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Current Outage |
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Planned Outage |
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Past Outage |
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Potential Outage |
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New Software or Information Release |
| Date: |
05/24/2013 |
| Time: | 10:00AM - 02:00PM PT |
| Duration: | 4 Hours |
| Affected Customers: | No customer should be affected by the yearly UPS maintenance. |
| Reason of Outage: |
Yearly UPS maintenance occurs from 08:00AM to 03:00PM PT on May 14, 2013. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
05/07/2013 |
| Time: | 07:45 - 12:45 PM PT |
| Duration: | 5 Hours |
| Affected Customers: | PPPoE/Arista customers |
| Reason of Outage: |
The power outage during a BC Hydro power meter upgrade this morning caused Smartt PPPoE backbone fiber to be offline. Smartt is still working together with Telus to resolve the issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
05/07/2013 |
| Time: | 07:45 - 07:46 AM PT |
| Duration: | 1 Minute |
| Affected Customers: | Datacenter customers |
| Reason of Outage: |
The Smartt Backup Generator failure caused a short power outage during a BC Hydro power meter upgrade this morning. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/08/2013 |
| Time: | 09:30 - 14:30 PM PT |
| Duration: | 5 Hours |
| Affected Customers: | Extended LAN Fiber customers at 625 Howe St, Vancouver |
| Reason of Outage: |
Bell fiber at 625 Howe St, Vancouver was down due to some bad fiber pairs. Bell had resolved the problem as soon as possible. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/31/2013 |
| Time: | 10:00 - 10:05PM PT |
| Duration: | 5 Minutes |
| Affected Customers: | Mail Services (both incoming and outgoing) and Smartt Ticketing System |
| Reason of Outage: |
Hardware upgrade. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/20/2013 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: |
Generator Maintenance Test. The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/14/2013 by Telus |
| Time: | 05:10PM PT |
| Estimated Outage per Circuit: | 3 Hours |
| Affected Customers: | All PPPoE/Arista Connections |
| Reason of Outage: |
TELUS has been aware of the issue and working to resolve the problem as soon as possible. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.
Thank you from TELUS.
|
| Date: |
02/27/2013 by Telus |
| Time: | Between 00:10 AM - 04:00 AM - Mountain |
| Estimated Outage per Circuit: | NO IMPACT |
| Affected Customers: | Multiple sites, Canada |
| Reason of Outage: |
TELUS would like to advise you that we will be making some changes to our service management tool sets. There is very little risk that these changes could impact any customer services but TELUS is committed to being transparent and informing customers when we are making network changes that pose even a small risk to your services.
These changes impact the applications that are managing the automated deployment of services within the TELUS network. They help TELUS to become more efficient and reduce risks of human error in delivering service to our customers. This change should be transparent to all customers and services and no action is required on your part.
Thank you from TELUS.
|
| Date: |
02/20/2013 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: |
Generator Maintenance Test. The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/10/2013 by Telus |
| Time: | Between 1:00 AM - 6:00 AM |
|
Estimated Outage per Circuit:
|
20 Minutes |
| Affected Customers: | Vancouver, British Columbia ADSL customers |
| Reason of Outage: |
TELUS will be performing maintenance on network elements in the area(s) shown above. This activity is to update operating system software on targeted network elements as part of a network modernization project. Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time. We apologize for any inconvenience this may cause however this is a necessary step in the evolution of the TELUS Network. |
| Date: |
01/17/2013 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: |
Generator Maintenance Test. The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
12/07/2012 |
| Time: | 06:48PM- 08:18AM PT |
| Duration: | 13 Hours and 30 Minutes |
| Affected Customers: | Incoming emails |
| Reason of Outage: |
Smartt spam filter was experiencing some technical issues. All incoming emails sent from external networks were queued up. The problem has been resolved. Emails from the queue are now getting delivered slowly. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
12/05/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
11/27/2012 |
| Time: | Between 1:00 AM - 5:00 AM |
|
Estimated Outage per Circuit:
|
10 Minutes |
| Affected Customers: | Vancouver, British Columbia ADSL customers |
| Reason of Outage: | This particular activity requires TELUS to update the configuration of key elements in it's network to allow for greater capacity/reliability for clients and is also a prerequisite for ongoing infrastructure enhancements. Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time. We apologize for any inconvenience this may cause. |
| Date: |
11/15/2012 |
|
