Apr <var data-var='date'>29</var>, <var data-var='time'>18:23</var> AEST Resolved - Summary: Between 07:00 AEST and 13:00 AEST, a number of users were unexpectedly logged out when attempting to generate invoices. The issue was caused by a regression in the most recent application release. A hotfix was deployed between 12:30pm and 1:00pm AEST and testing confirmed users are no longer being logged out. We will continue to monitor closely. Investigation: Telemetry indicated a consistent pattern of authorisation failures on an endpoint called during the invoice generation workflow. Further review identified that recent changes were causing some users to be logged out when this response was received, rather than handling it gracefully. Next Steps: The hotfix has corrected the client-side handling of these responses. Some users may need to refresh their browser to receive the updated application files. A problem ticket has been raised to review our pre-release testing process, specifically to ensure least-privileged user scenarios are covered in regression testing for permission-sensitive workflows. We apologise for the inconvenience caused and thank affected users for their patience. Apr <var data-var='date'>29</var>, <var data-var='time'>13:11</var> AEST Monitoring - The hotfix has been deployed. We are now monitoring the system to confirm the issue is fully resolved. Users should now be able to generate invoices as normal. If you continue to experience issues, please contact support. We will provide a further update shortly to confirm full resolution. Apr <var data-var='date'>29</var>, <var data-var='time'>12:10</var> AEST Update - The hotfix has completed testing and is scheduled for deployment between 12:30pm and 1:00pm AEST. Users may experience brief intermittent slowness during the window. We will provide a further update once deployment is complete and the fix has been verified. We appreciate your patience while we work to resolve this. Apr <var data-var='date'>29</var>, <var data-var='time'>11:27</var> AEST Update - Apologies for the delay in this update. The hotfix has been completed and is currently undergoing final testing before deployment. We will provide a further update once deployment begins. We appreciate your patience while we work to resolve this Apr <var data-var='date'>29</var>, <var data-var='time'>10:25</var> AEST Update - The hotfix for the permission issue affecting invoice generation has been completed and is now being packaged for deployment. We will provide a further update once deployment is underway, or within 30 minutes — whichever is sooner. We appreciate your patience while we work to resolve this. Apr <var data-var='date'>29</var>, <var data-var='time'>09:50</var> AEST Update - We are continuing to work on the hotfix for the permission issue affecting invoice generation. Our development team has identified the root cause and the fix is currently being prepared and tested before deployment. We will provide a further update in 30 minutes, or sooner if the hotfix is ready to deploy. We appreciate your patience while we work to resolve this. Apr <var data-var='date'>29</var>, <var data-var='time'>09:31</var> AEST Identified - We have identified a permission issue that is affecting a number of users. A hotfix is currently being prepared, and we will have a further update in the next 15mins. Apr <var data-var='date'>29</var>, <var data-var='time'>09:12</var> AEST Investigating - We are aware of an issue with generating invoices and are currently investigating. We apologise for the inconvenience and will provide an update in 15 mins.

Logged out when Generating Invoices

Mar <var data-var='date'> 5</var>, <var data-var='time'>18:12</var> AEDT Resolved - Status: Resolved Summary: Between 16:20 and 16:45, we experienced elevated CPU utilisation across multiple instances, which caused intermittent slowness for some users. The affected servers have since stabilised and were progressively returned to the pool, with all instances restored by approximately 17:20. Investigation: Initial monitoring through DataDog did not show a common request pattern across the affected servers. Further review of instance logs indicates a consistent sequence of events: spikes in network traffic → RAM saturation → CPU spikes. Next Steps: A detailed log analysis is currently underway to determine the root cause. A problem ticket has been raised to track the investigation and any corrective actions. We apologise for any inconvenience caused and will continue to monitor system performance closely. Mar <var data-var='date'> 5</var>, <var data-var='time'>17:01</var> AEDT Monitoring - The earlier performance degradation has now stabilised and services are operating normally. Our team will continue monitoring the environment to ensure stability. We apologise for any inconvenience caused and appreciate your patience. Mar <var data-var='date'> 5</var>, <var data-var='time'>16:58</var> AEDT Update - The performance issue has now subsided and system performance has returned to normal levels. Our team will continue to monitor the platform closely to ensure ongoing stability. We apologise for the inconvenience and appreciate your patience. Mar <var data-var='date'> 5</var>, <var data-var='time'>16:37</var> AEDT Investigating - We are currently investigating elevated CPU utilisation on some instances, which may cause intermittent slowness for some users. Our team is monitoring the situation and working to stabilise performance. We will provide further updates as more information becomes available.

