Nexi Integration Degraded Performance
Update - In the past two weeks there have been outages on the EFT interface connection to the acCEPT payment service from Nexi Germany.
To significantly reduce the likelihood for further outages, we - planet / protel - assist Nexi with changing the communication between the payment service and protel to a more robust method.
We jointly try to accomplish this short termed. The according change is planned to be done at 4th September between 12:00 and 15:00.
An information update follows as soon as the change was performed and successfully checked.
Sep 03, 2025 - 12:05 CEST
Identified - The cause has been identified and a joint, permanent solution is being worked on.
If the error “Error during RIA communication: Connect timed out” continues to occur in the PMS, please contact Nexi support directly.
Sep 01, 2025 - 14:07 CEST
Investigating - We are aware that some customers are currently experiencing degraded system performance with Nexi.
We are currently working on a solution together with our integration partner and will provide updates on our status page.
Sep 01, 2025 - 13:03 CEST

About This Site

This is protel's status page, where you can get updates on how our systems are doing. If there are interruptions to service, we will post a note here.

Uptime over the past 90 days. View historical uptime.
protel Cloud Solutions | Europe, North America Operational
90 days ago
100.0 % uptime
Today
protel Air ? Operational
protel WBE - Web Booking Engine ? Operational
protel IDS Interface ? Operational
protel BWI Interface (Best Western International Interface) ? Operational
Credit Card Interface ? Operational
Other interfaces to local systems ? Operational
protel Cloud Center Services ? Operational
PCI-DSS Environment ? Operational
protel Air System Data ? Operational
Identity and Access Management (IAM) ? Operational
TSE component for German fiscal compliance ? Operational
protelAir elastic searchbar ? Operational
90 days ago
100.0 % uptime
Today
openAPI Operational
90 days ago
100.0 % uptime
Today
protel Cloud Solutions | Australia, Asia ? Operational
90 days ago
100.0 % uptime
Today
protel Air ? Operational
protel WBE - Web Booking Engine ? Operational
protel IDS Interface ? Operational
protel BWI Interface (Best Western International Interface) ? Operational
Credit Card Interface ? Operational
Other Interfaces to local systems (not IDS or credit cards) ? Operational
PCI-DSS Environment ? Operational
protel Cloud Center Services ? Operational
protel Air System Data ? Operational
Identity and Access Management (IAM) ? Operational
protelAir elastic search bar ? Operational
90 days ago
100.0 % uptime
Today
openAPI Operational
90 days ago
100.0 % uptime
Today
protel Cloud Solutions | Africa Operational
90 days ago
99.99 % uptime
Today
protel Cloud PMS Operational
90 days ago
100.0 % uptime
Today
protel WBE - Web Booking Engine Operational
90 days ago
99.98 % uptime
Today
protel IDS Interface Operational
90 days ago
99.98 % uptime
Today
protel BWI Interface (Best Western International Interface) Operational
90 days ago
100.0 % uptime
Today
Credit Card Interface Operational
90 days ago
100.0 % uptime
Today
Other Interfaces to local systems (not IDS or credit cards) Operational
90 days ago
100.0 % uptime
Today
PCI-DSS Enviroment Operational
90 days ago
99.98 % uptime
Today
protel Cloud Center Services Operational
90 days ago
100.0 % uptime
Today
protel Cloud PMS System Data Operational
90 days ago
100.0 % uptime
Today
Identity and Access Management (IAM) Operational
90 days ago
100.0 % uptime
Today
protel Cloud elastic search bar Operational
90 days ago
100.0 % uptime
Today
openAPI Operational
90 days ago
100.0 % uptime
Today
protel.I/O Operational
protel.I/O services for protel onPremise (SPE/MPE) Operational
protel.I/O services for protel AIR Operational
protel.I/O services for individual 3rd party vendors ? Operational
protel OnPremise Operational
protel OnPrem (SPE/MPE) ? Operational
Other Systems or Components ? Operational
protel Knowledge Management content (customer portal) ? Operational
protel Customer Support Portal ? Operational
protel Support - Telephone Availability ? Operational
protel Online Help ? Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Sep 3, 2025
Reminder: protel Scheduled Background Maintenance - Australia
Completed - The scheduled maintenance has been completed.
Sep 3, 14:01 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 3, 12:01 CEST
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems. The next scheduled maintenance will take place today at 10pm AEDT (Sydney) and will last for approximately 2 hours. This takes place in the background and no interruption to your system is expected. We will send out another notification as soon as the work has been completed.

Your protel team
Sep 3, 10:17 CEST
Reminder: protel Scheduled Maintenance - Europe/Africa
Completed - The scheduled maintenance has been completed.
Sep 3, 14:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 3, 12:00 CEST
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems. The next scheduled maintenance will take place today at 12 noon (CET) and will last for approximately 2 hours. This takes place in the background and no interruption to your system is expected. We will send out another notification as soon as the work has been completed.

Your protel team
Sep 3, 10:16 CEST
Sep 2, 2025

No incidents reported.

