This guide explains the status terms and update stages used on our status page so your teams can quickly understand impact, expected next steps, and when to take action.
Our status page is designed to provide clear, timely updates during incidents, degraded performance, and scheduled maintenance. The guidance below outlines what each status means and how to interpret updates as an event progresses.
The link to our Status Page can be found here: https://status.bvnk.com/
How to Read Status Page Updates
| Status or Indicator | What It Means | What You Should Expect | Recommended Action |
|---|---|---|---|
| Investigating | We are aware of a potential issue and are actively assessing scope, cause, and customer impact. | Information may still be developing. You may see intermittent failures, delays, or unexpected behaviour in the affected service. | Check the affected components on the status page and monitor for the next update. |
| Identified | We have confirmed the cause or failure point and are working on mitigation or recovery. | The issue is understood, but customer impact may continue while remediation is in progress. | Review any guidance included in the update and continue to monitor progress. |
| Monitoring | A fix or mitigation has been applied and we are observing the service closely to confirm stability. | Service is generally recovering. Some backlog processing, latency, or delayed confirmations may still occur temporarily. Whilst any new requests should process normally. | Resume normal activity where appropriate and watch for confirmation that the issue is fully resolved. |
| Resolved | The incident has been mitigated and service is operating normally again. | No further impact is expected. Final checks have been completed. | No action is usually required unless you continue to see issues not reflected on the status page. |
| Operational | The service is functioning normally. | Expected performance, availability, and processing behaviour. | No action required. |
| Degraded Performance | The service remains available, but performance is below normal levels. | Higher latency, slower processing, or intermittent delays may occur. | Allow additional time for processing and ensure any automated retries follow your normal safeguards. |
| Partial Outage | A specific feature, region, or service component is unavailable or failing, while other areas remain operational. | Some actions may fail while others continue to work normally. | Check which components are affected and use unaffected services where possible. |
| Major Outage | A critical service is unavailable or significantly disrupted. | Widespread failures or inability to use the affected service. | Pause impacted workflows if needed and monitor updates for restoration progress. |
| Maintenance | Planned work is scheduled or underway. | Temporary service interruption or reduced availability may occur during the maintenance window. | Review the timing and scope in advance and plan operational activity accordingly. |
What Customers Can Expect During an Incident
- Initial Confirmation: We publish an initial update once an issue is confirmed and ready to communicate.
- Verified Progress: Each update reflects the latest verified understanding of impact and recovery progress.
- Evolving Statuses: Status wording may evolve as the incident moves from investigation to recovery.
- Incident Closure: When service has stabilized, the incident is marked resolved and updates stop unless conditions change.
Recommended Actions for Your Team
- Subscribe to Updates: Subscribe to status page notifications so the right operational contacts receive alerts promptly. This can be done simply by clicking on the SUBSCRIBE button on our Service Status Page.
- Assess Scope: Use the affected component information to determine whether your specific workflows are impacted.
- Manage Retries: During degraded performance, allow extra processing time before retrying actions to avoid amplifying service load.
- Escalate Edge Cases: If you continue to experience issues after an incident is marked resolved, contact your assigned Customer Success Manager or our Technical Support Team (merchants@bvnk.com) with relevant examples and timestamps.