Platform performance degradation

Feb <var data-var='date'>25</var>, <var data-var='time'>23:00</var> AEDT Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>25</var>, <var data-var='time'>22:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>25</var>, <var data-var='time'>17:31</var> AEDT Scheduled - We will be carrying out urgent maintenance on the Bookings Website. During this time www.corepractice.is/* will be unavailable. Affected Services: Online Booking Portal The Core Practice application will remain fully operational. We apologise for any inconvenience and expect to complete this work within the scheduled 1 hour window.

Bookings Website Maintenance

Feb <var data-var='date'>25</var>, <var data-var='time'>17:10</var> AEDT Resolved - Between 10:55am and 12:05pm 25/02/2026, we saw resource spikes on some of our front end instances. The issue has been resolved, additional servers were provisioned to stabilise performance and server load has returned to normal levels. Response times are back to expected benchmarks. Root cause investigation is ongoing. A post-incident report will be published once completed. Feb <var data-var='date'>25</var>, <var data-var='time'>13:10</var> AEDT Monitoring - Server performance has returned to normal levels and services are operating as expected. We will continue to monitor the system closely to ensure ongoing stability. Feb <var data-var='date'>25</var>, <var data-var='time'>12:34</var> AEDT Investigating - We are currently investigating this issue. Feb <var data-var='date'>25</var>, <var data-var='time'>12:34</var> AEDT Identified - We have provisioned additional servers to stabilise system performance while our investigation continues. We are currently observing recovery in server load levels and overall response times are improving. Our team will continue to closely monitor the environment to ensure stability is maintained. Further updates will be provided as necessary. Feb <var data-var='date'>25</var>, <var data-var='time'>11:42</var> AEDT Investigating - We are aware of a current issue that is partially affecting system performance. Some users may experience intermittent slowness, while other areas of the platform remain fully operational. Our technical team is actively investigating the cause and working to restore full performance as quickly as possible. We are closely monitoring the situation and prioritising resolution. We will provide a further update once the issue has been resolved or if there are any significant developments.

Performance Degradation

Feb <var data-var='date'> 6</var>, <var data-var='time'>09:46</var> AEDT Resolved - Twilio has confirmed the issue impacting inbound SMS messages for a subset of Australian phone numbers has been resolved. We are no longer seeing delivery issues and inbound SMS messages are functioning as expected. Outbound SMS messages were not impacted during this incident. We will continue to monitor, but no further action is required at this time. Feb <var data-var='date'> 5</var>, <var data-var='time'>15:49</var> AEDT Monitoring - Twilio has advised they are seeing recovery for the issue impacting inbound SMS messages for a subset of Australian phone numbers. Inbound SMS replies may now be successfully received, however some delays may still occur while full recovery is confirmed. Outbound SMS messages continue to send as expected. We will continue to monitor the situation closely and will provide another update within 2 hours, or sooner if more information becomes available. Feb <var data-var='date'> 5</var>, <var data-var='time'>09:43</var> AEDT Update - Twilio has confirmed they have identified the cause of the issue impacting inbound SMS messages for a subset of Australian phone numbers and are continuing to deploy a fix. Inbound SMS replies may still be delayed or not received for some numbers at this time. Outbound SMS messages continue to send as expected. Twilio expects to provide another update within 24 hours, or sooner if additional information becomes available. We will continue to monitor the situation closely and share further updates as they are provided. Feb <var data-var='date'> 4</var>, <var data-var='time'>16:06</var> AEDT Identified - Identified We are aware of an issue impacting inbound SMS messages for a subset of Australian phone numbers. Core Practice uses Twilio as our SMS delivery provider. Twilio has confirmed an incident on their platform where some inbound SMS messages are not being received. Their engineering team has identified the cause and is actively working on deploying a fix. Impact <li>Inbound SMS replies may be delayed or not received for some Australian numbers.</li> We are monitoring the situation closely and will provide further updates as more information becomes available from Twilio.

