Network Status | Smartt | Digital, Managed IT and Cloud Provider

Network Status

This page keeps you updated on the status of the Smartt Network. It will keep you informed of any outages, updates or scheduled maintenance. If you are unable to connect to the network, check here first for the latest status updates.
 
CurrentOutage Current Outage ExpectedOutage Planned Outage PastOutage Past Outage PotentialOutage Potential Outage New Software Release New Software or Information Release
Date: 06/17/2020PotentialOutage
Time: 07:00 - 08:00 PT
Duration: 60 minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage: The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.
Posted Time: 16:06 PT June 11, 2020
Date: 06/06/2020 to 06/07/2020ExpectedOutageby Smartt
Time: 20:00 PT to 04:00 PT
Duration: Up to 30 minutes.
Affected Customers: Clients hosted in RDU (vXChnge) datacenter
Reason of Outage:

Our upstream network provider will be performing network software upgrades beginning on June 6th, 2020 at 20:00 PT until June 7th, 2020 at 04:00 PT. During this service maintenance period, we expect up to 30 minutes of total downtime.

We thank you for your understanding.

Posted Time: 15:21 on May 25th, 2020
Date: 05/22/2020PastOutageby Smartt
Time: 14:45 to 14:54 PT
Duration: Less than 10 minutes
Affected Customers: Specific colocation customers in RDU data center
Reason of Outage:

Customer equipment using Smartt's uplink in the RDU data center was offline for nine minutes between 14:45 and 14:54 PDT due to an issue with the upstream provider's border firewall. The upstream provider is investigating the issue with the firewall to determine the root cause of the outage.

Posted Time: 15:57 PT on May 22, 2020
Date: 05/20/2020ExpectedOutageby Smartt
Time: 21:00 to 21:30 PT
Duration: Less than 10 minutes
Affected Customers: Web hosting clients on plesk-w02.smartt.com.
Reason of Outage:

Smartt will be performing a brief maintenance reboot on plesk-w02.smartt.com in order to stabilize memory usage. Services on this server will be unavailable for up to 10 minutes.

Posted Time: 12:40 PT on May 22, 2020
Date: 05/20/2020PastOutage
Time: 02:06 - 06:40 PT
Duration: Up to 4 hours and 34 minutes
Affected Customers:

Microsoft Exchange hosting clients

Reason of Outage:

The Microsoft Exchange server experienced a service interruption for incoming and outgoing emails. The C: drive had reached 90% disk usage which caused Exchange to temporarily disable services to avoid potential data corruption.

Our team has resolved this issue and are applying corrective measures now.

We apologize for any inconvenience this may have caused.

Posted Time: 07:01 PT on May 20, 2020
Date: 05/14/2020 PotentialOutage
Time: 22:00 - 22:30 PT
Duration: 30 minutes
Affected Customers: No directly impacted clients
Reason of Outage:

Smartt will be performing brief maintenance on one of the ESXi host in our infrastructure. We do not anticipate any service interruption during this maintenance window.

Posted Time: 11:02 PT on May 14, 2020
Date: 04/15/2020 New Software Release
Time: 22:00 - 22:30 PT
Duration: 30 minutes
Affected Customers: No directly impacted clients
Reason of Outage:

Smartt will be performing a brief maintenance reload of one ESXi host and our vCenter Server Appliance. We do not anticipate any service interruption during this maintenance window.

Posted Time: 09:12 PT on April 15, 2020
Date: 03/18/2020PotentialOutage
Time: 07:00 - 08:00 PT
Duration: 60 minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage: The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.
Posted Time: 13:47 PT March 16, 2020
Date: 03/04/2020PotentialOutage
Time: 05:15 - 05:30 PT
Duration: 15 minutes
Affected Customers:

All PPPoE services (network wide)

Reason of Outage:

Clients using our PPPoE ADSL service should not experience any outages while Smartt's PPPoE Radius server is being upgraded to apply security patches. If your connection goes offline, please reboot the modem to bring your connection back.

We apologize for any inconvenience this may have caused.