| Time: | Between 7:00 AM - 8:00 AM | |
|
1 Hour | |
| Affected Customers: | All Customers | |
| Reason of Outage: | One of our backbone providers via HE (Hurricane Electrics) was having a problem around 7 AM. All traffic was re-reouted to the Telus backbone at 8AM. As a result, our clients were experiencing intermittent connection issues from 7 AM - 8 AM. |
| Date: |
11/14/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
11/01/2012 - 11/02/2012 |
| Time: | Between 11:00 PM - 6:00 AM |
| Estimated Outage per Circuit: | 10 Minutes |
| Affected Customers: | Delta, British Columbia ADSL customers |
| Reason of Outage: | TELUS will be performing maintenance on network elements in the Delta, BC. This activity is to update operating system software on targeted network elements as part of a network modernization project. We apologize for any inconvenience this may cause. |
| Date: |
10/18/2012 - 10/19/2012 |
| Time: | Between 11:00 PM - 6:00 AM |
| Duration: | 10 Minutes |
| Affected Customers: | Delta, British Columbia ADSL customers |
| Reason of Outage: | TELUS will be performing maintenance on network elements in the Delta, BC. This activity is to update operating system software on targeted network elements as part of a network modernization project. We apologize for any inconvenience this may cause. |
| Date: |
10/2/2012 - 10/3/2012 |
| Time: | Between 11:30 PM - 6:00 AM |
| Duration: | 10 Minutes |
| Affected Customers: | Delta, British Columbia ADSL customers |
| Reason of Outage: | TELUS will be performing maintenance on network elements in the Delta, BC. This activity is to update operating system software on targeted network elements as part of a network modernization project. We apologize for any inconvenience this may cause. |
| Date: |
10/1/2012 |
| Time: | Between 3:00 - 5:00 PM |
| Duration: | 10 Minutes |
| Affected Customers: | Colocation customers, staff in suite 113 & 114 |
| Reason of Outage: | BC Hydro is changing the meter for both suite 113. We will be losing our power and switch to generator power during the switch over. |
| Date: |
09/17/2012 |
| Time: | 8:00 AM - 4:30 PM |
| Duration: | 8.5 Hours |
| Affected Customers: | Abbotsford dialup customers |
| Reason of Outage: | We have identified a hardware problem with the Abbotsford dial-up network pool, which has since been resolved. We apologize for any inconvenience this may have caused. |
| Date: |
09/13/2012-09/14/2012 |
| Time: | 11:00 PM - 3:00 AM PT |
| Duration: | 4 hours |
| Affected Customers: | Colocation customers |
| Reason of Outage: | We have scheduled maintenance on our HVAC system. There are no expected outages to occur during this time frame. |
| Date: |
08/18/2012 |
| Time: | 10:00 AM - 5:00 PM PT |
| Duration: | 7 hours |
| Affected Customers: | Dial-up customers in the Chilliwack area. |
| Reason of Outage: | We have identified a problem with the Chilliwack dial-up network pool, Dial-up PRI line was down. Chilliwack Dialup PRI line service has resumed. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/16/2012 |
| Time: | 03:30 - 03:50 PM PT |
| Duration: | 20 Minutes |
| Affected Customers: | Any Colocation with non standard UPS service. |
| Reason of Outage: | This was an unexpected outtage, we are looking at a solution for the root cause. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/15/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/14/2012 |
| Time: | 13:05 PM - 13:45 PM PT |
| Duration: | 40 Minutes |
| Affected Customers: | Smartt DNS ktk1.smartt.com |
| Reason of Outage: | ktk1.smartt.com DNS server was down due to a human error. We will try our best to eliminate this issue in the future. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/08/2012 |
| Time: | 12:00 PM - 14:30 PM PT |
| Duration: | 2 Hours and 30 Minutes |
| Affected Customers: | Smartt webmail and SMTP with port 587 |
| Reason of Outage: | Due to a SSL certificate issue, Smartt email users may be experiencing SSL certificate issue error while using Smartt webmail and SMTP outgoing mail server with port 587. Smartt Client Support technicians are aware of the issue and are working to resolve it. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
07/18/2012 |
| Time: | 12:00 - 12:45 PM PT |
| Duration: | 45 Minutes |
| Affected Customers: | Smartt outgoing mails |
| Reason of Outage: | Due to a misconfiguration in the firewall, your SMTP server's outbound traffic was cut off for about 45 minutes. As a result, outbound emails around noon experienced a delay and were pending delivery. All delayed emails have been delivered to their intended destinations. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/28/2012 |
| Time: | 10:00 - 10:05 PM PT |
| Duration: | 05 Minutes |
| Affected Customers: | All websites hosted on Patrick server |
| Reason of Outage: | Patrick server will be restarted to apply recent software updates as part of our routine server software maintenance. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/22/2012 by Telus |
| Time: | 02:00 - 06:00 AM PT |
| Estimated Outage per Circuit: | 20 Minutes |
| Affected Customers: | Multiple connection types like ADSL, PPPoE, etc. |
| Reason of Outage: |
TELUS will be performing maintenance on network elements in the area(s) shown above.
