Solution Portfolio - Page 178



Payment Outage Nightmares
Cost of Payment Outages
Minimising Payment Outages
HOW LONG DOES IT TAKE TO RESOLVE PAYMENT OUTAGES?
Only 4% of respondents conrmed that it took a matter of seconds to resolve individual instances of
total payment outages. The bulk of cases (around 88%) took anywhere from a few minutes to a few hours.
Clearly, with nancial losses to the company, frustration for the customers, and the knock-on effect of
reputational damage to the enterprise and industry as a whole, issue resolution times are a critical factor
in the choice of payment service provision.
4%
59%
A matter of seconds
29%
8%
A few hours
A few minutes
A mid-sized chain of
retail outlets has been
estimated by some to
lose around $3,000
per minute.
A day or more
WHEN HAVE THESE COMPLETE OUTAGES OCCURRED?
A considerable proportion (39%) of complete outages occurred during peak business hours, when
their impact on operations could do the most damage. Around 42% of respondents observed outages
during a mix of peak and off-peak times.
Peak time outage can be a cause for collateral damage to the business, hence special care must be taken
during peak times.
A mix
Peak times
42%
39%
More than a third of
merchants have seen
their services go down
during peak times.
Off-peak times
19%
Zero Payments Downtime. Myth or reality?
Key ndings about payment service outages in Europe and how to avoid them.
9

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