Sep 1, 2025
Aug 31, 2025

No incidents reported.

Aug 30, 2025

No incidents reported.

Aug 29, 2025

No incidents reported.

Aug 28, 2025

No incidents reported.

Aug 27, 2025

No incidents reported.

Aug 26, 2025
protel Cloud Service - issues with templates
Resolved - Some customers report that invoices must be downloaded first instead of opening directly in the browser. - This issue was solved with a Fix yesterday Evening.
Aug 26, 11:32 CEST
Update - We are aware that some customers are currently experiencing issues with templates.

Some customers report that invoices must be downloaded first instead of opening directly in the browser.
Switzerland: Police export is being generated in the wrong format.

We're working with priority to get things back to normal. View the current status and impacted services via https://cloudstatus.protel.net.
Aug 22, 17:18 CEST
Investigating - We are aware that some customers are currently experiencing issues with templates.

Some customers report that invoices must be downloaded first instead of opening directly in the browser.
Switzerland: Police export is being generated in the wrong format.
Some customers report that the Messenger does not attach PDFs.

We're working with priority to get things back to normal. View the current status and impacted services via https://cloudstatus.protel.net.
Aug 22, 16:02 CEST
Aug 25, 2025

No incidents reported.

Aug 24, 2025

No incidents reported.

Aug 23, 2025

No incidents reported.

Aug 22, 2025
Aug 21, 2025
DIRS21 Degraded Performance
Resolved - DIRS21 is working to get things back to normal. For more details please contact DIRS21.
Aug 21, 18:35 CEST
Identified - Our partner DIRS21 is currently performing unscheduled maintenance on their systems.
The direct booking module, the grid, and the PMS interface may be temporarily restricted until approximately 6 p.m. today.
Bookings from external channels will still be transferred to the DIRS21 cockpit and forwarded to your PMS.
We recommend running a full data push afterwards to avoid any discrepancies.

For more details please contact DIRS21.
Aug 21, 16:52 CEST
Investigating - Some customers are currently experiencing degraded system performance with the Channelmanager DIRS21. We have checked our end and informed DIRS21 already. DIRS21 is working to get things back to normal. For more details please contact DIRS21.
Aug 21, 15:20 CEST
Nexi Integration Degraded Performance
Resolved - Dear Customers,

We got the information from nexi that the connection is stabil again. For further information please contact Nexi
Aug 21, 11:43 CEST
Investigating - We are aware that some customers are currently experiencing degraded system performance with Nexi.

Nexi has been informed and is working with priority to get things back to normal.

View the current status and impacted services via https://cloudstatus.protel.net.
Aug 21, 10:25 CEST
Aug 20, 2025
Planned Maintenance protel Cloud
Completed - The scheduled maintenance has been completed.
Aug 20, 14:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 19, 21:00 CEST
Scheduled - We would like to inform you in advance that we have been working on a new future-proof solution over the last 6 months to make files available to all protel Cloud PMS customers. Following a successful pilot phase, we will now activate this new service for all customers.

When:
August 20, 2025, between 12:00 p.m. and 2:00 p.m.

Who:
All protel Cloud PMS customers

Process:
We will migrate all existing files and templates (invoice/confirmation printouts, master data text templates, etc.) from the old service to the new service Then the new service will be activated

Planned interruption:
From 19.08.2025 at 21:00 CET until the end of the migration, the creation and editing of text templates in the System Data will be disabled. After the migration, this will be possible again as normal. No further interruptions are planned

Goal:
After the migration, all customers will be able to access, print, and export their files at any time in PMS - Reporting - File Explorer.

_________


Hiermit möchten wir Sie vorab informieren, dass wir über die letzten 6 Monate an einer neuen zukunftssicheren Lösung gearbeitet haben um Dateien für alle protel Cloud PMS Kunden zur Verfügung zu stellen. Nach einer erfolgreichen Pilotphase, werden wir nun diesen neuen Service für alle Kunden freischalten.

Wann:
20.08.2025 zwischen 12:00-14:00 Uhr

Für wen:
Alle protel Cloud PMS Kunden

Ablauf:
Alle vorhandenen Dateien und Templates (Rechnungs-/Bestätigungs- usw. Ausdrucke, Stammdaten Textvorlagen usw.) werden von uns vom alten Service auf den neuen Service migriert dann wird der neue Service aktiviert

Geplante Unterbrechung:

19.08.2025 ab 21:00 Uhr bis zum Ende der Migration wird die Erstellung und Bearbeitung von Textvorlagen in den Stammdaten abgeschaltet, nach der Migration wird diese wieder normal möglich sein. Weitere Unterbrechungen sind nicht geplant

Ziel:
Nach der Migration können alle Kunden im PMS - Berichte & Listen - File Explorer ihre Dateien immer jederzeit abrufen, drucken, exportieren.
Aug 19, 12:26 CEST
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protel hotelsoftware

protel hotelsoftware GmbH
Europaplatz 8, 44269 Dortmund, Germany