This particular activity requires TELUS to update the configuration of key elements in it's network to allow for greater capacity/reliability for clients and is also a prerequisite for ongoing infrastructure enhancements.
Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time.
This activity is to further enhance the TELUS experience. We apologize for any inconveniences that this may cause however it is a necessary step towards TELUS' network infrastructure evolution.
|
| Date: |
06/21/2012 by Telus |
| Time: | 02:00 - 06:00 AM PT |
| Estimated Outage per Circuit: | 20 Minutes |
| Affected Customers: | All ADSL customers |
| Reason of Outage: |
TELUS will be performing maintenance on network elements in the area(s) shown above.
This particular activity requires TELUS to update the configuration of key elements in it's network to allow for greater capacity/reliability for clients and is also a prerequisite for ongoing infrastructure enhancements.
Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time.
This activity is to further enhance the TELUS experience. We apologize for any inconveniences that this may cause however it is a necessary step towards TELUS' network infrastructure evolution.
|
| Date: |
06/20/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/17/2012 |
| Time: | 10:00 - 10:30 PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | All email services |
| Reason of Outage: | Performing Firmware upgrade on anti-spam email filter application server and rebooting email database server to increase CPU counts. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/11/2012 |
| Time: | 09:39 - 10:14 AM PT |
| Duration: | 35 Minutes |
| Affected Customers: | Smartt email and some web hosting customers. |
| Reason of Outage: |
One of the virtualization hardware nodes in Smartt's virtualization cluster experienced an excessive CPU spike and caused some servers to appear offline. The issue has been alleviated. Additional hardware node has been ordered for the cluster to prevent future occurrance. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/08/2012 by Bell |
| Time: | 06:15 - 06:45 AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | All cable customers and specific fiber customers |
| Reason of Outage: |
Bell is upgrading one of Fiber Backbones.
Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time. We apologize for any inconvenience this may cause; however, this is a necessary step in the evolution of the Bell Network. |
| Date: |
05/22/2012 by Telus |
| Time: | 01:01 - 05:00 AM PT |
| Estimated Outage per Circuit: | 30 Minutes |
| Affected Customers: | Smartt PPPoE/Arista connections |
| Reason of Outage: |
This activity is to upgrade set of devices in support of Multicast Offload to Converged Edge project.
Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time. We apologize for any inconvenience this may cause; however, this is a necessary step in the evolution of the TELUS Network. |
| Date: |
05/18/2012 by Telus |
| Time: | 01:01 - 05:00 AM PT |
| Duration: | 5 Hours |
| Affected Customers: | Multiple Locations, British Columbia |
| Reason of Outage: |
TELUS will be performing maintenance on network elements in the area(s) shown above.
This activity is to update operating system software on targeted network elements as part of a network modernization project.
Please note that clients without a redundant connection will experience a loss of service for the duration shown above. Those clients with a redundant connection will see reconvergence hits rather than outage time.
