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  • Scheduled Maintenance

    11:04 am on January 25, 2012 | 0 Permalink

    Impact: Email Services
    Services: POP/IMAP/Webmail
    Date: Saturday 28th January, 2012
    Duration: 00:00 – 04:00 AEDST
    Status: Complete

    Summary:
    Early in the morning on Saturday 28 January 2012, our Platform Team will be carrying out scheduled maintenance to upgrade our email infrastructure.

    As a result of the upgrade, all email services will be unavailable for a small window as stated above. Email will be queued and then delivered once the upgrade is complete.

    This is an important upgrade to enhance performance. In the future, this will allow us to offer additional functionality such as server side email filtering and the option of using SSL with your email client.

    Update 3:40 AEDST:
    This upgrade is now complete. Please note you may experience some initial slowness when first accessing your mailbox, please be patient and allow any additional email to download.

     

  • Unscheduled Maintenance: Sales/Support Phone Number

    10:51 am on December 22, 2011 | 0 Permalink

    Impact: Phone Line
    Services: Sales / Support Phone Number
    Date: Thursday, 22nd December 2011
    Duration: 11:00 – 12:34 AEDST
    Status: Resolved

    Summary:
    We have identified an intermittent fault with our Sales and Support phone number (1300 721 465). Some calls are being connected correctly and some are receiving an engaged signal.

    We have our Business Support team working on it now and we will update this post when we have progress. We are sorry for any inconvenience that this may cause.

    If the issue is not urgent, you can support a ticket through our customer support portal:
    http://smartyhost-support.custhelp.com/

    Helpful guides to the most common questions can also be found there.

    Update 12:34 AEDST: The phone lines are operating normally once more. We thank you for your patience.

     

  • Holiday Period Opening Hours

    8:29 am on December 16, 2011 | 0 Permalink

    Impact: Holiday Period Opening Hours
    Services: Telephone and Ticketed Support
    Date: Christmas and New Year period
    Duration: Christmas and New Years period
    Status: Scheduled

    Summary:
    Opening hours for the Christmas and New Year period.

    Fri 23rd 09:00 – 17:00 AEDST
    Sat 24th Closed
    Sun 25th Closed
    Mon 26th Closed
    Tue 27th Closed
    Wed 28th 09:00 – 17:00 AEDST
    Thu 29th 09:00 – 17:00 AEDST
    Fri 30th 09:00 – 17:00 AEDST
    Sat 31st Closed
    Sun 1st Closed
    Mon 2nd Closed
    Tue 3rd 09:00 – 17:00 AEDST
    Wed 4th 09:00 – 17:00 AEDST
    Thu 5th 09:00 – 17:00 AEDST
    Fri 6th 09:00 – 17:00 AEDST

     

  • Scheduled Maintenance

    11:42 am on November 15, 2011 | 0 Permalink

    Impact: Sales, Account Administration
    Services: Sales Process, Toolkit
    Date: Saturday 19th November, 2011
    Duration: 08:50 – 09:55 AEDST
    Status: Scheduled

    Summary:
    On Saturday morning our Technicians have scheduled maintenance. During this time the following processes will not be available:

    Purchase of hosting packages;
    Purchase of domains;
    Renewal of hosting packages;
    Renewal of domains; and
    Access to Toolkit.

    We apologise for any inconvenience.

    Please know that this maintenance will have no effect on customer web sites, email, database, etc.

     

  • Scheduled Maintenance – MySQL

    8:08 am on November 8, 2011 | 0 Permalink

    Impact: Read only for MySQL databases
    Services: mysql.smartyhost.com.au
    Date: November 12, 2011
    Duration: 0:00 – 06:00 AEDT
    Status: Complete

    Summary:
    Early in the morning on Saturday 12th November, we will be carrying out scheduled maintenance to upgrade the mysql.smartyhost.com.au server from MySQL version 5.0 to version 5.1, along with some other improvements.