Inbound SMS Delivery Issues

Feb <var data-var='date'> 3</var>, <var data-var='time'>11:48</var> AEDT Resolved - Resolution Summary We sincerely apologise for the inconvenience caused. This incident resulted from a sequence of compounding events that amplified the impact and extended the resolution time longer than expected. Our emergency response processes were initiated, however, due to external factors, they did not function as effectively as intended. For full transparency, please see the details below. Overview Between 8:00am and 9:50am AEST on 2 February 2026, Core Practice experienced a performance degradation due to a failure in the VM Autoscale automation capability. As a result, newly created virtual machines were unable to successfully install startup configurations, causing them to report an unhealthy state. This led to reduced VM capacity across the platform. 8:34am AEST, We became aware of the issue following customer reports of system slowness. 8:42am AEST, Our engineering team initiated emergency procedures to manually override VM configurations and restore individual virtual machines to a healthy state. In parallel, a separate team began provisioning a new VM pool to restore capacity. 9:15am AEST, We identified ongoing service issues reported by our service provider, Microsoft Azure. Relevant incidents published on the Azure Status page included: <a href="https://azure.status.microsoft/en-us/status" target="_blank">https://azure.status.microsoft/en-us/status</a> <li>19:46 UTC, 2 February 2026 – Incorrect notifications during VM management operations</li> <li>00:02 UTC, 3 February 2026 – Issues related to storage accounts and host extension packages</li> Issue Amplification The incident was further compounded by Azure reporting incorrect VM health and provisioning states. While engineers were manually overriding configuration files, Azure Monitoring continued to display affected VMs as unhealthy. Under normal circumstances, these VMs should have reported a healthy status. This misleading information diverted engineering efforts toward investigating additional, non-existent issues. 9:40am AEST, We confirmed that the manually overridden VMs were operating correctly and that the primary remaining issue was inaccurate health and provisioning status reporting within Azure Monitoring. Engineers promptly updated the configurations on the remaining VMs to restore full system functionality. 9:50am AEST All systems were fully restored and operating normally. Root Cause The root cause of this incident was an ongoing service issue within Microsoft Azure that affected storage accounts used by VM custom extension packages. These storage accounts are required during VM provisioning to startup configuration routine. This issue was further exacerbated by Azure reporting incorrect VM health and provisioning states, which delayed identification of the true operational status of affected virtual machines. Next Steps We sincerely apologise for the impact this incident had on affected customers. We are continuing to work closely with Microsoft Azure to: <li>Improve the reliability and accuracy of health and provisioning state reporting.</li> <li>Improve our emergency response notification and procedures.</li> <li>Investigate architectural improvements to increase system resiliency and automation to reduce resolution time for future incidents.</li> Feb <var data-var='date'> 3</var>, <var data-var='time'>09:59</var> AEDT Update - We’ve identified the issue and initiated an emergency response to manually override the VM health state reported by Azure. This forces the VM into a healthy state while Microsoft Azure resolves an issue causing false error notifications. We will continue investigating the root cause and will provide a resolution summary once available. The system is now gradually returning to normal operational state. More info: https://azure.status.microsoft/en-us/status Feb <var data-var='date'> 3</var>, <var data-var='time'>09:43</var> AEDT Update - We are currently investigating an issue with our service provider, Microsoft Azure. The issue is causing virtual machines (VMs) across multiple regions to fail to start. Our team is working with Azure to resolve this as quickly as possible. We will provide further updates as more information becomes available. https://azure.status.microsoft/en-us/status Feb <var data-var='date'> 3</var>, <var data-var='time'>08:59</var> AEDT Identified - We are currently investigating reports of slow system performance impacting some users. Our team is working to identify the cause and restore normal performance as quickly as possible. We will provide further updates as they become available.