We apologize for any inconvenience this may cause; however, this is a necessary step in the evolution of the TELUS Network.
|
| Date: |
05/16/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
05/02/2012 |
| Time: | 10:20 - 11:05 AM PT |
| Duration: | 45 Minutes |
| Affected Customers: | Any customers who tried to access servers on the offline node. |
| Reason of Outage: | One of Smartt network hardware nodes lost connection to the network and caused all servers on this node to be offline. The issue has been fixed, and all servers are back online at the moment. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/26/2012 |
| Time: | 10:00 - 11:30 AM PT |
| Duration: | 1 Hour and 30 Minutes |
| Affected Customers: | Cable connections |
| Reason of Outage: | Cable customers in the Greater Vancouver area may experience connection issues due to Shaw network outage. Shaw support team has been informed, and the issue got resolved after 90 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/18/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/25/2012 |
| Time: | 10:00 - 11:00PM PT |
| Duration: | 30-60 Minutes |
| Affected Customers: | All emails coming from external network (ie. the Internet). |
| Reason of Outage: |
Firmware upgrade to Barracuda Anti-Spam firewall. Only incoming
emails from the Internet will be temporary affected during the firmware upgrading event. These undelivered emails will be automatically re-send by the external servers. Retrieving and sending emails will not be affected during the upgrading event. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.
|
| Date: |
03/21/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/29/2012 |
| Time: | 12:03 AM - 09:16 AM PT |
| Duration: | 9 Hours and 13 Minutes |
| Affected Customers: | Smartt web hosting customers on one specific server |
| Reason of Outage: |
There was a software corruption due to a PHP script issue on one web server. The issue was resolved, and PHP script was modified to prevent this type of issue again in the future. We apologize for the inconvenience. If you have any questions or concerns, please feel free to contact us.
|
| Date: |
02/28/2012 |
| Time: | 12:23 PM - 17:23PM PT |
| Duration: | 5 Hours |
| Affected Customers: | Smartt email customers |
| Reason of Outage: |
Smartt's mail server intermittently stopped delivering emails and bounced emails back to sender due to an unexpected issue during a routine server software maintenance. As a result, we had to revert to a backup copy of the server (dated Feb 27th 7:00pm). Please note that emails sent between 12:30 pm to 5:30 pm PST (Tuesday/Feb 28) may have been lost, and your recipients will not be able to receive them. Please:
1. Re-send anything that you sent during this time
2. Re-send bounce-backs as well since they wouldn't be re-sent automatically
3. If you were expecting any incoming e-mails and did not receive them, please get in touch with the senders.
We apologize for the inconvenience. If you have any questions or concerns, please feel free to contact us. |
| Date: |
02/22/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/14/2012 |
| Time: | 12:43 AM - 09:13 AM PT |
| Duration: | 8 Hours and 30 Minutes |
| Affected Customers: | Smartt email customers |
| Reason of Outage: | There were intermittent problems with incoming email due to an unexpected issue which is now resolved. Please note that no email was lost during this time period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/14/2012 |
| Time: | 12:23 AM - 12:43 AM PT |
| Duration: | 20 Minutes |
| Affected Customers: | Smartt email customers |
| Reason of Outage: | The server went down due to an unexpected issue which is now resolved. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/08/2012 |
| Time: | 06:00 AM - 07:30 AM PT |
| Duration: | 1 Hour and 30 Minutes |
| Affected Customers: | Web hosting customers on Patrick server |
| Reason of Outage: | Apache service on Patrick server stopped working due to some unknown reasons. The service was manually started; however, we are still investigating the cause of this issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/30/2012 |
| Time: | 11:00 PM PT 00:00 AM PT |
| Duration: | 1 Hour |
| Affected Customers: | All email related services (both incoming and outgoing email services) |
| Reason of Outage: | Regular system software upgrade. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/30/2012 |
| Time: | 11:00 PM PT 00:00 AM PT |
| Duration: | 1 Hour |
| Affected Customers: | All email related services (both incoming and outgoing email services) |
| Reason of Outage: | Regular system software upgrade. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/26/2012 by Telus |