Posted Time: 12:15 PT March 03, 2020
Date: 02/21/2020PastOutage
Time: 12:45 - 14:00 PT
Duration: 1 hour and 15 minutes
Affected Customers:

Microsoft Exchange hosting clients.

Reason of Outage:

[UPDATED at 14:05 PT - The issue has been resolved on the Exchange server now and email has resumed to normal operation. Thank you for your patience.]

We are currently experiencing a email service interruption on the Microsoft Exchange server, exch01.smartt.com. The server has suffered from memory exhaustion and will be restarted shortly.

We apologize for any inconvenience this may have caused.

Posted Time: 13:41 PT February 21, 2020
Date: 02/21/2020PotentialOutage
Time: 22:00 - 23:00 PT
Duration: 60 minutes
Affected Customers: All Smartt Clients hosted at Burnaby Data Center (Shared Hosting, VPS and Connectivity)
Reason of Outage:

[RESCHEDULED for Feb 21st]

We will be performing planned maintenance on one of our ESXi hosts. No service outage is anticipated as the VPC cluster is capable of running successfully without this host. We will be monitoring the maintenance activities and will act immediately if there is an issue.

If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving an emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Posted Time: 10:06 PT February 20, 2020
Date: 02/02/2020ExpectedOutageby Smartt
Time: 21:30 - 23:00 PT
Duration: 1 hour and 30 minutes
Affected Customers: All customers using email hosting services on mail01.smartt.com.
Reason of Outage:

Smartt will be performing a system upgrade on our main email server, mail01.smartt.com. Throughout this service maintenance window, email services (POP3, IMAP and SMTP) will be intermittenly restarted, with multiple short five minute outages.

This system upgrade will bring significant performance and security enhancements, along with many feature rich interface changes.

We apologize for any inconvenience this may cause you.

 Posted Time: 20:56 PT on January 27, 2020.
Date: 01/28/2020 New Software Release
Time: 07:45 - 09:00 PT
Duration: 1 Hour and 15 Minutes
Affected Customers: No directly impacted clients
Reason of Outage:

Smartt will be performing a VOIP (Voice Over IP) phone system migration to a new cloud system on Tuesday, January 28th 2020. During this time, our phone lines may be busy or unavailable for inbound calls. Our team will be readily available via our ticketing system to support you. We can also be reached via email at support@smartt.com as normal. If you have an urgent matter, please include the word URGENT inside of the email subject line and a member of our CSG team will respond to you within 30 minutes.

We appreciate your patience throughout this maintenance period.

Posted Time: 20:04 on January 21, 2020
Date: 01/26/2020ExpectedOutageby Smartt
Time: 21:30 - 22:00 PT
Duration: 30 minutes
Affected Customers: All customers using email hosting services on mail01.smartt.com.
Reason of Outage:

Smartt will be performing a system reboot and file system integrity check on mail01.smartt.com. This exercise is necessary in order to complete system and package updates the following weekend.

During this downtime, you will be unable to send or receive emails. Your email client will also prompt you to enter your credentials or report a connection lost error message. Once the server is online, all services will automatically restore.

We apologize for any inconvenience this may cause you.

 Posted Time: 14:48 PT on January 10, 2020.
Date: 01/15/2020PotentialOutage
Time: 07:00 - 08:00 PT
Duration: 60 minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage: The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.
Posted Time: 15:58 PT January 07, 2020
Date: 12/27/2019CurrentOutage
Time: 11:15 - 14:10 PT
Duration: 2 Hours 55 Minutes
Affected Customers:

Bridge ADSL Connections

Reason of Outage:

Clients who use the ADSL bridge connection might experience connectivity issues. Our network team is currently investigating the issue with the upstream provider. This problem may cause the affected connections to flap or drop entirely. There is currently no ETR for the problem yet. Sorry for the inconvenience this may have caused. 

Update: The issue has been resolved at 14:10 PT. If you are still having connection issue. Please contact Smartt Support at 604-473-9700 Option1.