Degraded performance for some users

Jan <var data-var='date'>15</var>, <var data-var='time'>17:10</var> AEDT Resolved - Summary: Between 10:20am - 10:45am and 12:35pm-12:50pm some of our web servers experienced an application process hang, causing health probe failures and degraded performance for a subset of requests. The affected servers were removed from the pool, and traffic continued to be served by the remaining healthy instances. Impact: Some users may have experienced slow response times or brief connection delays during the incident window Resolution: An additional server was provisioned to provide extra capacity while the affected servers were restored to the load balancer pool. All servers are now operating normally. Next Steps: We are continuing to investigate the root cause, which appears related to memory pressure during a period of high concurrent activity. Additional monitoring has been implemented, and we will provide a full post-incident report once the investigation is complete. Current Status: All systems operating normally. Jan <var data-var='date'>15</var>, <var data-var='time'>15:25</var> AEDT Update - CPU usage has remained stable across all servers over a sustained period. We will continue to monitor closely and provide further updates as needed. Jan <var data-var='date'>15</var>, <var data-var='time'>12:46</var> AEDT Update - We are observing a CPU usage spike on a different server and are continuing to monitor the situation closely. Further updates will be provided as they become available. Jan <var data-var='date'>15</var>, <var data-var='time'>12:28</var> AEDT Monitoring - CPU usage has stabalised on our web front-end servers and performance has returned to normal. We are continuing to monitor closely. Jan <var data-var='date'>15</var>, <var data-var='time'>11:13</var> AEDT Identified - We have identified the affected server and removed it from the pool to reduce impact while we continue to investigate the root cause. Further updates will be provided as available. Jan <var data-var='date'>15</var>, <var data-var='time'>11:05</var> AEDT Update - We are continuing to investigate this issue. Jan <var data-var='date'>15</var>, <var data-var='time'>11:05</var> AEDT Investigating - We are currently investigating reports of slow system performance impacting some users. Our team is working to identify the cause and restore normal performance as quickly as possible. We will provide further updates as they become available.

System Performance Degradation

Jan <var data-var='date'> 3</var>, <var data-var='time'>07:00</var> AEDT Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>22</var>, <var data-var='time'>07:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>16</var>, <var data-var='time'>20:56</var> AEDT Scheduled - Dear Valued Customers, Our Customer Support will be closed during the public holidays. However, a reduced team will be available to assist you. Reduced Staff: 22nd-24th December Closed: 25th and 26th December Reduced Staff: 29th-3rd January Thank you for your understanding, and we wish you a joyous holiday season!

Christmas Support Notice

Dec <var data-var='date'>18</var>, <var data-var='time'>23:30</var> AEDT Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>18</var>, <var data-var='time'>21:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>18</var>, <var data-var='time'>12:49</var> AEDT Scheduled - As part of our ongoing improvements to service and infrastructure, we will be migrating a number of databases to new servers. This change is intended to enhance the performance and stability of our platform. Maintenance Schedule: Date: Thursday, 18th December 2025 Time: 9:00 PM AEDT Duration: Approximately 2.5 hours During this maintenance window, you may receive a "Client has been locked out. Please contact administrator" message when accessing the system. Please check back shortly if you encounter this message. If you experience any issues after the migration, please contact our support team for assistance. For more details and to subscribe to future system maintenance updates, please visit https://status.corepractice.com.au. Thank you for your understanding and continued support.

