Availability

It is important that the e-verification system has both high performance and availability so that medicines can be distributed to the public without delay. e-VIS measures and therefore continuously monitors the system's availability and performance. According to Commission Delegated Regulation (EU) 2016/161 (Article 35), the response time, regardless of the speed of the internet connection, shall be less than 300 milliseconds for at least 95% of the requests.

The diagrams below show:

  • The proportion of requests (in%) that took place during 300 milliseconds on an average over a month divided into verifications and status updates on packs.
  • Percentage of request as above in the last 6 months.
  • The average response times in milliseconds for verifications and status updates on packs the last 30 days.
Incidents SMVS

2021-03-15: Microsoft Azure Active Directory outage

Description
Starting at 19:15 UTC on the 15th of March 2021 Microsoft Azure Active Directory Services experienced an outage resulting in Azure authentication errors.
The SMVS services that were already logged in continued to work as expected. The incident was global and it was expected that Microsoft would resolve the issue promptly (within hours).
The problem escalated in the morning the next day and end users experienced connectivity issues due to the global Microsoft incident. At 10.28 Microsoft reported that the incident was resolved and by 11.00 end users in Sweden and other countries started reporting successful connectivity. Some intermittent issues were still happening during the day and the IT-supplier Solidsoft did restart SMVS to fully resolve the issue.

Timeline

  • At 20:15 on the 15th of March 2021 Microsoft Azure Active Directory Services experienced an outage.
  • At 08:15 on the 16th of March 2021 Microsoft updated the Azure Status page to show that errors were being experienced in attempts to access storage across all Azure regions. The following hours several end users in different countries reported connectivity issues and failure to renew tokens.
  • At 09.31 the Swedish end-users and their IT-suppliers were informed about the ongoing incident.
  • At 10:28 Microsoft stated that the Azure Active Directory problem had been resolved and was due to Microsoft performing key rotation tasks unsuccessfully. By 11:00 end users were reporting successful connectivity and only intermittent connection issues.

2021-01-01: EU Domain Suspended

Description

SMVS and EU Hub was up and functioning but could not be contacted due to the failure to resolve the URLs *.nmvo.eu. This was identified to be due to the EUR ID registry suspending the domain.

The EUR ID Registry suspended any domains registered to a UK Address on 1st January due to Brexit. It is no longer possible to have an .EU domain registered to a UK Address.
As the *.nmvo.eu address was still registered to Solidsoft Reply’s office in the UK (Basingstoke), it triggered the domains to be suspended.

Notification of action needing to be taken from the domain registrars was not received by Solidsoft Reply due to a legacy email address being used by the Domain Registrars.

Once the issue was identified, the registration address was updated (to Solidsoft Reply’s Italian Head Office address) and the domain registrars were contacted. An emergency change request was submitted to the EUR ID registry who approved removal of the suspension at approximately 13:00 (UK time).

As preventive measure all .eu domain entries have been updated with the Reply corporate address in Italy and the email address registered with the domain registrars has been updated to that of the Solidsoft Service Desk.

Timeline

  • At 01.00 (00.00 UK Time) on the 1st of January 2021 the *.nmvo.eu was suspended and no request could find its way to the SMVS.
  • At 12.44 the same day the Swedish end users and their IT-suppliers were informed about the ongoing incident.
  • At 14.24 the same day the problem was resolved, and the Swedish end users and their IT-suppliers were informed about this at 14.54.