Posted Time: 11:53 PT December 27, 2019
Date: 12/27/2019PotentialOutage
Time: 22:00 - 22:30 PT
Duration: Up to 5 minutes for a soft reboot
Affected Customers: No customer should be affected by a soft reboot for one of Smartt's network routers in our Burnaby data center.
Reason of Outage:

Our team will be performing a soft reboot for one of Smartt network routers. As the regular traffic will still be running on the other redundant network router, we do not anticipate any service impact to our clients during this scheduled soft reboot.

If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Posted Time: 10:32 PT December 24, 2019
Date: 12/21/2019PotentialOutage
Time: 23:00 - 23:30 PT
Duration: 30 minutes
Affected Customers: No customer should be affected by service maintenance on Smartt's distribution router in our Burnaby data center.
Reason of Outage:

Our CSG team will be relocating the secondary power source on the distribution router to another circuit. As the router will be running on the primary power supply, we do not anticipate any service impact to our clients during this maintenance task.

If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Posted Time: 14:10 PT December 19, 2019
Date: 11/27/2019PotentialOutage
Time: 22:00 - 02:00 PT
Duration: 4 hours
Affected Customers: No customer should be affected by Smartt's generator service maintenance.
Reason of Outage:

The vendor will perform scheduled service maintenance on Smartt's generator up to four hours. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Posted Time: 11:50 PT November 15, 2019
Date: 11/01/2019PotentialOutage
Time: 23:00 - 23:59 PT
Duration: 1 hour
Affected Customers: Any clients using Smartt's ticketing system during the maintenance window.
Reason of Outage:

Clients will not be able to access Smartt’s ticketing system during the maintenance window. All incoming email tickets will be queued and delivered once the ticketing system is back online.

For any emergency contact during the maintenance window, please call and leave a voicemail on Smartt’s Emergency Voicemail.

This planned version upgrade will include back-end features for security and system integrity. All historic data including tickets will be available on the new version.

Posted Time: 12:41 PT October 30, 2019
Date: 10/22/2019PotentialOutage
Time: 12:00 - 17:30 PT
Duration: 5 hours and 5 minutes
Affected Customers: A number of PPPoE ADSL clients
Reason of Outage:

We have been alerted to a small number of PPPoE ADSL connection interruptions over the course of this afternoon. Our team is currently investigating this with our upstream provider. This problem causesd the affected connections to flap and in some cases drop entirely. To resolve this issue, please power cycle your DSL modem.

If the issue persists after rebooting your DSL modem, please contact our support at support@smartt.com or at 604 473 9700 option 1.

Update at 08:31 PT on October 23rd 2019: Our upstream provider has confirmed there is at least one event of physical cable cut which has affected the ADSL connectivity. They are currently working to resolve the matter now.

Posted Time: 20:10 PT October 22, 2019
Date: 09/28/2019PotentialOutage
Time: 07:00 - 08:00 PT
Duration: 60 minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage: The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.
Posted Time: 15:06 PT September 18, 2019
Date: 09/13/2019PastOutage
Time: 20:01 to 20:30 PT
Duration: 29 minutes
Affected Customers: No customers were directly affected
Reason of Outage:

Our team was alerted to a service outage on Smartt's main PBX (phone) system at 20:01 PT. Further investigation found the service was suffering from resource exhaustion. A reboot and post interruption analysis was performed and services were restored successfully at 20:30 PT.

 

Any inbound calls to our office would have been dropped during this period. We apologize for any inconvience this caused.

Posted Time: 20:43 PT September 13, 2019
Date: 09/10/2019PastOutage
Time: 03:26 - 07:20 PT
Duration: 3 hours and 54 minutes
Affected Customers: Some customers using email servies on mail01.smartt.com (Mail01)
Reason of Outage:

Due to an excessivly high number of inbound connections, the email MTA stopped processing new emails in order to allocate resources to the abnormally high email queue. This caused delays processing inbound and outbound emails.

A new security policy has been added which resolved the problem.

We apologize for the impact this outage had on your service with us. Please contact Smartt CSG (support@smartt.com) if you have any questions or if you are currently experiencing downtime.

Posted Time: 11:37 PT September 10, 2019
Date: 09/02/2019PotentialOutage
Time: 22:00 - 22:30 PT
Duration: Up to 5 minutes if soft reboot is required.
Affected Customers: All customers
Reason of Outage:

We will be performing network maintenance on our core router. This may result in up to 5 minutes of connectivity loss while network hardware is reloaded.

