Service Outage Notification

Date: December 9th 2010
Time Started: 08:30am
Time Finished: 10:30am
Services Affected: Web Hosting and Email

Outage Details:

At 8:30am our engineers were alerted via our monitoring system of a potential server issue relating to one of the virtualisation hosts. Our engineers immediately began investigating the issue on the server in question.

At 9:00am the server stopped responding completely. All guest services on the server became unresponsive. The engineers working on this issue immediately put the host through a power cycle. The host server system rebooted OK and guest services were started immediately as the server came online. All service on the system were online by 9:300am.A secondary issue of e-mail routing occurred when the system was recovering. This issue caused the core mail server to be unable to deliver email to some web hosting clients. This issue was identified and resolved by 10:300am.

Our engineering team is now investigating the system logs for the affected host and coordinating with software vendors to determine and resolve the root cause of the issue . We are also investigating potential changes to our internal systems too mitigate secondary issues as experienced this morning.