Vetsource Payments Platform Incident Report

Date

System Status and Incident Reports - Past Incidents

10/27/25

Incident - 10/27/26 - A service disruption impacting the Vetsource Payments platform was detected at 3:20 PM PT on October 27, 2026. Our technical team initiated an immediate investigation and was able to identify and resolve the root cause. Normal service was restored as of 5:00 PM PT.

10/1/25

• Incident - 10/1/25 - We became aware of a problem affecting practices who use our Vetsource Payments Standalone solution not being able to process payments as well as send pay-by-links. This has also affected practices using practice home and our team is aware and working on fixing the issue. as of 8:50 am PT.
  • Resolved - 10/1/25 - The technical teams have investigated and were able to resolved the issue. Once solved, the fix took a few minutes to propagate to all internal systems and practices using Vetsource Payments. Payment errors have cleared out as of 10:00 am PT.

8/21/25

• Incident - 08/21/25 - We became aware of a problem affecting severely degraded performance with in-person payment processing at 7:30am PT.
  • Resolved - 08/21/25 - Technical teams investigated are were able to resolve the issue by 7:48am PT. All systems are now working correctly.

08/11/25

• Incident - 08/11/25 - We became aware of a problem affecting our Avimark Integrated platform that practices were not able to process payments through Avimark at 7:15am PT.
  • Resolved - 08/11/25 - The team investigated and was able to resolve the issue by 7:50am PT. All systems are now working correctly within the Avimark Integration Payments platform.

08/01/25

• Incident - 08/01/25 - We have been made aware of a problem affecting the Back Office part of the Payments platform. This is due to a recent system upgrade, and the team is working to fix this within the hour.
  • Resolved - 08/01/25 - This problem has been resolved, and the Back Office is working correctly within the Payments platform.

06/12/25

• Incident - 06/12/25 - We have been made aware of a global outage with Google Cloud that is potentially affecting Vetsource Payments and other Vetsource platforms. For Integrated practices, we are receiving reports of a file error in the pop up window from Avimark when trying to initiate a payment. This outage might also affect the ability for all Payments customers (integrated and standalone) to access the Payments portal in Vetsource. Access to Practice Home might be affected, as well.
  • Resolved - 06/12/25 - Google is reporting that most Google Cloud products have confirmed full service recovery, and we have verified that all Vetsource systems should be fully restored at this time. If you are still experiencing a problem, please contact our support teams.

04/21/25

• Incident - 04/21/25 - We have been made aware of an issue impacting our payment processor which may be impacting your ability to process payments. Recovery of payments services began at 10:45am PST but you may continue to experience degraded performance until the issue is fully resolved. We will follow up once we have more information.
  • Resolved - 04/21/25 - Our payment processor worked diligently to resolve the issues impacting our Vetsource Payments application. We are pleased to report that services have been fully restored.

11/15/24

• Incident - 11/15/24 - We have been made aware of a problem with the Payments platform not finding terminals when a transaction is initiated. The developers have been notified and are currently working on the issue.
  • Resolved - 11/15/24 - The developers identified the problem and have implemented a fix.