Planned database maintenance for some customers

Dec <var data-var='date'>17</var>, <var data-var='time'>23:00</var> AEDT Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>17</var>, <var data-var='time'>21:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>17</var>, <var data-var='time'>12:00</var> AEDT Scheduled - As part of our ongoing improvements to service and infrastructure, we will be migrating a number of databases to new servers. This change is intended to enhance the performance and stability of our platform. Maintenance Schedule: Date: Wednesday, 17th December 2025 Time: 9:00 PM AEDT Duration: Approximately 2 hours During this maintenance window, you may receive a "Client has been locked out. Please contact administrator" message when accessing the system. Please check back shortly if you encounter this message. If you experience any issues after the migration, please contact our support team for assistance. For more details and to subscribe to future system maintenance updates, please visit https://status.corepractice.com.au. Thank you for your understanding and continued support.

Dec <var data-var='date'>15</var>, <var data-var='time'>23:00</var> AEDT Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>15</var>, <var data-var='time'>21:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>15</var>, <var data-var='time'>17:36</var> AEDT Scheduled - As part of our ongoing improvements to service and infrastructure, we will be migrating a number of databases to new servers. This change is intended to enhance the performance and stability of our platform. Maintenance Schedule: Date: Monday, 15th December 2025 Time: 9:00 PM AEDT Duration: Approximately 2 hours During this maintenance window, you may receive a "Client has been locked out. Please contact administrator" message when accessing the system. Please check back shortly if you encounter this message. If you experience any issues after the migration, please contact our support team for assistance. For more details and to subscribe to future system maintenance updates, please visit https://status.corepractice.com.au. Thank you for your understanding and continued support.

Nov <var data-var='date'>22</var>, <var data-var='time'>08:00</var> AEDT Completed - The scheduled maintenance has been completed. Nov <var data-var='date'>20</var>, <var data-var='time'>08:00</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'>19</var>, <var data-var='time'>11:09</var> AEDT Scheduled - Dear Valued Customers, Our team will be attending a conference from 20–21 November 2025 as part of our ongoing commitment to improving and enhancing our customer service. During these dates, we will be operating with reduced staff, which may result in slower responses through chat and phone. For the quickest assistance during this period, we kindly recommend submitting a support ticket, as this will allow us to attend to your concerns more efficiently. Thank you for your patience and understanding while our team participates in this important learning opportunity.

Core Practice Support Conference

Nov <var data-var='date'>18</var>, <var data-var='time'>23:00</var> AEDT Resolved - Summary Our web application experienced connectivity issues on November 18, 2025 11:00pm - November 19 02:00am (AEST) due to a widespread Cloudflare outage affecting multiple services globally. Service was restored once Cloudflare resolved the issue. Root Cause Third-party service provider (Cloudflare) experienced a global outage impacting DNS and CDN services. Resolution Cloudflare resolved the outage on their infrastructure. All services have been restored to normal operation. Next Steps We continue to monitor service stability and are reviewing our DNS redundancy strategies. We apologise for any inconvenience and thank you for your patience.

Provider Outage: Cloudflare

Nov <var data-var='date'>17</var>, <var data-var='time'>17:30</var> AEDT Resolved - Summary Our web application experienced performance issues on November 17, 2025 between 09:50 AM and 10:10 AM AEDT, due to elevated CPU usage caused by a surge in connection traffic. Users may have experienced slow page loads and connection timeouts during this period. Root Cause A surge in SignalR reconnection attempts created elevated CPU load on our web servers, leading to degraded application performance. Resolution Our team increased the number of servers to handle the traffic spike. System performance has been restored to normal levels. Next Steps We'll continue monitoring for these connection patterns, and infrastructure scaling adjustments to prevent similar issues in the future and further optimise traffic. We apologise for any inconvenience and thank you for your patience. Nov <var data-var='date'>17</var>, <var data-var='time'>10:06</var> AEDT Update - An additional server has been added to the pool while the investigation continues. CPU levels have returned to normal and performance has stabilised. We will continue to monitor the environment and provide further updates if required. Nov <var data-var='date'>17</var>, <var data-var='time'>10:03</var> AEDT Investigating - We are currently experiencing high CPU utilisation on one of our Webset 1 hosts, which may cause performance issues for some users. Our team is investigating and actively working to restore normal performance. Further updates will be provided as soon as they are available.

