Increased turnaround time for Facial Similarity and Document reports

This issue is now resolved:

Checks are processing normally in Facial Similarity and Document Verification and analysts performance is not degraded anymore.
The Facial Similarity reports which were affected and identified in the previous message have now all been processed.

We take a lot of pride in running a robust, reliable service and we're working hard to make sure this does not happen again. A detailed postmortem will follow once we've concluded our investigation.

We were also not able to process some facial similarity checks between 3.40am and 5.40am UTC in a timely manner. A fix has been implemented. The facial similarity checks impacted are currently being processed.

The rest of our operations are running as expected.

We are monitoring closely to make sure issue has been resolved and everything is working as expected. Please bear with us while we get back on our feet and we appreciate your patience during this incident.

The technical issue affecting analysts performance has now been mitigated.

Analysts performance should not be affected anymore and Turn around times will catch up once the backlog has been processed.

We will update the status tomorrow morning once we confirm the effects of the incident have been fully recovered.

We are currently investigating increased turnaround time in completion of Facial Similarity and Document reports.