All Systems Operational

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.

protel Cloud Solutions | Europe, North America Operational
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 Cloud Solutions | Australia, Asia ? Operational
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.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
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Jan 22, 2021

No incidents reported today.

Jan 21, 2021
Resolved - This incident has been resolved. All systems continue to work as expected and our extended monitoring has not highlighted any other related problems. A root cause analysis report will follow in due course. Would like to apologise for any inconvenience caused and thank you for your understanding.
Jan 21, 08:23 CET
Investigating - We are currently investigating this issue.
Jan 21, 04:23 CET
Update - We are continuing to work on a fix for this issue.
Jan 21, 04:13 CET
Identified - The issue has been identified and a fix is being implemented.
Jan 21, 00:35 CET
Investigating - Access to individual protel services is currently interrupted for some customers. We are working to resolve this issue as soon as possible. View the current status and impacted services via https://cloudstatus.protel.net.
Jan 20, 23:51 CET
Jan 20, 2021
Jan 19, 2021
Completed - The scheduled maintenance has been completed.
Jan 19, 14:01 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 19, 12:00 CET
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems.

This is a reminder that the next scheduled maintenance will take place today at 10pm AEDT (Sydney) and will last for approximately 2 hours. During this maintenance window, protel AIR and other related applications may not be available. We will send out another notification as soon as the work has been completed.

*Important*: During today's update window, we will be releasing our new System Data for protel Air. The new system is very intuitive and is seamlessly integrated into protel Air. The online help has been rewritten and covers the new functionality in detail. Of course, our support team are available via cloudsupport@protel.net if you need any further assistance.

We thank you for your patience while we work hard to improve your protel product experience.

Your protel team
Jan 19, 11:13 CET
Completed - The scheduled maintenance has been completed.
Jan 19, 14:01 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 19, 12:00 CET
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems.

This is a reminder that the next scheduled maintenance will take place today between 12 noon - 2 pm CET. During this maintenance window, protel AIR and other related applications may not be available. We will send out another notification as soon as the work has been completed.

*Important*: During today's update window, we will be releasing our new System Data for protel Air. The new system is very intuitive and is seamlessly integrated into protel Air. The online help has been rewritten and covers the new functionality in detail. Of course, our support team are available via cloudsupport@protel.net if you need any further assistance.

We thank you for your patience while we work hard to improve your protel product experience.

Your protel team
Jan 19, 11:08 CET
Jan 18, 2021
Postmortem - Read details
Jan 22, 14:28 CET
Resolved - All Systems are now fully operational again and have been operating normally since the issue was resolved. We do appreciate the significance of this incident and thank you for your patience during the time it took us to restore service to the impacted components.

As mentioned previously, a detailed root cause analysis (RCA) will be published via this channel during the course of this week. This will include a more detailed technical description of what caused the problem, a summary of the steps that were taken to return impacted systems back to service and the preventative action that we will take to mitigate against this problem arising again in the future.
Jan 18, 17:46 CET
Update - All Best Western Interfaces are up and running again according to the standard protocol.
Jan 16, 18:39 CET
Update - Update 4.30 pm

protel Air PMS/Front Office continues to work normally (Note that Front Office was not impacted by this issue). The only impediment at this time is that new objects (users, hotels) can not be created right now.

*protel Cloud Center (with the exception of messenger), IDS, EFT, WBE, Voyager, 3rd party interfaces (including Kiosk, Ariane etc) are now returned to service. *

For protel messenger, event-based emails are being sent by the system, but the system currently does not show the confirmation. Some customer-created messages are currently not fully working yet. We continue to work to bring these back to service.

The Best Western IFC is being brought back online in batches. When the BW Interfaces are working for all hotels, we will amend the status here to operational later this evening.

We continue to work on this issue to fix the remaining items and update this status page as these are completed.