| Time: | 03:44 PM PT - 01-27-2012 00:02 AM PT |
| Duration: | 8 Hours & 18 Minutes |
| Affected Customers: | Chilliwack ADSL & Dialup customers |
| Reason of Outage: | Telus is currently experiencing a network outage in Chilliwack which affects many Smartt ADSL and Dialup customers in the area. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/18/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/09/2012 |
| Time: | 01:15 - 01:20PM PT |
| Duration: | 5 Minutes |
| Affected Customers: | A large number of hosted web sites. |
| Reason of Outage: | One of our web servers experienced an operational disruption resulting in its hosted web sites being inaccessible. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
01/09/2011 |
| Time: | 03:00 - 11:00AM PT |
| Duration: | 8 hours |
| Affected Customers: | Everyone with e-mail access. |
| Reason of Outage: | Our e-mail server was inundated with a massive influx of SPAM messages. This resulted in delays of e-mails being sent due to excess amounts of processing required by the system to handle the SPAM. Please note that no e-mail messages were lost during this period. |
| Date: |
01/04/2012 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | The total generator test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
11/16/2011 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 7:30 AM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
10/25/2011 |
| Time: | 12:00 PM PT |
| Duration: | 10-15 Minutes |
| Affected Customers: | All IPIPHOTO customers |
| Reason of Outage: | Virus removal. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
10/19/2011 |
| Time: | 07:30 - 08:00AM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 7:30 AM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: | 09/22/2011 |
| Time: | 09:00 - 09:15PM PT |
| Duration: | 15 Minutes |
| Affected Customers: | Antarctic, Aug, Plesk, IPI, Krypton web hosting servers |
| Reason of Outage: | Regular server updates. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
09/14/2011 |
| Time: | 06:00 - 09:30PM PT |
| Duration: | 3 Hours and 30 Minutes |
| Affected Customers: | No customer should be affected by the HVAC system issue. |
| Reason of Outage: | During a standard monthly generator test, the HVAC system encountered a surge of power which resulted in one of the compressors failing. As a result, the HVAC operated at only 50%. The failing compressor is currently being fixed. We estimate the system to be fully operational by 9:30 PM PT. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
09/14/2011 |
| Time: | 05:30 - 06:00PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 5:30 PM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
09/14/2011 |
| Time: | 01:00 - 03:00AM PT |
| Duration: | 2 Hours |
| Affected Customers: | Fortinet Fail-over customers |
| Reason of Outage: | Critical hardware diagnostics and upgrades. The downtime is initially estimated to be from 1 to 2 hours. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
09/08/2011 |
| Time: | Around 03:00AM PT |
| Duration: | 6 Hours |
| Affected Customers: | Smartt traffic goes through Seattle route |
| Reason of Outage: | Smartt Seattle router was having some network card issues. Therefore, customer experienced different traffic problems. The issue has been resolved. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/11/2011 by Telus and Shaw |
| Time: | Around 07:00AM PT |
| Duration: | NO ETA |
| Affected Customers: | Some cable and pppoe connections |
| Reason of Outage: | Both Telus and Shaw are experiencing different network outage issues. There is no ETA at the moment. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/10/2011 |
| Time: | 09:00PM PT |
| Duration: | 10 Minutes |
| Affected Customers: | Plesk, Aug and Antarctic web hosting server |
| Reason of Outage: | Routine maintenance for windows web servers. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
08/03/2011 - 08/04/2011 |
| Time: | 06:00PM 08/03 - 08:00AM 08/04 PT |
| Duration: | 14 Hours |
| Affected Customers: | Websites hosted on Smartt Chucky server |
| Reason of Outage: | All websites hosted on Chucky server were down due to a human error. We will try our best to eliminate this issue in the future. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
07/20/2011 |
| Time: | 05:30 - 06:00PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 5:30 PM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
07/12/2011 |
| Time: | 9:00PM PT |
| Duration: | 10 minutes |
| Affected Customers: | Web hosting customers. |
