Interruption to telephone support
October 30th, 2010 11:23 AET

Impact: Telephone support unavailable
Services: Telephone support
Date: Saturday, 30th October
Duration: 09:00 – 12:00 AEST
Status: Resolved.

Summary
A technical issue this morning led to an interruption of telephone support. At this time support was still available via the ticketing system in the Toolkit.

We are sorry for any inconvenience this may have caused.

Posted in Scheduled | Comment »

Brief performance issue on the Power Cluster
October 28th, 2010 07:17 AET

Impact: Performance issue for some sites
Services: Some sites hosted on the Power Cluster
Date: Thursday 28th, September
Duration: 06:10 – 06:25 AEST
Status: Resolved

Summary:
For a brief period this morning a technical issue caused some sites hosted on the Power Cluster to load slower than usual. Our Technicians identified the cause and addressed it.

We are sorry for any inconvenience this may have caused.

Posted in Unscheduled | Comment »

Payment Gateway Issue
October 26th, 2010 13:46 AET

Impact: Payment Gateway
Services: Online payments
Date: Wednesday 27th, September
Duration: 13:46 – 15:42 AEST
Status: Resolved

Summary:
We have been advised that there is an issue that is affecting our ability to process payments online. Our vendor is unable to provide an ETA on the resolution of this issue.

We will post updates as they come to hand.

Update 16:06 AEST
We have been advised that issue may be limited to just one of the big four banks. If your transactions are failing and you are confident they shouldn’t try the transaction again at a later time.

Update 16:24 AEST
All transactions are being processed correctly.

Posted in Unscheduled | Comment »

Reduced support Saturday morning
October 26th, 2010 07:24 AET

Impact: Technical Support
Services: Telephone support
Date: Saturday 6th, November
Duration: 09:00 – 15:30 AEST
Status: Resolved

Summary:
Due to infrastructure maintenance at MYOB headquarters we will be unable provide Telephone support in the morning. Technicians expect power to resume by 12:30 AEST. Ticket based support will still be available.

This maintenance will not have any effect on your hosting.

Update 15:30 AEST
Maintenance to the MYOB headquarters took longer than expected. Phones are now routing to the Technical Support office again.

We are sorry for any inconvenience this may have caused.

Posted in Scheduled | Comment »

Brief interruption to some services
October 14th, 2010 09:37 AET

Impact: Some services unavailable
Services: Websites on Standard Cluster and Toolkit
Date: October 13, 2010
Duration: 11:10 – 11:14 AEST
Status: Resolved.

Summary:

A brief issue led to the unavailability of sites on the Standard Cluster. At the same time the Toolkit was also unavailable.

Sites on the Power Cluster and our Windows servers were unaffected.

Posted in Unscheduled | Comment »

Telephone System Outage in Perth Office
October 1st, 2010 17:40 AET

Impact: Answering Phone Queue
Services: Technical Support On Phone and Online
Date: 1/10/2010
Duration: 15 Mins
Status: Resolved

Summary:
We are currently experiencing technical difficulties with our telephony systems in our Perth office. As a consequence we are not able to provide telephone or online support beyond 18.00 (6pm) this afternoon only 1/10/2010. We apologise for any inconvenience.

Update
The phones are working normally Support will be operational normal times.

Posted in Scheduled | Comment »

Scheduled Outage
October 1st, 2010 13:41 AET

Impact: Outage for Urchin service
Services: Urchin
Date: Tuesday, 5 October 2010
Duration: 22:00 – 0:00 AEDT
Status: Completed

Summary:
The storage infrastructure for the Urchin servers requires an upgrade which will involve a short 5 minute outage within a two hour window.  The Urchin process that updates statistics will be delayed by one to two hours also.

Posted in Scheduled | Comment »