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FireEngine

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#133986 11-Nov-2013 09:16
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Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10





Regards FireEngine


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MurrayM
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  #930565 11-Nov-2013 10:13
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All seems to be back up and running again.

Only two of my clients contacted me about it.

Thanks for taking the time to post here and on your status page (which I subscribe to via RSS).

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mattwnz
18749 posts

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  #930589 11-Nov-2013 10:42
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Although it didn't say on the status page, it is also affecting email, as it is timing out. I have at last got my email to download, but it is still struggling to connect.

adw

adw
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  #930635 11-Nov-2013 12:15
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FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?



FireEngine

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  #930661 11-Nov-2013 12:52
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adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.




Regards FireEngine


mattwnz
18749 posts

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  #930671 11-Nov-2013 13:25
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Is there going to be an incident report provided, as there is no explanation for what caused the outage, just that it has been resolved.

adw

adw
175 posts

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  #930716 11-Nov-2013 14:36
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FireEngine:
adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.


It went off again at 11.54 and didn't come back up until after 12.34 (and unfortunately we post here as responses from 'the team' are slow or non existent - but that seems to come from the top down).

The stats still aren't working - do we have a resolution time for them please (and is anyone going to run a thorough check to see what else is out?).

Thanks

FireEngine

1217 posts

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  #930725 11-Nov-2013 14:42
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adw:
FireEngine:
adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.


It went off again at 11.54 and didn't come back up until after 12.34 (and unfortunately we post here as responses from 'the team' are slow or non existent - but that seems to come from the top down).

The stats still aren't working - do we have a resolution time for them please (and is anyone going to run a thorough check to see what else is out?).

Thanks


That team has had a backlog but that is now cleared so I would expect normal response times to be adhered to. What time did you call/email?

What does "went off" mean, error code? won't load/blank screen?

Stats still aren't working from this morning or an earlier point?




Regards FireEngine




FireEngine

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  #930727 11-Nov-2013 14:44
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mattwnz: Is there going to be an incident report provided, as there is no explanation for what caused the outage, just that it has been resolved.


Sure, just email in and request one. It isn't going to be posted here though, it will be available via normal channels (via Account Manager or via email from the support desk). Normally they take up to several days to produce as they include root cause analysis.




Regards FireEngine


MurrayM
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  #930730 11-Nov-2013 14:48
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FireEngine:
mattwnz: Is there going to be an incident report provided, as there is no explanation for what caused the outage, just that it has been resolved.


Sure, just email in and request one. It isn't going to be posted here though, it will be available via normal channels (via Account Manager or via email from the support desk). Normally they take up to several days to produce as they include root cause analysis.


Should we request the report now or wait a week for it to be created?  I'm just a bit worried that if I request it now before it's ready then my request might get lost somewhere, or will you be maintaining a list of people that want it?

FireEngine

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  #930746 11-Nov-2013 15:01
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MurrayM:
FireEngine:
mattwnz: Is there going to be an incident report provided, as there is no explanation for what caused the outage, just that it has been resolved.


Sure, just email in and request one. It isn't going to be posted here though, it will be available via normal channels (via Account Manager or via email from the support desk). Normally they take up to several days to produce as they include root cause analysis.


Should we request the report now or wait a week for it to be created?  I'm just a bit worried that if I request it now before it's ready then my request might get lost somewhere, or will you be maintaining a list of people that want it?


Request it by email now, our problem management system won't lose anything and you will be sent a reference number by return. We'll email it out to you when available.




Regards FireEngine


adw

adw
175 posts

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  #930760 11-Nov-2013 15:12
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FireEngine:
adw:
FireEngine:
adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.


It went off again at 11.54 and didn't come back up until after 12.34 (and unfortunately we post here as responses from 'the team' are slow or non existent - but that seems to come from the top down).

The stats still aren't working - do we have a resolution time for them please (and is anyone going to run a thorough check to see what else is out?).

Thanks


That team has had a backlog but that is now cleared so I would expect normal response times to be adhered to. What time did you call/email?

What does "went off" mean, error code? won't load/blank screen?

Stats still aren't working from this morning or an earlier point?


Please define what you consider a 'normal response time'?

HMC wasn't loading.

Stats haven't been working since Sunday.

FireEngine

1217 posts

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  #930763 11-Nov-2013 15:18
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adw:
FireEngine:
adw:
FireEngine:
adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.


It went off again at 11.54 and didn't come back up until after 12.34 (and unfortunately we post here as responses from 'the team' are slow or non existent - but that seems to come from the top down).

The stats still aren't working - do we have a resolution time for them please (and is anyone going to run a thorough check to see what else is out?).

Thanks


That team has had a backlog but that is now cleared so I would expect normal response times to be adhered to. What time did you call/email?

What does "went off" mean, error code? won't load/blank screen?

Stats still aren't working from this morning or an earlier point?


Please define what you consider a 'normal response time'?

HMC wasn't loading.

Stats haven't been working since Sunday.


Phone - pretty immediate, that team is currently getting >80% of calls answered in 30secs
email faults - within 6hrs
email admin - 3 business days

These are specified in the response you get when logging a support ticket.

I'll have the team look at stats, as that was from an earlier time point and unreported it may be unrelated.
 




Regards FireEngine


adw

adw
175 posts

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  #930805 11-Nov-2013 16:01
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FireEngine:
adw:
FireEngine:
adw:
FireEngine:
adw:
FireEngine: Hi All, we currently have an unscheduled outage affecting all iServe hosted websites. The team are working on it as fast as they can. I'll update when we have an ETR.

The outage started approx 08:55 this morning.

Service Restored approx 10:10



Unfortunately the HMC is still out - do we have a resolution time for this please?


HMC hasn't been down after 10:10 as far as we are aware (and the tech just showed me it was up). There was a slowdown while some resync activity took place but nothing more. Please recheck and call the team if you still have an issue as it may be totally unrelated to the outage.


It went off again at 11.54 and didn't come back up until after 12.34 (and unfortunately we post here as responses from 'the team' are slow or non existent - but that seems to come from the top down).

The stats still aren't working - do we have a resolution time for them please (and is anyone going to run a thorough check to see what else is out?).

Thanks


That team has had a backlog but that is now cleared so I would expect normal response times to be adhered to. What time did you call/email?

What does "went off" mean, error code? won't load/blank screen?

Stats still aren't working from this morning or an earlier point?


Please define what you consider a 'normal response time'?

HMC wasn't loading.

Stats haven't been working since Sunday.


Phone - pretty immediate, that team is currently getting >80% of calls answered in 30secs
email faults - within 6hrs
email admin - 3 business days

These are specified in the response you get when logging a support ticket.

I'll have the team look at stats, as that was from an earlier time point and unreported it may be unrelated.
 


Thanks, I appreciate that they're in the response when we get a support ticket - they just never seem to be met.  Will look forward to this time being the exception to the rule.

Cheers.

FireEngine

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  #930837 11-Nov-2013 16:21
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As I said, they have had a backlog that is now cleared.




Regards FireEngine


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