Impact: Our Windows server is underperforming
Services: Web, Email
Date: Tuesday, July 13 2010
Time: 1345 AEST – Current
Status: Current
Update 1745 AEST
Windows services have been restored and the cause of the issues is currently being investigated.
Summary
Technicians are investigating issues with our Windows server. It started under performing at around 1:45 this afternoon.
Impact: A number of customer web sites
Services: Web
Date: Monday, July 12 2010
Time: 1324 AEST – 1700 AEST
Status: Resolved
Summary
Technicians are currently investigating an issue that is causing some sites to load slowly.
Update Monday July 12 2010, 1353 AEST
The cluster appears to be stable. Close monitoring will continue for a while before we class this as resolved.
Update Monday July 12 2010, 1434 AEST
The cluster is still performing at acceptable levels.
Update Monday July 12 2010, 1700 AEST
Technicians have monitored the cluster for a few hours and are satisfied that it is stable.
Impact: All inbound and outbound traffic
Services: Web, email, databases, etc.
Date: Tuesday, July 6 2010 and Sunday, July 11 2010
Time: 2130 – 2230 AEST(Tue) and 01:00 – 01:30 AEST (Sun)
Duration: 5 minutes
Status: Completed
Update: Tuesday, July 6 2010
In preparation for the Sunday upgrade we need a brief outage tonight. Between 2130 and 2230 AEST there will be a five minute outage.
Summary
We are upgrading our uplink to increase capacity to our Unified Platform. As part of this process we will be changing to a new Internet provider. This new provider will enable us to double the current throughput capacity.
This process will require a brief outage between 01:00 and 01:30 AEST. The actual outage should only be around five minutes.
Impact: Connectivity
Services: All services
Date: Tuesday, June 29 2010
Time: 13:30 AEST – 15:08 AEST
Status: Resolved
Update: 15:08 AEST – Resolved
The issue with the uplink has been resolved and data flow is returning to normal parameters.
Update: 14:53 AEST
There is no change to the status at this stage.
Summary
We have observed high packet loss on one of our routers. This has led to a degradation of service on that uplink and may lead to connectivity issues for some customers.
Technicians are working with our uplink provider to resolve this issue.
Impact: Smartyhost Web Site
Services: http://www.smartyhost.com.au
Date: Wednesday 23rd June 2010 – Thursday 24th June 2010
Duration: 10:20am – Current
Status: Current
Update 2:35am
Technicians are working on some corrupted data that we believe led to the issues on the m4-mysql1-1 node.
Update 12:09am
The database server has been stable for the last hour. We will continue to monitor it closely.
Update 10:47am
No changes at this time
Update 8:55am
Despite the node being stable all night it is currently showing intermittent issues again this morning. Technicians are working on it now. Please know that no customer sites are affected.
Update 4:36pm
Issues with the node are still affecting the performance of the SmartyHost web site. Technicians are still working on it.
Update 12:24pm
The site appears to be stable again now. We’ll continue to monitor it before marking this issue resolved.
Update 11:20am
Technicians are still working on the issue affecting the database server our site uses.
Summary:
Technicians are investigating an issue with the database server that http://www.smartyhost.com.au uses. No customer site should be affected by this.
Impact: Website/toolkit/phpMyAdmin and some MySQL databases
Services: Web
Date: Tuesday 18 May 2010
Duration: 08:00 – 10:00
Status: Resolved.
Summary
There is currently an issue affecting a number of websites. Technicians are investigating the issue. Updates will be posted as they come to hand. We apologise for the inconvenience.
Update 10:05 Tuesday 18 May 2010
This issue has now been resolved.
Impact: Important Service Notice email sent out in error
Services: Web Hosting
Date: Tuesday 17 May 2010
Duration: 4:45pm Monday 17 May – 5:45pm
Status: Resolved
Summary:
This afternoon an email was sent to a number of customers with a subject line of “Important Service Notice – Please Read Carefully”. This email was intended to go to a select few customers and unfortunately it’s been sent to a larger number. We will be sending a retraction email shortly.
Update Monday 17 May 5:55pm
A retraction email has been sent to all customers thats should not have received the earlier email.
Impact: No connectivity to all services on 218.185.xxx.xxx
Services: All
Date: Saturday, 6 March 2010
Duration: Saturday, 6 March 2010 16:30 AEDST to Sunday, 7 March 2010 02:30 AEDST
Status: Resolved
Summary:
The Optus Sunshine Datacentre is currently affected by a whole building power outage. Optus Technicians are working closely to restore services and anticipate to have power fully restored by 21:00 Mar 6 2010.
Customers who have completed their upgrade to the platinum system are not affected.
Update: 21:03 AEDST – Optus have advised full power to the building – Our link provider Uecomm is working with technicians to restore network connectivity
Update: Sunday 02:30 AEDST – Uecomm have replaced faulty network hardware caused by the power outage – Services are fully restored
Impact: Customers upgraded to Project Platinum
Services: Webmail
Date: Ongoing
Duration: Current
Status: Current
Summary:
We have had a number of support enquiries from customers who have been upgraded to Project Platinum. They have reported that no new email has been delivered to their Webmail. In most cases it can be attributed to logging into the old version of Webmail.
If you log into SquirrelMail or via an IP address and you don’t see recent email try logging into the new Webmail interface. The address is https://webmail.smartyhost.com.au/
We’re shutting down our old email system as part of our Platinum upgrades. If you haven’t yet updated your email user name, you won’t be able to send and/or receive emails. Don’t worry – no emails have been lost. We’ve prepared some instructions to update your email settings.