In the occasion that Employment Hero platforms are experiencing major performance issues, we'll update you on the status here, in real time.
Feb 1, 2024 6:35 PM
Our engineers have confirmed that the issue preventing customers from validating super batches has been resolved.
We apologise for the disruption and thank you for your patience.
Feb 1, 2024 4:39 PM
Our engineers are urgently working with our downstream providers on an issue preventing customers from validating super batch payments.
When validating the batch customers will see the message "An error has occurred"
We apologise for any inconvenience caused and will update you with more information within the next 60 minutes.
5/12/2023 9:30am AEDT
This maintenance was completed successfully overnight.
4/12/2023 8:30pm AEDT
In order to improve the stability of our Payroll platform, our engineers will be performing maintenance today (Monday) at 2:30pm-3:00pm GMT (Tuesday 1:30-2:00am AEDT, 3:30-4:00am NZT)
Payroll will remain available throughout, except for two 30 second periods during this window where customers may receive an error or timeout.
Thank you for your understanding.
We are currently experiencing intermittent degraded performance across Payroll impacting all areas of the platform and regions.
Our engineers are actively investigating.
Thank you for your patience
13th November 5:30PM AEST
Payroll performance has been restored.
We apologise for any inconvenience caused and will provide more information here following our incident review.
14th November 7:10AM AEST
Our engineers report a recurrence of this DB issue this morning and mitigation efforts are currently underway.
This page will be updated when performance is restored and left open whilst we isolate root cause.
Thank you for your patience
14th November 7:55AM AEST
Our engineers have restored performance levels.
This status will remain open and updated whilst we continue to identify root cause of our DB performance issues.
14th November 9:00AM AEST
Please note that this issue continues to return intermittently.
Our engineers are continuing investigations into root cause and are mitigating where possible.
Thank you for your continued patience.
14th November 10:00AM AEST
We are still experiencing intermittent but significant periods of degraded performance on the Payroll platform.
Our engineers are currently working to isolate root cause.
14th November 11:20AM AEST
Our engineers are still actively investigating the root cause of the continued excessive DB load causing platform outage.
We apologise for the ongoing inconvenience and will continue to provide regular updates.
14th November 2:20PM AEST
Our engineers continue their investigations and are urgently working to resolve this.
Further updates will be provided as a priority.
14th November 3:10PM AEST
Payroll platform performance is improving. Customers can use the platform but may experience errors and timeouts whilst doing so.
The root cause remains under urgent investigation. We will continue to provide updates.
14th November 4:35PM AEST
Service to our payroll platform has now been restored. We sincerely apologise for the inconvenience caused.
We will continue to monitor the platform closely. If you are experiencing any issues, please contact support.
We are investigating an issue preventing users from logging in to Payroll. We are working to get service resumed as soon as possible.
Issue has been resolved.
We are aware that this issue has resurfaced. Our engineering team is investigating the root cause of the intermittent 502 bad gateway errors.
This issue (intermittent 502 gateway errors) has been resolved. The root cause was tied to inefficient logic in the API logging middleware which drove excessive platform load / 502 gateway errors.
We are aware or a current issue impacting Pay Runs and Rostering. Our engineers are currently investigating and we will update you by 09:00hrs AEST at the latest.
09:00HRS Developers are still investigating the issue.
The root cause of this problem was an invalid URL linked to a security certificate. To resolve this issue we replaced the URL with one possessing a valid and secure certificate. A buildup of processing jobs accumulated during this period and we immediately bolstered the capacity of our worker processes to clear the processing queue.
We sincerely apologise for any inconvenience caused.
We are currently experiencing system wide performance issues.
This is due to a backlog in our back end jobs processing. We are adding additional server capacity in order to clear the backlog and restore performance.
Additional server capacity resolved the issue
There is an issue with the warnings section of the pay run. Stating that employees are taking more leave than they have accrued with 0 hours available for use.
This warning is purely a display issue and leave balances/calculations are not impacted
Engineers are investigating
Issue has been fixed and released to production.
We are currently experiencing a problem where leave categories within a pay run are not populating with a pay rate. Our engineers are currently investigating this as their highest priority.
Manually populate the pay rates.
Issue has been identified and a fix is underway.
Issue has now been resolved. In order to rectify, you must re-import any timesheets that are impacted. Once imported, the pay rates will display as normal.
We are aware of an issue where users are not able to install award updates. We are currently working to resolve this issue.