As previously mentioned, we will automatically provide a full and detailed root cause analysis (RCA) via this channel once the incident has been resolved and we have had the chance to perform a complete analysis of the issue and determine the steps to be taken to ensure that such a case can not reoccur in future.
Jan 16, 16:46 CET
Update - 2 Databases of 3 are now fully up and running. The third is in the process of starting. With the 2 DBs that are now online, we have initiated the process of restarting selected services and extensively testing the quality of the data and responses. As the QA process finishes on each individual item, we will inform you via this channel as the various components are returned to service.
Jan 16, 15:21 CET
Update - IDS Services are now partially restored for PULL instances.
As further services come back online during the course of the afternoon, we will provide further information here.
Jan 16, 13:22 CET
Update - EFT services are now restored and fully functional. PCI is back online for IDS and protel i/o connections.
As further services come back online we will provide further Information here.
Jan 16, 11:54 CET
Update - Update 10am CET
During the course of the night and morning, the main system database has now been fully repaired and restored to service by our systems engineering team. This will enable us to start bringing the first services back online during the course of this morning. In parallel, we are already in the process of cloning the restored database to create a cluster in order to bring full stability back to the system and to enable us to return all remaining components back to service. Information will follow in this channel as services start to come back online during the course of the morning and afternoon. The time that this will take depends on the speed of the cloning exercise and the numbers of suspended messages from all systems that need to be processed. All available system (processing) resources within the data centre have been deployed to ensure that any running processes complete as quickly as possible.
Jan 16, 10:12 CET
Update - Our development and engineering teams are continuing to work around the clock on returning the impacted components to service. The database rebuild continues to run and once completed, our operations teams will be in a position to restart the impacted services. We do expect that it will still take a number of hours until all work has completed and all services are fully operational. We will continue to keep you informed about the process and the overall status via this channel. Thank you.
Jan 16, 03:02 CET
Update - Update 23.00 CET
The rebuild of the database is continuing and our engineering teams are doing all that they can and using all resources at their disposal to ensure that this process competes as soon as possible. We will continue to work on this throughout the night and until the issue is brought to resolution. Any changes to the status, further information or updates regarding timelines will be posted here as soon as they become available. Thank you for your continued patience.
Jan 15, 23:07 CET
Update - The teams are continuing to work on the issue. Progress is being made with the database rebuild and resync.
Jan 15, 21:10 CET
Update - Update 17.30 CET.

At this point, we would like to provide you with more detailed information concerning this ongoing incident, based on the information currently available to us.

Firstly, we would again like to reassure you that we understand the urgency and importance of the issue and that all available resources have been working on this issue since the outset. We will continue to work on this around the clock until full service is restored.

The problem that we are facing is database related. The complexity of this incident is being compounded by the fact that several interrelated components are impacted. We have had to perform a time-consuming repair of the so-called Mongo databases and reinstall these within the AWS environment. A very substantial amount of data has had to be restored into the recreated databases. Each individual component or service must be reconnected to the database layer. Because the Mongo databases are mirrored services, these need to be brought back into sync with one another, which is also very time-consuming. Once they are up and running, individual components need to be restarted, and we need to be mindful that they can not be "switched on" simultaneously. The switch must be completed in a controlled manner - one by one - so that further issues or exacerbation of the existing problem are not caused by the amount of data traffic being processed.

Because of this ongoing task's complexity, we can not yet provide you with guidance as to when the system will return to normal, in part or as a whole. We remain optimistic that the work should complete over the next few hours and are doing our very best to meet this target.

We will continue to keep you updated via this channel whenever further information comes to light.

We will automatically provide a full and detailed root cause analysis (RCA) via this channel once the incident has been resolved and we have had the chance to perform a complete analysis of the issue and determine the steps to be taken to ensure that such a case can not reoccur in future.

Thank you.
Jan 15, 17:30 CET
Update - Update 3.45 pm CET. Work to restore services is still ongoing.

Any changes to the status, further information or updates regarding timelines will be posted here as soon as they become available - next update at 5.30 pm today. We thank you for your continued patience while we work to resolve this problem.
Jan 15, 15:53 CET
Update - Update 1 pm CET. The Database repair continues to progress but unfortunately, we can still not provide guidance as to how long this will take to complete. EFT and CD-Proxy have been separated from the main fault and we hope to be able to provide guidance about how long it will take to bring these services back online latest during the next update. Any changes to the status, further information or updates regarding timelines will be posted here as soon as they become available - next update at 3 pm today. We thank you for your continued patience while we work to resolve this problem.
Jan 15, 13:13 CET
Update - Update 11.00 CET. The Database repair is progressing but we can not, as yet, say how long it will take to complete. A separate team continues to focus on EFT and Booking related services and are testing a newly staged system. Any changes to the status, further information or updates regarding timelines will be posted here as soon as they become available - next update at 1 pm today. We thank you for your continued patience while we work to resolve this problem.
Jan 15, 11:05 CET
Update - We are continuing to work on a fix for this issue.
Jan 15, 10:01 CET
Update - Update 09.30 CET. While the cause of the problem IS known, resolving the issue is proving to be time-consuming. Our engineering teams and database specialists are working to resolve the problem as soon as possible, with priority being placed on the EFT and booking related services. Any changes to the status, further information or updates regarding timelines will be posted here as soon as they become available, latest by 11 am CET this morning. We thank you for your continued patience while we work to resolve this problem.
Jan 15, 09:38 CET
Update - As previously advised, our development teams have identified the cause of the problem and continue to take all appropriate steps to resolve the issue. The team have been working around the clock in order to bring impacted components back to service. We will provide guidance around the expected time still required to return the system as soon as it is available. This page will be updated with further information at 09.30 CET latest again. View the current status and impacted services via https://cloudstatus.protel.net.
Jan 15, 08:01 CET
Identified - We have identified the cause of the problem and are taking the appropriate steps to resolve the issue. A further status message will follow when we have information about the remaining interruption time or when service has been resumed. View the current status and impacted services via https://cloudstatus.protel.net.
Jan 14, 15:08 CET
Investigating - Unfortunately, access to some of our cloud systems is still interrupted. *Protel Air Front Office continues to operate as normal* but other ancillary services are currently not reachable. Note that this is unrelated to the Adobe Flash End-Of-Life announcement. We continue to investigate and are working to resolve the issue as soon as possible. You will always find the current status on https://cloudstatus.protel.net.
Jan 14, 12:38 CET
Update - Access to all systems with the exception of protel Messenger has been restored. We expect Messenger to be back online shortly - a further message will follow as soon as this is the case.

