Scalepoint Outage History

Scalepoint's ClaimShop service experienced a major disruption where users were unable to access the Sandbox environment. The incident affected the Sandbox component and lasted 27 minutes before being resolved. The issue was investigated with highest priority and successfully restored.

Scalepoint's Settlement Tool experienced a major disruption that prevented claims handlers from completing their work, affecting the entire system for 9.9 hours. The issue was investigated with high priority, a fix was implemented and monitored, and the incident was fully resolved.

Scalepoint experienced a major service disruption lasting 9.6 hours where users were unable to access their settlement and Shop purchases, with multiple error reports affecting the entire ClaimsCORE and ClaimShop systems. A fix was implemented and systems were restored to normal operation, followed by monitoring to ensure stability.

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.