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| Date: | 07/08/2008 |
| Time: | 12:56 PM |
| Duration: | 50 Minutes |
| Effected Customers: | 1/3 of the Aggregated ADSL customers |
| Reason of Outage: | One of the Aggregated ADSL servers has a database/configuration failure. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 05/20/2008 |
| Time: | 10:57 AM |
| Duration: | 6 Minutes |
| Effected Customers: | SmarttNet Datacenter |
| Reason of Outage: | Human Error. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 05/10/2008 |
| Time: | 10:00 PM |
| Duration: | 15-30 Minutes |
| Effected Customers: | Unix web hosting customers on the server Carbon, mostly former Dowco and Jurock/Featureweb customers |
| Reason of Outage: | Replace a faulty hard drive backplane, adjust BIOS settings, confirm firmware updates. |
|
| Date: | 05/10/2008 |
| Time: | 07:16 AM |
| Duration: | 20 Minutes |
| Effected Customers: | Unix web hosting customers on the server Carbon, mostly former Dowco and Jurock/Featureweb customers |
| Reason of Outage: | Firmware upgrades. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 05/10/2008-05/11/2008 |
| Time: | Between midnight until 6 am |
| Duration: | 6 HOURS |
| Effected Customers: | All Customers |
| Reason of Outage: | Relocating fibre optic cable due to construction project. Cable must be moved or it will be cut. MTS Allstream must perform forced fibre relocations on our Starcom cable between Vancouver and Seattle. |
|
| Date: | 05/07/2008 |
| Time: | 12:09 pm |
| Duration: | 2 hours |
| Effected Customers: | ADSL customers in the Penticton and Kelowna area connected to the Kelowna Central Office. |
| Reason of Outage: | Telus core ATM went down as a result of hardware failure. |
|
| Date: | 05/01/2008 |
| Time: | 7 am |
| Duration: | 2 hours |
| Effected Customers: | Jurock/featureweb email users |
| Reason of Outage: | Hardware replacement of the mail server Lisa. The server hardware has been replaced. A new backup is currently being generated. No more downtime is expected from this server. |
|
| Date: | 04/29/2008 |
| Time: | 1 am |
| Duration: | 6 hours |
| Effected Customers: | Jurock/featureweb email users |
| Reason of Outage: | Lisa is continuing to have intermittent problems while we prepare to migrate data to a new server. |
|
| Date: | 04/28/2008 |
| Time: | 5 am |
| Duration: | 5.5 hours |
| Effected Customers: | Jurock/featureweb email users |
| Reason of Outage: | The mail server Lisa had a partial hard drive failure causing a major disruption of email services. Server is now running off backup drive. Mail service will be slow while the server catches up on the missed email. There may be an additional planned outage in the evening or night in the near future to add a new backup drive. Migration of accounts from this server to our new mail server will start soon to prevent further problems. |
|
| Date: | 04/27/2008 |
| Time: | 3:15 AM |
| Duration: | 7 Hours |
| Effected Customers: | Jurock/featureweb email users |
| Reason of Outage: | Further issues cause by failing drive. Server was brought back into a working state. |
|
| Date: | 04/25/2008 |
| Time: | 10:00 PM |
| Duration: | 3 Hours |
| Effected Customers: | Jurock/featureweb email users |
| Reason of Outage: | Planned emergency maintenance to attempt to repair failing hard drive. Replacement was unsuccessful due to unexpected technical problems and server was restored to previous state. |
|
| Date: | 04/22/2008 |
| Time: | 12:30 PM - 3:10 PM |
| Duration: | 1.5-2.5 Hours |
| Effected Customers: | All ADSL customers. The non-ADSL+ network came back around 2:20pm. The ADSL+ network came back up around 3:10pm. |
| Reason of Outage: | General outage on Telus ADSL backend. Telus still hasn't given a specific reason for the outage. |
|
| Date: | 04/05/2008 |
| Time: | 11:00 PM - 5:00 AM |
| Duration: | 6 Hours |
| Effected Customers: | Customers' Managed Services that traverse or terminate on the indicated in New Westminster, BC |
| Reason of Outage: | NETWORK UPGRADES - Upgrade of NWMR73 |
|
| Date: | 04/02/2008 |
| Time: | 6:00 PM |
| Duration: | 10-30 Minutes |
| Effected Customers: | Burnaby Dialup, Wireless Customers |
| Reason of Outage: | Final stage of datacenter move. |
|
| Date: | 03/09/2008 |
| Time: | 2:00 AM |
| Duration: | 10 Minutes |
| Effected Customers: | ADSL, SDSL, and Extended LAN |
| Reason of Outage: | Reason for Outage:Cisco IOS bug. Some MAC addresses were not resolved properly |
|
| Date: | 03/02/2008 |
| Time: | 1:00 AM |
| Duration: | 4 Hours |
| Effected Customers: | All Customers |
| Reason of Outage: | Reason for Outage:As part of our infrastructure upgrade, we will be physically moving essential devices. The outages experienced by customers will be intermittent. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 02/16/2008-02/17/2008 |
| Time: | 2:00 AM |
| Duration: | 4 Hours |
| Effected Customers: | All Customers |
| Reason of Outage: | Each night 1 upstream provider will connect fiber to our new data center. This transition will result in intermittent outage to various services. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 02/07/200-02/08/2008 |
| Time: | 5:30 PM |
| Duration: | 5 Minutes |
| Effected Customers: | Some DSSL, Fiber Customers |
| Reason of Outage: | One of our upstream providers will be making some fiber based software. This will allow us to apply some of the recent infrastructure upgrades we have implemented. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience. |
|
| Date: | 01/06/2008 |
| Time: | 10:05 AM |
| Duration: | 0.5 Hour |
| Effected Customers: | SmarttNet Web Mail |
| Reason of Outage: | One of our mail servers experienced an unexpected shutdown during standard daily maintenance. The service was restored within 35 minutes. The service outage did not affect all customers. We apologize for any inconvenience this may have caused. |
|
| Date: | 12/08/2007 |
| Time: | Midnight to 01:00 AM |
| Duration: | 1 Hour |
| Effected Customers: | SmarttNet Customers |
| Reason of Outage: | Hydro, power upgrade. This activity will affect all the services provided by Smarttnet that includes all the connectivity and hosting services. CUSTOMERS WILL BE WITHOUT INTERNET SERVICE FOR 60 MINUTES WHILE WE UPGRADE POWER SUPPLY TO OUR NEW DATA CENTRE. Customers requiring further details description could contact our office Monday to Friday 8 AM to 6 PM by phone or email us at support@smartt.com We appreciate your patient while we are upgrading our systems to serve you better in future and again we apologize for any inconvenience this may cause. |
|
| Date: | 11/07/2007 |
| Time: | 11:55 AM |
| Duration: | 0.5 Hour |
| Effected Customers: | SmarttNet Customers |
| Reason of Outage: | At approximately 11:55 AM a Telus switch experienced a failure which spread to one of our switches. The problem was resolved within 30 minutes by SmarttNet and Telus staff with service being restored by approximately 12:25 PM. Customers may have experienced DNS related issues such as an inability to browse. We apologize for any inconvenience this may have caused. |
|
| Date: | 10/10/2007 |
| Time: | 9:35 PM |
| Duration: | |
| Effected Customers: | SmarttNet Customers |
| Reason of Outage: | There was a system wide network outage which affected our customers and originated from one of our core routers. The problem was rectified at approximately 9:35 PM. We apologize for the inconvenience. |
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