The class decides how quickly the operating office is told, whether the Status Service is asked to publish a notice, and how often reporters are updated: at least once each working day for an incident affecting several organisations, and at least twice each working day for one affecting every member, followed by a closing report within five working days of restoration.

During the transition period from 10 August to 5 September 2026 the Service received 486 connectivity requests, which resolved into 112 incidents once reports of the same fault were grouped. Fifty-eight requests concerned planned maintenance already announced by the Status Service and were closed with a reference to the notice. Three incidents made a shared service unavailable to every member; together they lasted a little under eight hours. The full guidance, the classes of incident and the figures by class are set out on the Reporting an outage page of this site.