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Rare component failure caused service disruption

Press Release

​​A rare component failure prevented Nets from instantly switching to its redundant card platform on Saturday evening. Measures are now being implemented to prevent a similar incident from recurring, and an expanded offline procedure will ensure that even brief outages do not disrupt payment flows​

Nets has now completed its incident report following Saturday's operational incident. The report provides a more detailed picture of the event, which was triggered by a component failure in Nets' underlying infrastructure, which is managed by a global vendor. Unfortunately, the failure occurred in a part of the system that did not allow for a quick switch to the redundant card platform, which is the standard procedure. This resulted in an outage on Saturday evening of about three hours.

The report shows that we were impacted by a rare component failure, which we have not seen before, that made us unable to quickly restore normal operations. We are now taking steps to ensure that a system failure of this nature - although very rare - could not have the consequences we saw last Saturday," says Allan Bonke, Country Manager at Nets.

Following the incident, Nets are now revising the workflows to account for and prevent that similar events could have such a substantial impact. Nets will also review its escalation procedures, especially focusing on customers in critical roles, to ensure that the right stakeholders receive prompt, direct notifications and have easier access to contact Nets.

A need for better offline availability

Several merchants used the option to accept offline payments on Saturday evening. The existing off-line solution, however, only applies to cardholders with a physical co-badged Dankort. Also, the event on Saturday showed a lack of knowledge and anchoring of this functionality among merchants. This incident also shows us, that this offline solution needs to be evolved to also include more common payment methods.

Together with the broader sector, the Danish National bank has developed a new offline solution that allows payments with all card types during an offline situation - including cards requiring balance checks and mobile payments, which are increasingly common. This solution will now be implemented in supermarkets and pharmacies, which are viewed as critical for ensuring consumers can access necessities during, for example, a hybrid attack. Nets sees this as the ideal solution for all sectors.

We are sorry for the inconvenience this incident caused for our customers, partners and the broader public. Normally have uptime close to 100%. But if something goes wrong, or the internet connection for a merchant briefly goes down, the offline solution we are now implementing is ideal. We will work to ensure this solution is made more broadly available across all sectors, as stable digital payments are important in all purchasing situations, both for merchants and consumers," concludes the Country Manager.

In the wake of the incident on Saturday, various related incidents have occurred, causing issues for certain cardholders who may have experienced erroneous transactions or reservations. These incidents are currentl​y being managed and resolved together with the datacentres and banks.​​