Scalepoint Outage History

Scalepoint's Repair & Valuation service experienced a major disruption lasting 5 hours, with users unable to access the Widget tool in the Selfservice module that claimants use to register items. Multiple fixes were implemented and monitored throughout the incident before the service was fully restored.

Scalepoint users experienced email delivery delays affecting system-generated emails, password resets, and login verification codes, with HUB Health service partners particularly impacted by login failures and "500 server error" messages. The incident affected Communication and EDI Subrogation components, with users unable to receive critical emails needed for system access. The issue was resolved after 72 hours through supplier fixes and implementation of new email routing, with users able to restore access by resetting their passwords.

Users experienced degraded performance issues with Scalepoint's ClaimShop settlement tool, affecting the entire system. The engineering team implemented a fix and monitored the results, with the incident fully resolved after 47 minutes.

Scalepoint experienced a major service disruption affecting the entire CORE & HUB system, preventing users from working normally in these applications. The incident lasted 32 minutes, during which time a fix attempt temporarily expanded the outage to more users than initially affected. The issue was identified, resolved with a system fix, and service returned to normal after a brief monitoring period.

Scalepoint experienced a major service disruption affecting user access to ClaimShop and CORE & HUB Services, with the entire system impacted. The incident lasted 1.3 hours before being resolved, with the team monitoring the situation to ensure stability after implementing the fix.

Scalepoint experienced a major service disruption affecting the CORE & HUB systems, preventing users from working normally across all system components including Sandbox, Automation Engine, Communication, and various integrations. The entire system was impacted for 1.6 hours while the team investigated and implemented a fix. The incident was resolved after monitoring confirmed the fix was successful.

Scalepoint experienced degraded performance in their HUB Health service due to a general issue with the external MitID authentication provider, affecting the EDI Subrogation (ECO add-on) component. Many users were unable to authenticate properly through MitID during the incident. The issue was resolved after 1.5 hours once the external MitID service was restored.

A disruption in Scalepoint's SMS communication system affected the Communication Core & HUB and ClaimShop services for 21 minutes. The issue was caused by a disturbance at an external supplier that delayed SMS delivery. Once the external supplier resolved their issue, all pending text messages were released and normal service was restored.

Scalepoint users experienced issues receiving SMS and email messages due to an unscheduled disturbance with external provider Telenor Danmark. The incident affected the Communication Core & HUB and ClaimShop services for 1.7 hours. The issue was resolved after SMS deliveries resumed and no further disruptions were observed in internal logs.