| Reason of Outage: | We are performing maintenenace on three web servers. As a result, some web hosting customers may experience website downtime. The downtime should not last more than 10 minutes. |
| Date: |
07/12/2011 |
| Time: | 11:10AM - 1:30PM PT |
| Duration: | 2 hours; 20 minutes |
| Affected Customers: | All Smartt customers. |
| Reason of Outage: | We've resolved the mail server issue. Email service has been restored. |
| Date: |
06/30/2011 by Telus |
| Time: | 1:00 PM PT |
| Duration: | 24 Hours & 30 Minutes |
| Affected Customers: | All Arista customers. |
| Reason of Outage: | Telus Fiber cables physically got cut. The issue is affecting our Arista services and partially Cable connections. Smartt Client Support technicians are aware of the issue and are working to resolve it. |
| Date: |
06/27/2011 |
| Time: | 3:30 - 3:45 PM PT |
| Duration: | 15 Minutes |
| Affected Customers: | All email customers. |
| Reason of Outage: | The issue with the mail server has been resolved. |
| Date: |
06/26/2011 |
| Time: | 4:00 PM - 8:00 PM PT |
| Duration: | 4 Hours |
| Affected Customers: | Webmail clients and selected websites with databases. |
| Reason of Outage: | A database server was quickly filled to capacity due to an unusual amount of received emails. The Client Support team allocated more hard disk drive space to prevent future disruptions. |
| Date: |
06/23/2011 |
| Time: | 1:45 PM - 6:15 PM PT |
| Duration: | 4.5 Hours |
| Affected Customers: | Apache Web Hosting Customers |
| Reason of Outage: | Smartt Client Support has determined that the cause of the outage was due to conflicting data libraries on the Apache Web server, which caused cache function errors. The issue has been resolved. |
| Date: |
06/22/2011 |
| Time: | 2:00PM PT |
| Duration: | n/a |
| Affected Customers: | Web Hosting Customers |
| Reason of Outage: |
We are currently resolving a security issue with one of our web hosting servers by enhancing file access permissions. As a result of this issue, some web hosting customers are experiencing service disruptions. If you experience problems with your website, or you have questions or concerns, please contact Smartt.com Support. We will post further announcements on this issue in the Network Status section of Smartt.com. |
| Date: |
06/20/2011 |
| Time: | 21:00 - 21:15PM PT |
| Duration: | 15 Minutes |
| Affected Customers: | Every customer/domain on SmarttPanel |
| Reason of Outage: | Operating System security updates. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
06/17/2011 |
| Time: | 02:00AM - 05:45AM PT |
| Affected Customers: | All customers |
| Reason of Outage: | A colocation customer server has generated an extremely high amount of UDP packets, resulting in a Denial of Service attack that has affected all Smartt customers in varying degrees. The partial outage began approximately at 2:00 a.m. and lasted until 5:45 a.m. We have taken the problem server offline to address the issue, and no further impact is anticipated. If you experience any network difficulties, please contact us immediately at (604) 473-9700, and choose option 3. We apologize for any inconvenience. We are taking steps to minimize such service impacts in the future. |
| Date: |
06/14/2011 |
| Time: | 10:00AM PT |
| Affected Customers: | All customers |
| Reason of Outage: |
E-MAIL PHISHING SCAM WARNING TO ALL SMARTT CUSTOMERS: This is a warning to all Smartt customers to be aware of an ongoing email phishing scam. The scam works by sending an email requesting that you reply with your webmail username and password to prevent your account from being shutdown. The message body is similar to the following: Attn: Smartt Webmail User Our webmail would be shutting down all unused Account due to the congestion in our mail server. To confirm your active account you are required to fill in your details below and send back to us. This information would be needed to verify your account and to avoid being closed. Smartt will never ask for your account information and password over email. If you have any questions, please contact Smartt support. |
| Date: |
06/03/2011 |
| Time: | 21:00 - 21:15PM PT |
| Duration: | 15 Minutes each |
| Affected Customers: | Every customer on AUG and ANTARCTIC |
| Reason of Outage: | Operating System security updates. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
05/18/2011 |
| Time: | 05:30 - 06:00PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 5:30 PM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
05/02/2011 |
| Time: | 2:30PM - 3:30PM PT |
| Duration: | 1 Hours |
| Affected Customers: | All client.mybacupserver.ca customers |
