If no information has been published on the Kanta Services website or the contact person of the service provider has not received information about a disruption in the Kanta Services, the user must report the disruption to their own helpdesk with immediate effect.
Each service provider, whether an authority or a company, is responsible for the functionality of the service it provides and for the associated communications. The service provider must agree on local operating models for emergencies. The service provider must have its own instructions for disruption.
Reporting a fault to Kela
The helpdesk or information system supplier of a service provider using Kanta Services must report any faults they detect to the technical support of Kela whenever one or more of the following criteria are met:
- The fault prevents or significantly slows down the use of the service.
- The fault is not related to a pharmacy, client or patient data system used by the service provider, but it is localised to the Kela service entity.
- Disruption may result in the possible compromise of patient safety or the service received by a social welfare client. The disruption is also directly or indirectly related to the Kanta Services.
- If disruption involves an information system issue, it may result in the possible compromise of patient or client privacy. The disruption is also directly or indirectly related to the Kanta Services.
- The locality of the disruption cannot be confirmed, but it can be assumed to affect not only the service provider, but other operators as well.
- The disruption is not localised to the Kanta Services, but prevents the service provider from using the Kanta Services.
Contact information in fault situations
A fault is reported to Kela’s technical support using the fault report form (docx). The form is sent as an email attachment to tekninentuki@kanta.fi.
In addition to sending a fault report form, faults that are critical or have an extensive impact must also be reported by telephone to the technical support, tel. 020 634 7787.
Kela’s technical support and fault notification
Kela’s technical support provides a 24-hour service to the support organisations of service providers and system suppliers, to citizens using MyKanta and encountering technical problems, and the users of the Kelain service. The technical support is also responsible for fault notifications with respect to services provided by Kela. Customer service for professionals counsels in other situations related to Kanta services Monday to Friday between 7 am and 5 pm.
Extensive fault situations
Technical support in extensive fault situations
- publishes fault notifications on the kanta.fi website
- sends fault notifications to the service providers and stakeholders by email and/or text message
- notifies of faults at the start and end of the fault and when the situation changes.
Planned changes and maintenance work
We aim to provide notification of any planned service-related changes and maintenance two weeks in advance as maintenance notices on kanta.fi. We will inform the recipients of maintenance notices of any significant changes or service interruptions.
The service provider will provide maintenance notice recipients’ contact details in connection with the deployment of the service and will maintain the contact information on the Kanta Extranet.
Action to be taken by social welfare and healthcare services
Fault that prevents the use of the Prescription Centre in the healthcare services
Prescriptions are issued as online, paper or telephone prescriptions, and they are recorded in the patient data system. During a fault, prescription data is not automatically recorded in the Prescription Centre, and it is not recorded manually after the disruption. A prescription that has been issued during a disruption will be saved in the Prescription Centre by the pharmacy during the dispensing event. The procedure for social welfare and healthcare services in fault situations is only available in Finnish and in Swedish.
Fault that prevents the use of the Patient Data Repository or the client data repository for social welfare services
The patient and client data system automatically saves all entries made in it during a fault once the repository is back in use. The procedure for social welfare and healthcare services in fault situations is only available in Finnish and in Swedish.
Action to be taken by pharmacies
Essential medication of patients is safeguarded in any fault situations in Kanta Services. The procedure for pharmacies in fault situations is only available in Finnish and in Swedish.
Notification to other authorities
In the event of a situation wherein a healthcare information system, device or material compromises patient safety, both the system provider and the service provider are obliged to notify the required authorities:
The service provider must also observe the cyber security guidance for operators in the healthcare and social welfare sectors (valtioneuvosto.fi).
Action to be taken by the authorities in serious incidents or exceptional situations
The authorities (THL, Kela, Valvira, DVV, STM, Fimea) will assess the severity of the incident. In the event of a serious incident or exceptional situation, the authorities will provide instructions on what to do during the situation and how to resume normal operations. The authorities will forward assessment-based instructions to service providers’ contact persons who are responsible for distributing the instructions within their organisations.
Action to be taken by citizens in fault situations
Find out about instructions for citizens in fault situations.
Data breaches
In cases of concern that personal data may have been compromised, please read the instructions in case of suspected data breaches on its own page.