Giacom’s Cloud Market portal is the only way to manage anything with them: orders, cancellations, invoicing and tickets. Despite that, they scheduled it to be offline for an entire weekend and it seems not everyone was told.
Dear Partner,
We would like to advise you of planned maintenance activity that will take place across multiple platforms and services between 5:30pm on Friday 09 October 5:30pm and 8:00am on Monday 12 October.
This maintenance activity forms part of our ongoing investment in platform resilience, security and long-term service stability. The change has been subject to formal change governance, technical review and operational readiness assessments and will be overseen by dedicated Technology and Operations resources throughout the maintenance window.
Detailed implementation, testing and rollback plans have been prepared in advance. In the unlikely event that issues are encountered during the maintenance process, proven recovery procedures are available to enable the safe restoration of services.
Partner-impacting functions will be validated through structured operational testing at agreed milestones throughout the maintenance window, with final end-to-end assurance completed prior to the return to business-as-usual operations on Monday morning.
Our objective is to complete the activity with minimal disruption while ensuring all services are returned to a fully operational state before the start of the working week.
During this period, some services and functionality will be temporarily unavailable. We recommend that any activity requiring these services is planned around the maintenance window where possible.
Ordering & Provisioning You may be unable to: Submit or manage certain mobile provisioning requests Progress broadband, WLR and HVS orders Track order status Receive real-time order completion notifications Support Services & Service Desk Activities You may be unable to: Check real-time service, connection or line status information Access existing support tickets Mobile Service Management You may be unable to: Process PAC requests normally Receive automatic barring actions Complete activities requiring live mobile account status Retrieve real-time connection status via integrated systems or APIs Automated Mobile Notifications The following automated notifications will not be generated: Bon Voyage notifications Bundle notifications Spend limit alerts Other automated platform-generated notifications Usage & Account Management You may be unable to: View customer usage information Access spend and service alerts Use certain account management functions available through partner portals Reporting & Data Access You may be unable to: Access customer data, support ticket information and managed ethernet reporting Run reports dependent on affected systems Retrieve management information (MI) API & Integration Services The following capabilities may be unavailable: API transaction submissions Inventory and service status queries Order progress and provisioning polling API-driven responses from affected services Impact to Mobile End Users The following services may be unavailable to end users during the maintenance window: PAC code processing Bundle, bill and spend alert text notifications Automatic barring actions Self-service access to invoices and usage information . We will communicate out FAQ’s over the coming days. We apologise for any inconvenience this may cause and thank you for your continued partnership and support. Giacom Service Operations
In this day and age, what other business would plan to take a critical system offline for more than 60 hours? That’s 60 hours in which partners wouldn’t be able to support their customers or do anything at all. Is that really the wise choice?
Giacom did make changes on time on Friday but instead of improvements, the response times from their platform increased 7-fold where it has remained.
And on Monday 12 October 2026, once the work should have finished, the Cloud Market website was so slow it simply returned errors. Between 9:15am and 2:30pm, average response times exceeded 30 seconds (30,000ms) with peaks over 50 seconds. Even logging in, hardly a demanding task, took more than two minutes.