    As a result of the upgrade, mysql.smartyhost.com.au will have read only access from 0:00 until 06:00 AEDT. Any updates made to databases during this period will fail.

    This version upgrade to MySQL v5.1 is required order to keep current with security and performance updates supported by MySQL. The majority of websites will not require code changes or database schema changes.

    Update 6:06: The upgrade is still in progress, we anticipate this will be complete in the next 60-90 minutes. We apologise for the inconvenience.

    Update 7:25: The upgrade process is taking longer than anticipated, we are hoping it will be complete in the next 45-60 minutes. We apologise for the inconvenience.

    Update 8:32: The upgrade process is nearing completion. We apologise for the delay and inconvenience.

    Update 9:12: The upgrade is now complete.

     

  • Initial Incident Report – network issues with several ISPs (resolved)

    12:10 pm on November 7, 2011 | 0 Permalink

    Impact: Access to websites/email
    Services: Website and Email hosting
    Date: Monday, 7th November 2011
    Duration: 1:05PM – 2:27PM AEDST
    Status: Resolved

    Summary:
    Initial reports indicate that there are currently connectivity issues from several ISPs (Telstra, OptusNet, iiNet). Our technicians are liasing with our contacts at these ISPs to determine the cause of the issue.

    Update 1:39PM:
    Telstra has confirmed widespread issues in Victoria.

    http://twitter.com/#!/Telstra/status/133372034964144128

    Update 2:27PM:
    Telstra has confirmed that issues with them have been resolved. We have tested connections from OptusNet and iiNet and those appear to be working.

     

  • Monthly Divisional Meeting

    10:11 am on October 27, 2011 | 0 Permalink

    Impact: Sales/Support
    Services: Phone enquiries
    Date: Thursday 27th October, 2011
    Duration: 16:20 – 17:30 AEDST
    Status: Complete

    Summary:
    Once a month the Websites Division of MYOB Australia E1 Pty Ltd hold an all staff meeting. This is taking place today between 16:20 – 17:30 AEDST.

    The Sales and Support teams will be contactable before 16:20 AEDST and after 17:30 AEDST.

    Thank you for your patience.

     

  • Unscheduled Maintenance - Tinisites - Resolved

    1:02 pm on October 17, 2011 | 0 Permalink

    Impact: Tinisites showing blank page
    Services: Tinisites
    Date: Monday 17th, October 2011
    Duration: Resolved
    Status: Resolved

    Summary:
    Technicians are investigating an issue that is causing some Tinisite websites to display blank pages.

    We apologise for any inconvenience.

     

  • Unscheduled Maintenance - High load on mail servers - Resolved

    8:42 am on October 12, 2011 | 0 Permalink

    Impact: High load on mail servers
    Services: Email
    Date: Wednesday, 12th October 2011
    Duration: 08:50 – 09:50 AEDST
    Status: Resolved

    Summary:
    There is currently a high load on a number of the nodes in the mail cluster. Our technicians are working to reduce this.

    Update 09:50 AEDST
    Technicians have reduced the load on the mail nodes. Clients should not have issues logging into mail now.

    We apologise for any inconvenience.

     

  • Unscheduled Maintenance - Email - Resolved

    10:36 am on September 29, 2011 | 0 Permalink

    Impact: Email
    Services: Email
    Date: Thursday 29th, September 2011
    Duration: 10:00 – 14:40 AEST
    Status: Resolved

    Summary:
    Technicians are investigating an issue affecting email. Some email accounts require repeated attempts at authentication to log in.

    Update: 10:44 AEST
    The investigation into this issue continues.

    Update: 11:09 AEST
    We have restarted the mail servers that were affected by this issue. We will continue to monitor for errors.

    Update: 11:43 AEST
    The number of errors in the maillog has significantly reduced but hasn’t been eliminated. We’ll continue to monitor this closely.

    Update: 12:48 AEST
    We are still monitoring the situation.

    Update: 14:52 AEST
    This issue is now resolved.

     

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