| Reason of Outage: | Replace the physical hard drive of client.mybackupserver.ca server. We apologize for the inconvenience and thank you for your patience. |
| Date: |
04/28/2011 |
| Time: | 11:30AM - 3:30PM PT |
| Duration: | 4 Hours |
| Affected Customers: | All customers who use incoming mail server. |
| Reason of Outage: | Due to high traffic load on the Smartt spam server, all incoming e-mails are delayed. We are working to resolve this issue as soon as possible. Thank you for your patience. |
| Date: |
04/28/2011 |
| Time: | 09:30AM - 11:00AM PT |
| Duration: | 2 Hours |
| Affected Customers: | Any customers who require support during the event time |
| Reason of Outage: |
On Thursday, April 28th we will be hosting a company wide strategy event from 9:00 AM to 11:00 AM PT. During this time, our support and administrative staff will be unavailable to provide immediate support. Physical access to our Datacenter for our co-location clients will also be briefly interrupted. We will of course monitor our network & systems to ensure continued reliable service for all our clients. As a growing company, it's important for us as a group to sometimes take pause, share ideas on how to continuously innovate, and also reflect on how we can better support you, our wonderful clients. We thank you for your patience and encourage you to contact us if you have any questions. |
| Date: |
04/27/2011 |
| Time: | 11:30AM - 12:30PM PT |
| Duration: | 1 Hour |
| Affected Customers: | All client.mybackupserver.ca customers. |
| Reason of Outage: | Replace faulty hard disk. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/23/2011 |
| Time: | 09:00 - 10:00PM PT |
| Duration: | 1 Hour |
| Affected Customers: | No customer should be affected by Smartt Mail Server upgrade |
| Reason of Outage: | Routine maintenance for mail server. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/21/2011 |
| Time: | 05:30 - 06:00PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 3rd Wednesday of the Month around 5:30 PM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/14/2011 |
| Time: | 09:00 PM PT |
| Duration: | 15 Minutes |
| Affected Customers: | all windows server web hosting customers. |
| Reason of Outage: | Routine maintenance for windows web servers. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
04/14/2011 by Shaw |
| Time: | 05:00 - 07:00AM MDT |
| Duration: | 15 - 30 Minutes |
| Affected Customers: | Cable customers |
| Reason of Outage: | This event is scheduled for two hours on the April 14, but the move of your traffic will just take 15 to a maximum of 30 minutes or even less. The event will include other circuits terminated to the existing Shaw POI router. We apologize for the inconvenience. |
| Date: |
03/28/2011 |
| Time: | 02:50AM PT |
| Duration: | 5 Minutes |
| Affected Customers: | Email customers |
| Reason of Outage: | Minor configuration change unexpectedly broke the email authentication system. . We apologize for the inconvenience. |
| Date: |
03/24/2011 |
| Time: | 07:00 PM PT |
| Duration: | 5 Minutes |
| Affected Customers: | No customer should be affected by Smartt ktk1 server migration. |
| Reason of Outage: | ktk1 server is going to be migrated to VM machine as a part of our server upgrade plan. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/09/2011 |
| Time: | 05:30 PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | No customer should be affected by the monthly generator test. |
| Reason of Outage: | Generator will be tested once a month on every 2nd Wednesday of the Month around 5:30 PM. The total test time will be 30 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
03/06/2011 |
| Time: | 08:45 AM PT |
| Duration: | 2 Seconds |
| Affected Customers: | Colocation Customers |
| Reason of Outage: | There was a quick 2 second UPS power outage due to human error. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
| Date: |
02/28/2011 |
| Time: | 5:00 PM PT |
| Duration: | 1 Hour |
| Affected Customers: | Email customers |
| Reason of Outage: |
A firmware upgrade on our spam filtering appliance will cause a partial outage of the email system for up to 60 minutes. During this outage incoming email from the internet will be delayed and access to email managment functions will be unavailable. Actual outage should be less than 1 hour, but a 1 hour window has been reserved to allow extra time. |
| Date: |
02/15/2011 |
| Time: | 12:00 PM PT |
| Duration: | 30 Minutes |
| Affected Customers: | All Windows Server Web Hosting or FTP Users |
| Reason of Outage: |
Regular Maintenance - Critical Windows updates. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
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