Performance Degradation on Webset 1

Aug <var data-var='date'>12</var>, <var data-var='time'>22:23</var> AEST Resolved - We sincerely apologize for the inconvenience caused to affected customers. Our investigations have been completed, and a hotfix has been deployed to resolve the issue. Templates should now be loading as expected. Aug <var data-var='date'>12</var>, <var data-var='time'>14:39</var> AEST Identified - Summary of impact: SMS templates are not populating in the dropdown menu when configuring Batch SMS Reminders for calendar locations where no default template has been previously set. Locations with existing default templates are unaffected. Root Cause: Issue introduced in the most recent application update. Next Steps: Development team is currently working on a hotfix to resolve the dropdown population issue. Timeline for deployment will be communicated once testing is complete. Mitigation: Immediate workaround available: Users can resolve this by navigating to Locations > Site Administration > Settings menu and selecting a default template for the affected location. Once set, Batch SMS Reminder configuration will function normally.

SMS Batch Reminder Templates Not Populating

Aug <var data-var='date'> 1</var>, <var data-var='time'>18:45</var> AEST Resolved - This incident has been resolved. Aug <var data-var='date'> 1</var>, <var data-var='time'>17:41</var> AEST Investigating - We are currently monitoring an outage affecting Fort Awesome, causing icon packages (eg. tabs on patient profiles) to fail to load. We'll provide further updates as more information becomes available.

Icons fail to load

Mar <var data-var='date'>24</var>, <var data-var='time'>17:32</var> AEDT Resolved - The incident has now been resolved, and we sincerely apologise for any disruption caused to affected customers. We will continue to review the situation to find ways to strengthen our system’s resilience and prevent similar issues from occurring in the future. Summary Our web application experienced performance issues on March 23, 2025 between 10:30am and 10:51am, due to memory issues on some of our servers. Extra instances were deployed as cover while we investigated the cause. Root Cause Memory constraints on specific instances affected server resources, leading to slow performance. Resolution We added three extra instances to improve capacity and distribution of load while addressing the underlying memory issues. Next Steps We'll implement improved monitoring and review resource allocation to prevent similar issues in the future. We apologise for any inconvenience and thank you for your patience. Mar <var data-var='date'>24</var>, <var data-var='time'>11:18</var> AEDT Monitoring - Additional servers have been successfully added to the pool to handle the load spikes. Users should now experience normal operation. We apologise for any inconvenience caused during this period of degraded performance. Our team will continue to closely monitor the system as we investigate the root cause of the spikes Mar <var data-var='date'>24</var>, <var data-var='time'>10:50</var> AEDT Identified - We are investigating a server performance issue related to CPU spikes and are adding an additional servers to handle the requests. Users may experience temporary slowness over the next few minutes.

Degraded performance

Jan <var data-var='date'>14</var>, <var data-var='time'>09:19</var> AEDT Resolved - This incident has been resolved. We sincerely apologize for the impact to affected customers. Investigations have assessed the best ways to improve architectural resiliency and mitigate the issues that contributed to this incident and its widespread impact. Jan <var data-var='date'>14</var>, <var data-var='time'>09:17</var> AEDT Identified - A manual fix has been successfully implemented and system performance is now returning to normal levels. We apologise for any inconvenience caused during this period of degraded performance. Our team will continue to monitor the system closely while we investigate the root cause. Jan <var data-var='date'>14</var>, <var data-var='time'>09:01</var> AEDT Investigating - We are investigating reports users are experiencing degraded performance, you may experience slow response times when accessing Core Practice. We apologise for the delays and will provide an update in 15 minutes.

