Delivery Issues - Trend Micro ERS-RBL (Resolved)
  • Priority - Medium
  • Affecting System - ASU AntiSPam

  • An issue has been identified with outbound IP 167.114.227.55 - Trend Micro are currently blocking this IP.

    Scope of Issue:  Limited to service providers who use the Trend Micro lists

    Action Taken:  A delisting request has been made, the IP appears to have been listed incorrectly.

    Next Update: On confirmation of Delisting Request

  • Date - 18/04/2017 22:26 - 18/04/2017 23:03
  • Last Updated - 18/04/2017 23:03
Power Outage (Resolved)
  • Priority - Critical
  • Affecting System - Hosting / Hosted Marketing Platform / Hosted Support Platform

  • 09:30 BST

    Dear Client,

    You may have been aware of a service outage which took place this morning, at around 0400 BST.  This was caused by a complete power failure in our primary datacentre in Romford – North London.  Investigations are in an early stage, however it appears that lightning strikes were responsible for a mains power failure to large parts of the area, including the supply to the datacentre. 

    All services were restored at 0855, and services are working as normal. The following services were affected:

    The majority of our hosting accounts
    Our hosted marketing platform
    Our hosted support system

    The following services were unaffected:

    Hosted Exchange
    Email security filtering

    The datacentre has backup equipment in place to cover such events, which comprise an UPS (uninterruptable power supply) & diesel generators– basically a battery bank which maintains power until the emergency generators take over. There is an onsite diesel reserve to power the generators for 72 hours.  However, for reasons as yet unknown, the generators failed to start, resulting in a total power loss once the batteries were depleted.

    We are working with our upstream suppliers to establish the cause of the failure of the backup power supply, and the steps taken to ensure such a failure will not happen in the future.  I will keep you updated with these development.

    Our customers are our main focus, and I thank you for your patience during this period.  Rest assured, that we will do everything in our power (pardon the pun) to ensure that such a failure does not happen again, and where necessary will move services to alternative suppliers.

    A service credit will be applied to your account, to an amount in exceedance of our SLA credit agreement, as a gesture of goodwill.

    Should you have any questions, please don’t hesitate to contact me.

    Note – If you received this email, some of your services were affected and a service credit will be applied to your account

    08:55 BST

    All of our services are now back online

    08:00 BST -

    Mains power has been restored.  Systems will take a while to come online

    07:15 BST - 

    Power outage has been confirmed in the Romford Datacenter - Total power failure

    05:05 BST 

    Upstream supplier has confirmed network issues in our primary datacenter

    04:00 BST 

    Our automated monitoring system is reporting network issues.  Further updates shortly.

  • Date - 04/07/2015 05:05 - 04/07/2015 08:55
  • Last Updated - 04/07/2015 09:49
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