Technology

At 7:15 PM this evening, the Technology team received a ticket from the Vets Now Contact Centre reporting performance issues within Helix, specifically during case creation. Based on the nature of the issue and feedback from multiple clinics, we have identified that all Vets Now locations are affected. However, the impact appears to be intermittent, similar to the behaviour observed on the evening of Monday, 3rd November 2025.

Symptoms Identified:

While performance issues have been observed during case creation, we have confirmed that general Helix functionality remains stable across. The current issue appears to be isolated to the case creation process.

Service Restoration 

We have identified the problem being linked to our SMS carrier, which manages text message delivery from Helix. The supplier has acknowledged a system issue and confirmed that remediation efforts are in progress. However, due to the nature of the issue, there is currently no estimated time for resolution. We will continue to monitor the situation closely provide updates as they become available.

Root Cause.

The exact root cause remains unconfirmed at this time, however we are aware that the issue is linked to our SMS carrier, which handles text message delivery from Helix.

We continue to monitor the incident and will provide further updates as more information becomes available.