SmartyHost Status Updates

Windows hosted websites

Support Team — Tue, 13 Jul 2010 04:03:37 +0000

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.

Some sites loading slowly

Support Team — Mon, 12 Jul 2010 03:40:47 +0000

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.

Uplink upgrade

Support Team — Mon, 05 Jul 2010 00:57:21 +0000

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.

Uplink provider issues

Support Team — Tue, 29 Jun 2010 04:13:22 +0000

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.

Smartyhost web site

Support Team — Wed, 23 Jun 2010 01:10:18 +0000

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.

Scheduled Decommissioning Of Obsolete Infrastructure

Support Team — Wed, 16 Jun 2010 07:48:14 +0000

Impact: Obsolete Web Hosting Servers
Services: HTTP, HTTPS, POP, IMAP, FTP
Date: Thursday, 17 June 2010
Time: 11:00 AEST
Status: Completed

Summary: We have decommissioned a number of obsolete servers at 11:00 am on 17 June, 2010.

Customers affected have been communicated to previously and no current services are affected.

Technical support unavailable during Queen’s Birthday holiday

Support Team — Sun, 13 Jun 2010 22:26:10 +0000

Technical support via Phone and Email will not be available during the Queen’s Birthday holiday (Monday 14 June, 2010). We apologise for any inconveniences caused.

Toolkit and Session Loss

Support Team — Fri, 11 Jun 2010 05:49:00 +0000

Impact: SmartyHost Toolkit and some session management servers
Services: HTTP Sessions
Date: Friday 11 June 2010
Duration: 15:30 – 16:40
Status: Resolved.

Summary:
Due to some internal session management issues the SmartyHost Toolkit along with some client sites may be losing session information. This issue is currently being investigated.

Update 16:40:
This issue has now been resolved.

Email Updates

Support Team — Thu, 10 Jun 2010 06:54:01 +0000

Impact: Logging in to email.
Services: Email
Date: Thursday 10th June
Duration: Ongoing
Status: Outstanding

Summary:
If you are having problems logging into your email the first thing to check is your email account’s username.

You may need to change your mXXXX username to your email address. Here is a link to the Platinum help page.

Network Infrastructure Scheduled Maintenance

Support Team — Tue, 08 Jun 2010 05:06:27 +0000

Impact: Network Load Balancing Servers
Services: HTTP, HTTPS, POP, IMAP
Date: Tuesday, 8 June 2010
Duration: 22:00 – 22:30 AEST
Status: Completed

Summary: Updates required by some of our primary network equipment may cause a small period of downtime as traffic transitions to use our secondary servers.

This outage is anticipated to last no longer than 30 seconds, however a 5 minute window has been allocated during this window for additional maintenance.