Degraded performance Core Practice Application

Jan <var data-var='date'>11</var>, <var data-var='time'>10:45</var> AEDT Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>23</var>, <var data-var='time'>10:45</var> AEDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>23</var>, <var data-var='time'>10:44</var> AEDT Scheduled - Dear Valued Customers, Our Customer Support will be closed during the public holidays. However, a reduced team will be available to assist you from December 23rd to January 10th. Thank you for your understanding, and we wish you a joyous holiday season!

Aug <var data-var='date'>28</var>, <var data-var='time'>21:04</var> AEST Resolved - Summary of Impact: On 28th August 2024, between 06:10 PM and 6:40 PM (AEDT), a significant number of users intermittently encountered application errors, which inhibited their ability to access the Core Practice system. Root Cause: Upon investigation, we identified that a small number of dependency requests were returning 500 errors, preventing the Core Practice application from loading successfully. This issue was exacerbated by the recent migration of Core Practice to a new infrastructure architecture, which took longer than expected to diagnose. We found that some server pools were functioning as expected, and steps were taken to reroute all traffic to these unaffected pools. Further investigation revealed that one of the servers in the affected pool had failed to load, prompting us to rebuild the affected server. Mitigation: The Core Practice team is committed to improving infrastructure through the new server migration to enhance security and redundancy by routing traffic to healthy pools. We are currently working to improve our emergency procedures to reduce switchover downtime and are reviewing processes to automate repairs without manual intervention. We apologize for the inconvenience caused and thank you for your cooperation. Aug <var data-var='date'>28</var>, <var data-var='time'>19:00</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>28</var>, <var data-var='time'>18:54</var> AEST Update - We are continuing to work on a fix for this issue. Aug <var data-var='date'>28</var>, <var data-var='time'>18:48</var> AEST Identified - We have identified the affected servers and rerouted all traffic to unaffected servers. We are currently investigating the root cause. Aug <var data-var='date'>28</var>, <var data-var='time'>18:27</var> AEST Investigating - We're experiencing an elevated level of application errors and are currently investigating the issue.

Elevated level of application errors

Aug <var data-var='date'>16</var>, <var data-var='time'>18:00</var> AEST Resolved - This incident has been resolved. Aug <var data-var='date'>15</var>, <var data-var='time'>10:34</var> AEST Investigating - We have recently migrated all our users to new servers to improve performance and security. However, some customers using older versions of Core Practice Bridge may experience elevated errors when connecting. We are aware of the situation and are here to help. Please create a ticket to book a meeting with one of our agents for a Bridge update, or use live chat if the issue is urgent. Thank you for your understanding.

Aug <var data-var='date'> 6</var>, <var data-var='time'>21:51</var> AEST Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 6</var>, <var data-var='time'>20:58</var> AEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 5</var>, <var data-var='time'>18:37</var> AEST Update - Please note that the planned maintenance has been rescheduled. New Maintenance Schedule: Date: Tuesday, 6th August 2024 Time: 9:00 pm AEST Aug <var data-var='date'> 1</var>, <var data-var='time'>17:01</var> AEST Scheduled - As part of our ongoing improvements to service and infrastructure, we will be retiring our legacy systems and migrating to new servers. This change is intended to enhance the performance and stability of our platform. Maintenance Schedule: Date: Tuesday, 6th August 2024 Time: 9:00 pm AEST Duration: Approximately 1 hour During this maintenance window, you may experience slight disruptions or delays. We will provide frequent updates to keep you informed of our progress. If you encounter any issues after the migration, please contact our support team for assistance. For more details and to subscribe to future system maintenance updates, please visit https://status.corepractice.com.au. Thank you for your understanding and continued support.

