System Outage

Vesta EVV System Outage -resolved
12/18/2020 UPDATE - 10:30 aM CST

Extended Customer support Hours

Saturday December 19, 2020 - 9:00 am to 12:00 pm

Sunday December 20, 2020 - 9:00 am to 12:00 pm

Emails and Voicemails will also be processed Saturday and Sunday.

Contact Information can be found here

DAtaLogic Vesta EVV System Outage - Frequently asked questions
UPDATEd december 12, 2020

FREQUENTLY ASKED QUESTIONS

 

Vesta EVV System Outage - Resolved
12/11/2020 UPDATE - 09:00 aM CST

DataLogic Software/Vesta has restored full connection to the Vesta EVV Windows and Web software systems, Third-Party Interface, and full functionality on the Interactive Voice Response (IVR) system. The Vesta Mobile Application has been restored and is fully functioning as of 8:30 AM CST, Friday December 11, 2020.

As part of the redeployment process, Vesta Windows login passwords have been updated for program provider users. For information on how to request and update passwords, please review the link below.

Updating Vesta Credentials.

Some data services within Vesta have not been fully restored.  Until these services are restored, Vesta users will not receive Member Medicaid eligibility updates, LTSS Authorization updates and the Provider contract lookup services.   Additionally, nightly EVV data exports to TMHP will be temporarily suspended.   DataLogic will provide updates as these services become available. 

Vesta Complete Providers: 

Some data services within Vesta have not been fully restored; claims will not be able to be sent for processing until the data services within Vesta have been established. 

The entire DataLogic Software staff apologizes for the disruption this has caused, and once again offer our sincere appreciation for your patience. 

Vesta EVV System Outage - Resolved
12/10/2020 UPDATE - 05:30 pM CST

Datalogic Software/Vesta has restored full connection to the Vesta EVV Windows and Web software systems, Third-Party Interface, and full functionality on the Interactive Voice Response (IVR) system. The entire DataLogic Software staff apologizes for the disruption this has caused, and once again offer our sincere appreciation for your patience.

As part of our restore process, the Vesta Windows RDP passwords have been updated for program provider users.  For information on how to request and update RDP passwords, please review the link below.

Updating Vesta Credentials.

The Vesta Mobile Application is expected to be fully functioning by Friday, December 10th before Noon. 

HHSC  Guidance:

As a reminder, Temporary EVV Policies for COVID-19 (PDF) are in effect until Dec. 31, 2020. These temporary policies give program providers and FMSAs flexibility to address business impacts during this outage, such as:

  • A claim can be paid without a matching EVV visit transaction in the EVV Portal because claims matching is currently disabled.
  • Visit maintenance can be completed within 180 days from the date of the visit.

TMHP Guidance: 

Program providers and financial management services agencies (FMSAs) who use Vesta Complete software to submit their EVV claims to TMHP are temporarily unable to submit their claims through this option. Program providers and FMSAs impacted by this outage can submit their EVV claims through TMHP’s TexMedConnect software.

For additional information on TexMedConnect, refer to the TMHP TexMedConnect webpage or contact the EDI Help Desk at 888-863-3638.

HHSC is assessing the full business impact of this outage and will provide guidance to assist program providers, FMSAs and CDS employers.

HHSC Communications for the Vesta EVV System Outage: https://hhs.texas.gov/about-hhs/communications-events/news/2020/12/update-datalogic-vesta-evv-system-outage-dec-9

 

Vesta EVV System Outage
12/10/2020 UPDATE - 02:00 pM CST

Datalogic Software has initiated the process to restore connection to Vesta EVV Windows and Web software systems, Third-Party Interface, Vesta Mobile Application and full functionality on the Interactive Voice Response (IVR) system.  We appreciate your patience and will be posting additional details on this website within the next few hours.

Program Providers who use the Vesta Windows application, please review the link below for steps on how to access Vesta, once the system is restored.

Updating RDP Credentials

Vesta EVV System Outage
12/08/2020 UPDATE - 08:45 AM CST

DataLogic/Vesta EVV has restored key functionality to the Interactive Voice Response (IVR) system that service attendants and CDS Employees use to clock in and clock out. The IVR prompts have not changed and the service attendant will continue to call their currently assigned EVV Toll-Free number to document time worked. When a service attendant clocks in and clocks out, instead of receiving a call time, they will hear the following message: “Thank you”.

Although attendants will not receive a call time, Datalogic will validate the clock in and clock out calls to the EVV records once services are restored.  Service attendants should be advised that this change is temporary and that it is not an indication of a failed clock in or clock out attempt, and there are no further steps required.

Specific clock in and clock out instructions for the LandLine and Alternative Device Methods are posted below.

IVR - Service Attendant Land Line IVR - Service Attendant - Alternative Device IVR - CDS Employee Land Line IVR - CDS Employee Alternative Device

Datalogic Software/Vesta EVV is aware of the network outage impacting the Vesta EVV Windows and Web software systems and Vesta Mobile Application. Our teams are working diligently to resolve this issue and resume normal operations as quickly as possible.

We understand this is disruptive and are deeply sorry for the inconvenience. At this time, we do not have an estimate for when full functionality will be restored, but we are working around-the-clock to restore systems.

Service Attendants:

If the EVV method used is LandLine method, please document your time worked as per your Program Provider or FMSA policies so that Program Provider and FMSA Staff can manually perform Visit Maintenance once the Vesta EVV system is available.

If your Vesta Mobile Application credentials are saved in the Vesta Mobile Application, you can temporarily change your phone settings to Airplane Mode to clock in and out for the Mobile and Alternative Device methods. Your clock in and clock out information will be temporarily stored on your device and uploaded once connection to Vesta EVV is reestablished.

If you do not have credentials, or your credentials are not saved within the Vesta Mobile Application, you should document time worked as per your Program Provider or FMSA policies. If the alternative device method is used, you may follow one of the below methods to input and validate your six-digit token values to document each visit.

• You can enter your six-digit values into the Vesta Mobile Application once connection to Vesta EVV is restored,
• Call the six-digit values via the Vesta EVV interactive voice response system (IVR) once the connection to Vesta EVV is restored, or
• Your Program Provider or FMSA office staff may conduct manual data entry for your time.

Providers/FMSA’s:
Please advise service attendants to document their time worked as per your policy to facilitate manual visit verification once the Vesta EVV system is available.
At this time, the Vesta CDV and EVV customer portals are not accessible.
While we work to remediate this network outage, we will post any relevant technical updates or alternate instructions to our website. If you have additional questions, or need to create a support ticket, please email support@vestaevv.com and include your Agency Name, ID and contact information.

Additional Information

Texas Medicaid & Healthcare Partnership (TMHP) has provided additional information regarding this matter. Click the link below for more details.

https://www.tmhp.com/news/2020-12-07-datalogics-vesta-evv-system-outage-impacts

Thank you for your patience.