Institution outage or sync delay
What to check and who to notify when an institution stops returning data.
When this applies
Multiple customers report missing or stale data for the same institution, or monitoring flags elevated errors for one data holder.
Steps
- Confirm scope in the console: request logs filtered to the institution.
- Check the institution's own status page and the CDR ecosystem outage notices.
- If confirmed, note the incident internally and reply to affected tickets with the standard outage response (see the public article on institution availability — link it rather than restating).
- Data backfills automatically when the institution recovers; do not promise timeframes we don't control.
Escalate when
The outage is on our side (errors across many institutions), or a customer is blocked on a go-live.