2020-08-24 Third-Party Billing Provider Issues

Riva Cloud leverages Zuora for billing processing. The Zuora incident details and their response to their issue that affected all of their North American customers can be found here: https://trust.zuora.com/incidents/vfpy85qgblf5

The issue was identified at 05:09 Pacific on August 24, 2020.

The Zuora production issues had an impact on the authentication modules with the Riva Cloud production environment affecting some Riva Cloud clients. Upon a successful authentication into a Riva Cloud subscription, billing details were unavailable.  In those cases, Riva Cloud reverted accounts to a trial status, which may, in some cases have disabled an active synchronization policy.

While the issue was being investigated by our third-party billing provider, our Riva Success team monitored affected customers to ensure their synchronization policies remained enabled and syncing.

The issue was reported as being resolved by Zuora on August 24, 2020 at 07:25 Pacific.

We have confirmed all affected customers have maintained their subscription and continue to sync successfully.

Please advise our Success team with any additional questions.