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Alliance suffered a major server disruption on Thursday. Processing of orders placed between 2:30 pm and 7 pm did not occur. Below is an update direct from Alliance. Please read and action where appropriate.
Severe service impact update from Alliance Healthcare
UPDATED COMMS ISSUED AT 7:30AM, MONDAY 11
SEPTEMBER
As you will be aware, due to a server failure on Thursday 7 September, our business critical systems have been impacted, resulting in severe service disruption across our network.
The system is now fully operational, and our Service Centre teams are working hard to process and pick orders, to resume full service as quickly as possible. However, there is a significant backlog of orders to clear.
Alliance Healthcare advises
customers that:
- Centrally stocked slow-moving medical lines or third-party parcel volumes (including Well, Alcura, Alloga and NWOS deliveries) are not affected by this issue and these will be delivered as normal.
- Health and beauty orders placed since 7pm on Thursday 7 September have been captured and these will be delivered today.
- Medical orders placed since 7pm on Thursday 7 September have been captured and we will start delivering these today on a
first in, first out basis. However, there is a large backlog of orders, so we do not expect to clear the full backlog of orders until Wednesday afternoon at the earliest. Our teams are working hard to clear these as soon as possible.
- We ask for all customers support to clear this backlog of orders, and return to normal service, by limiting orders to emergency medical solus orders only. All other orders should be placed with an alternative supplier today. This is not applicable to
Chessington, where normal orders can be received.
- Emergency solus medical products (only available via Alliance Healthcare) will be delivered on your next available delivery. For our supply chain arrangements, see our website: http://www.alliance-healthcare.co.uk/useful-information/our-supply-chain-arrangements
- If you require emergency solus medical orders during opening hours, please email Customer Services: customerservice@alliance-healthcare.co.uk with the subject ‘EMERGENCY ORDER’ to ensure that these are prioritised. Please provide as much detail as possible regarding the order required, including customer number, pip code, product name and contacts details so we can process the order as
quickly as possible. Alternatively, call Customer Services direct using the usual numbers, which you will find on our website here
- For emergency orders outside of opening hours, please follow our out-of-hours emergency order process on our website.
- We offer our sincere apologies to all customers for the inconvenience caused, and thank you for your support while we deal with this severe service disruption.
- Wherever possible, we ask that customers support us by minimising
any calls into Customer Service while we deal with this very difficult situation, so that we can prioritise emergency orders.
- Further up-to-date information and advice will be provided via our website throughout the day – www.alliance-healthcare.co.uk
- Patient safety remains our main priority and we have all possible
contingency plans in place, and our teams are working around the clock to ensure we resolve this issue and clear the backlog as soon as possible.
Chessington:
- Chessington Service Centre is now operating normally and if your store is serviced by Chessington you will receive all of your back orders on today’s delivery. From now on you should now place all of your orders for stock in the normal way.
Severe service impact
update from OTC Direct:
- Due to a major server failure on Thursday 7 September, our business critical systems have been impacted, resulting in severe service disruption across our network.
- Any OTC Direct orders placed on Thursday 7 or Friday 8 September have been captured and most will be delivered on Monday 11 September. Any remaining orders will be delivered on Tuesday 12 September. Please do not reorder.
- Customers are advised to place OTC Direct orders
as normal from today using your usual order method.
- This issue is being treated with the utmost urgency.
- We offer our sincere apologies to all customers for the inconvenience caused, and thank you for your support while we deal with this severe service disruption.
- Patient safety remains our main priority and we have all possible contingency plans in place, and our teams are working around the clock to ensure we resolve this issue and clear the backlog as soon as
possible.
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