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Insurance brokers fume as SSP Worldwide suffers new cloud outage

Insurance brokers outline dismay at fresh round of service problems so soon after September's two-week cloud outage

SSP Worldwide is suffering another service outage that is preventing insurance brokers from accessing its cloud-based Pure Broking platform, it has emerged.

According to social media reports, users of the insurance software house’s service have been unable to log on to the system since morning (Thursday 10 November 2016), and have received no indication as to when it will be up and running again.

The latter point is of utmost concern to many brokers, who are still dealing with the fallout from SSP Worldwide’s two-week outage in September 2016, during which around 300 insurance brokers were left struggling to trade.

“I wonder how long we will be off for this time? Has anyone got back in yet?” one of the brokers tweeted.

“No system all morning and promised update is late,” remarked another. “Once is unfortunate, but twice is crossing a line and completely unacceptable.”

In a statement to Computer Weekly, SSP confirmed the outage and said it is working on restoring services to those affected.

“We are aware of a disruption to service affecting our Pure Broking customers today, and we’re working to resolve the problem. We are keeping our customers up to date with progress,” a company spokesperson said.

Computer Weekly asked the company for details about how many customers are likely to have been affected by the outage, and what may have caused it, but no further details were forthcoming.

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The September 2016 outage was initially caused by power supply problems at SSP’s Solihull datacentre, which is in the process of being decommissioned. However, delays in migrating the infrastructure used to host Pure Broking to an alternative site meant the downtime lasted longer than expected.

As previously reported by Computer Weekly, SSP offered to compensate users for the downtime by giving them a four-week rebate on their service fees, which a number of brokers are known to have rejected outright.

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