Kyruus is committed to communicating to our customers. We leverage a tool called StatusPage (https://status.kyruus.com) to enable broad based customer communication related to maintenance windows, and we use this tool to communicate BOTH major outages, and minor business operational delays (ie: Analytics delayed). Our reason for communicating broadly on business operational delays is that we recognize that many customers have Kyruus data flowing into other downstream systems, and business intelligence tools. Delays in the timing for business processes can create a downstream delay for certain customers depending upon the timing of certain events.
What do these statuses mean?
Each application will have a status listed next to its name on the StatusPage. The status definitions are listed below, as well as the Case Priority associated with them according to our standard Support and Hosting Policy.
Operational: The application is functioning as expected
Under Maintenance:The application is undergoing scheduled maintenance, and some tools or interfaces may be unavailable during the maintenance window
Degraded Performance:Certain pieces of functionality are not functioning optimally (ie. slow load times, trouble saving, etc.) and a StatusPage incident has been created to track the issue [Case Priority: Normal]
Partial Outage: Certain pieces of functionality are unavailable (ie. users can access PMAC, but get an error when logging a case) and a StatusPage incident has been created to track the issue [Case Priority: High]
Major Outage: An entire ProviderMatch application is experiencing a complete loss of service, and a StatusPage incident has been created to track the issue [Case Priority: Urgent]
How can I subscribe for updates?
How do I unsubscribe from updates?
If you are already subscribed for updates, when you click the "Subscribe to Updates" button you will be able to unsubscribe from any/all components. If you uncheck all components, you will no longer receive status email updates from the Kyruus StatusPage.
I don't recognize "Kyruus Interface Engine" and "Kyruus Data Ingestions." What are those?
Kyruus Interface Engine (HL7) refers to the interface engine Kyruus uses to process inbound HL7 and ADT messages for PatientOne, Scheduling and DirectBook applications. If we ever run into systemic issues processing these messages, we will alert subscribers.
Kyruus Data Ingestions refers to the daily data ingestion process for updating provider data in ProviderMatch applications. If we run into systemic delays processing these updates, or if the process is delayed, we will alert subscribers.
Single Customer Outages
What to Expect During a Single Customer Kyruus Outage
Definition of an Outage: The Kyruus Application has complete loss of service for which no known workaround exists. The Customer’s use of the Kyruus Application cannot reasonably continue until the problem is resolved.
Communication Point Person: on-call Customer Support Agent
- Urgent ticket is submitted by customer
- Kyruus determines issue is classified as an outage affecting only a single customer
- On-call Customer Support Agent triggers Engineering Workflow
- Within one hour, the on-call Customer Support Agent provides the customer an overview of what we are doing to resolve the issue in the Support ticket
- Updates in writing sent to customers every 30-60 minutes on status of outage via Support Ticket
- Notify customer when issue is resolved
- Share root cause with the customer within 7-10 business days