Alliance Order Issue

Friday 8th September 2017

Severe service impact update from Alliance Healthcare

We regret to advise customers that, due to a major server failure yesterday, our business critical systems have been impacted, and this will result in severe service disruption to both our short-line and full-line service today.

  • As a result, any Alliance Healthcare orders for medical products made between 2.30pm and 7pm yesterday cannot be processed. Customers are advised to please reorder these products as needed, using electronic ordering wherever possible.

  • Gluten-free fresh bread orders do not need to be reordered.

  • Medical orders placed yesterday between lunchtime cut-off and 2.30pm, or after 7pm will be processed and picked later today, and delivered tomorrow (Saturday) or Monday morning.

  • Please note this issue does not impact health and beauty orders, centrally stocked slow-moving medical lines or third-party parcel volumes (Alcura, NWOS deliveries) and these will depart on time this morning.

  • If you require emergency medical orders, 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

  • Further up-to-date information and advice will be provided via our website – www.alliance-healthcare.co.uk

  • This issue is being treated with the utmost urgency, our IT teams have been working throughout the night to resolve these issues.

Severe service impact update from OTC Direct:

  • We regret to advise customers that, due to a major server failure yesterday, our business critical systems have been impacted, and this will result in severe service disruption to both our short-line and full-line service today.

  • As a result, we cannot make any OTC Direct deliveries today. Any orders placed yesterday or today have been captured and will be delivered tomorrow or Monday. There is no requirement to reorder.

  • This issue is being treated with the utmost urgency.

  • We are putting in place all available resources and people to help move this backlog of orders as quickly as we can, so that we can return to full service as soon as possible.

     

Alliance offer their sincere apologies to all customers for the inconvenience caused, and thank you for your support while they deal with this severe service disruption. Patient safety remains their main priority and they are doing all they can to ensure this issue is fixed as soon as possible. They want to reassure all customers that they have all possible contingency plans in place to ensure service disruption is minimised.