Planned Maintenance - Server Migrations

Jul <var data-var='date'> 2</var>, <var data-var='time'>18:48</var> AEST Resolved - Summary of Impact: On 2nd July 2024, between 5:45 PM and 6:00 PM AEDT (approx), we identified that one of our database servers experienced an elevated level of application errors. During this time, some users on the affected server were unable to access Core Practice. Root Cause: Upon investigation, we determined that high disk activity on the affected database server was the underlying root cause. The high disk activity caused the database service to shut down. Mitigation: The Core Practice team is dedicated to improving our infrastructure to prevent such issues from recurring, and we have increased server capacity. We will be working to migrate customers to new infrastructure in the coming weeks to ensure better stability and performance. We sincerely apologize for the impact on affected customers. We are committed to enhancing our architectural resiliency and mitigating the issues that contributed to this incident and its widespread impact. Jul <var data-var='date'> 2</var>, <var data-var='time'>18:31</var> AEST Monitoring - Our systems are now operational. We are currently investigating the issue. Thank you for your patience. Jul <var data-var='date'> 2</var>, <var data-var='time'>18:00</var> AEST Investigating - We have identified an issue with one of our servers that resulted in an elevated level of application errors. During this time, some of our users were unable to access Core Practice. We apologize for any inconvenience this may have caused and appreciate your understanding and patience as we work to resolve this issue.

Nov <var data-var='date'> 9</var>, <var data-var='time'>09:57</var> AEDT Resolved - Optus network has now been restored and we are expecting all Core services to be operational again. We again thank you for your patience. Nov <var data-var='date'> 8</var>, <var data-var='time'>09:44</var> AEDT Investigating - We want to inform you of a service disruption affecting SMS delivery and two-factor authentication capabilities, due a nationwide Optus outage. We are currently investigating the full impact on our services. If you are experiencing issues logging in, please reach out to a user who is already logged in to temporarily disable your two-factor authentication. We apologize for the inconvenience and appreciate your patience as we work to resolve this matter. Stay tuned for updates.

Optus Outage affecting some users logging into Core

Oct <var data-var='date'>25</var>, <var data-var='time'>16:38</var> AEDT Resolved - Summary of Impact: On 25th October 2023, between 11:00AM to 12:30PM (AEDT), a server outage was identified. A significant number of users encountered an "SSL Certificate Expired" warning from their browser, which inhibited their ability to access the Core Practice system. Root Cause: Upon investigation, the expiration of the SSL Certificate was traced back to an unsuccessful automatic renewal. The failure in automatic renewal was attributed to modifications in the validation process of approved domains by our Certificate Authority provider. While we aimed to reduce the outage duration, this incident was exacerbated when it was discovered that the certificate had not been successfully installed across multiple servers. Fortunately, we managed to utilize redundant servers on standby to meet the user demands. Mitigation: The Core Practice team is dedicated to improving our infrastructure to prevent such issues from recurring. We are currently incorporating Application Gateway technology to mitigate the risks tied to certificate management. Oct <var data-var='date'>25</var>, <var data-var='time'>13:11</var> AEDT Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>25</var>, <var data-var='time'>13:06</var> AEDT Monitoring - Our system is working expected now and we will continue to monitor the issue. We sincerely apologize for the impact to affected customers. Oct <var data-var='date'>25</var>, <var data-var='time'>11:34</var> AEDT Investigating - We are currently experiencing a system outage. Our teams are actively investigating and working on a resolution. We understand how critical our services are to your operations, and we apologize for any inconvenience this may be causing.

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Logged out when Generating Invoices

Platform performance degradation

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Core Practice Services, Components and Regions

Recent Core Practice events

Logged out when Generating Invoices

Platform performance degradation

Bookings Website Maintenance

Performance Degradation

Inbound SMS Delivery Issues

Degraded performance for some users