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14961 posts

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# 106470 24-Jul-2012 19:16
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Anyone having a problem with iserves email ? I use D2S, and can't login at all, and I haven't received any emails since about 4pm.

I phoned orcon about it, but they say that all their staff have gone home for the day, and it can't be looked at until tomorrow, which I think is poor for a business quality service. They also don't have any emergency support for outages after hours I was told.

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677 posts

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  # 661274 24-Jul-2012 20:31
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Well ...
If there is an issue with the platform as a whole then it should be escalated to the oncall engineer, of course there is one, it would be crazy if we didnt.
If its a single user issue then sure it would be raised as a support ticket for tomorrow.

We generally have engineers around until 5pm, having said that a ticket coming in at 4pm may not even get seen before 5 depending on what is happening/being worked on.

Paul




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  # 661364 24-Jul-2012 23:06
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ptinson: Well ...
If there is an issue with the platform as a whole then it should be escalated to the oncall engineer, of course there is one, it would be crazy if we didnt.
If its a single user issue then sure it would be raised as a support ticket for tomorrow.

We generally have engineers around until 5pm, having said that a ticket coming in at 4pm may not even get seen before 5 depending on what is happening/being worked on.

Paul


Hi Paul , I will PM you details, but lets just say that the person I spoke to didn't check whether it was a widespread problem or not, which I believe it was with the D2S platform

 
 
 
 


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  # 661480 25-Jul-2012 09:20
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Thanks for the details.

This def should have been an escalation.

Paul




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  # 662105 25-Jul-2012 23:18
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Unfortunately all iserve websites look to be down at the moment, but this time email is up.

I can't log into the control panel to TXT gold support to lodge an emergency support ticket, as that is down too.


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  # 662114 25-Jul-2012 23:30
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I have pm'd you the gold support phone number.
Checking to see if an engineer is already working on the issue.

Paul




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  # 662118 25-Jul-2012 23:35
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ptinson: I have pm'd you the gold support phone number.
Checking to see if an engineer is already working on the issue.

Paul


Thanks Paul :)

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  # 662120 25-Jul-2012 23:36
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OK well its a comms fail for us:(
Looks like we failed to get a planned work notice out on the network status page.
We are doing a storage migration for iServe from 23:00 to 02:00 this will impact php4/5 and HMC

Sorry it should have been up there as planned work.

Paul




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  # 664322 30-Jul-2012 23:44
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ptinson: OK well its a comms fail for us:(
Looks like we failed to get a planned work notice out on the network status page.
We are doing a storage migration for iServe from 23:00 to 02:00 this will impact php4/5 and HMC

Sorry it should have been up there as planned work.

Paul


Hi Paul

I can see it is down again, and was down a few nights ago too. But there is still no announcement on the orcon news page about these outages. I do host some of my clients websites on these servers and there has been a huge amount of downtime lately, and it doesn't reflect well when their websites are down.

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  # 664406 31-Jul-2012 10:33
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:( more fail, sorry.

We have been doing a major storage migration for iserve, all of the work should have been notified.
I was off ill yesterday so didnt get a chance to follow up again.

There is more work today to enable quota's on the new storage, there is not expected to be any outage as its not a restart but may mean quota enforcement comes in to play.
We have engineers watching things as this is done so we can be on top of any issues.

I will get a notice up if this is not already displayed (havent looked yet)

Paul




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  # 664453 31-Jul-2012 11:34
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It is up on the network status page.




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