We will continue to closely monitor all systems and would like to apologise for any inconvenience caused and thank you for your understanding.
Jan 14, 11:27 CET
Monitoring - We have identified the cause and solved this issue. Access to all systems with the exception of protel Messenger and IDS has been restored. We expect IDS and Messenger to be back online shortly - a further message will follow as soon as this is the case.

We will continue to closely monitor all systems and would like to apologise for any inconvenience caused and thank you for your understanding.
Jan 14, 10:35 CET
Investigating - Unfortunately, access to some of our cloud systems is still interrupted. We continue to investigate and are working to resolve the issue as soon as possible. You will always find the current status on https://cloudstatus.protel.net.
Jan 14, 08:35 CET
Identified - The issue has been identified and a fix is being implemented.
Jan 14, 01:27 CET
Investigating - We are aware that some customers are currently experiencing degraded system performance. We're working with priority to get things back to normal. View the current status and impacted services via https://cloudstatus.protel.net.
Jan 13, 20:49 CET
Jan 17, 2021

No incidents reported.

Jan 16, 2021
Jan 15, 2021
Jan 14, 2021
Jan 13, 2021
Completed - The scheduled maintenance has been completed.
Jan 13, 14:00 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 13, 12:00 CET
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems.

This is a reminder that the next scheduled maintenance will take place today between 9 pm - 11 pm AEST. During this maintenance window, protel AIR and other related applications may not be available. We will send another notification as soon as the work has been completed.

Please note that once this update has been completed, you will have access to some sections of our new protel Air System Data. Over next short few weeks, more and more configuration items will become available via the new system. Further instructions are available to you via the system online help.

We thank you for your patience while we work hard to improve your protel product experience.

Your protel team
Jan 13, 10:13 CET
Completed - The scheduled maintenance has been completed.
Jan 13, 14:00 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 13, 12:00 CET
Scheduled - As part of our ongoing commitment to performance, reliability and security, we regularly perform maintenance operations on our applications and systems.

This is a reminder that the next scheduled maintenance will take place today between 12 noon - 2 pm CET. During this maintenance window, protel AIR and other related applications may not be available. We will send out another notification as soon as the work has been completed.

*Important*: Please note that once this update has been completed, you will have access to some sections of our new protel Air System Data. Over next short few weeks, more and more configuration items will become available via the new system. Further instructions are available to you via the system online help.

We thank you for your patience while we work hard to improve your protel product experience.

Your protel team
Jan 13, 10:13 CET
Jan 12, 2021
Resolved - This incident has been resolved. Should you be experiencing flash related issues when accessing the system data, please view the following help file for further information.

English: https://help.protelair.com//settings-en/how-to-access-flash-en?kb_language=en_US
German: https://help.protelair.com//settings-de/how-to-access-flash-de?kb_language=de_DE

Our support teams are available to assist if you require further assistance in this regard.
Jan 12, 16:53 CET
Investigating - Access to protel Air System Data is currently not accessible for some customers. Please note that protel Air PMS (Front Office) is not impacted.

In the interim, if you are in need of an urgent change to your system data during this time, please send an email to our support team or your local supporting partner and we will endeavour to make the changes for you.

We are working to resolve this issue as soon as possible. View the current status and impacted services via https://cloudstatus.protel.net.
Jan 12, 09:25 CET
Jan 11, 2021

No incidents reported.

Jan 10, 2021

No incidents reported.

Jan 9, 2021

No incidents reported.

Jan 8, 2021

No incidents reported.