Please contact our CSG if you have questions regarding this maintenance window. We can be reached by email at support@smartt.com or by phone at +1 604 473 9700 option 1.

Posted Time: 12:57 PT August 30, 2019
Date: 08/27/2019ExpectedOutageby Smartt
Time: 20:00 - 20:30 PT
Duration: Up to 5 minutes
Affected Customers: All customers
Reason of Outage:

UPDATED: All central UPS and network hardware maintenance is now completed for tonight.

Smartt will be performing central UPS maintenance along with network hardware maintenance. This is unplanned maintenance and a follow up measure to last Saturday's power outage.

We will be installing a secondary supervisor card to the distribution core router. This requires a soft reboot of the distribution router. All connectivity will drop, lasting up to 5 minutes total.

In parallel, we will be replacing all UPS batteries and turning the UPS system back into operational mode. This is a non-service impacting task.

Please contact our CSG if you have questions regarding this maintenance window. We can be reached by email at support@smartt.com or by phone at +1 604 473 9700 option 1.

Posted Time: 19:00 PT August 27, 2019
Date: 08/26/2019PastOutage
Time: 11:11 - 11:13 PT
Duration: 2 minutes
Affected Customers: UPDATED: (Some clients including Co-Location, VPS and Connectivity)
Reason of Outage:

UPDATED: During a planned UPS maintenance window an unplanned power interruption occurred which affected some clients. Services have been restored. We are currently identifying the root cause of the interruption.

We apologize for the impact this outage had on your service with us. Please contact Smartt CSG (support@smartt.com) if you have any questions or if you are currently experiencing downtime.

Posted Time: 11:34 PT August 26, 2019
Date: 08/24/2019PastOutage
Time: 12:50 - 14:25 PT
Duration: 1 hour and 35 minutes
Affected Customers: All clients (websites, emails, DNS, VPS & connectivities)
Reason of Outage:

UPDATE: There was a very brief power fluctuation during which the central UPS did not absorb the load while the generator initated. The resulting power interruption affected the active supervisor card on our main distribution router remained in a boot-loop. Our network engineers had to reboot to ROM to force the router to switch to the standby supervisor card.

We are initiating a review of the UPS (Monday, August 26) to determine root cause and have also ordered additional supervisor cards (Delivery also Monday, August 26). We will keep clients posted on planned maintenance windows for both although we do not anticipate any service interruption.

We apologize for the impact this outage had on your service with us. Please contact Smartt CSG (support@smartt.com) if you have any questions.

Posted Time: 15:45 PT August 24, 2019
Date: 08/15/2019ExpectedOutageby Telus
Time: 23:00 - 06:00 PT
Duration: Outage(s) could occur at any time during the window and last for periods of up to 60 MINUTES per service.
Affected Customers: PPPoE ADSL service
Reason of Outage:

TELUS needs to perform a Fibre Grooming activity on the infrastructure that impacts your services with us. The activity is needed due to NETWORK MODERNIZATION/EVOLUTION. This maintenance will help ensure your service continues to work how and when you want it to.

This outage could occur at any time during the window and last for periods of up to 60 MINUTES per service.

Please note that services without a redundant connection will experience a loss of service during the maintenance window above. The services with a redundant connection will experience reconvergence hits rather than interruption to service.

TELUS has made every effort to select a time which is a low usage time for all customers affected by this activity. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Posted Time: 13:01 PT July 26, 2019
Date: 08/10/2019PastOutage
Time: 05:10 - 07:30 PT
Duration: 2 hours and 20 minutes
Affected Services: Websites, emails, DNS & VPS
Reason of Outage:

We have recently experienced a network issue with our VMWare environment between 05:10 to 07:30 PT on Aug 10, 2019.

Our team is still working with VMware senior engineers to determine a root cause and will provide a complete post-mortem as soon as our analysis is complete.

If you continue to experience issues, please send an e-mail to support@smartt.com. We have mobilized additional staff to provide proactive responses to your inquiries.

Posted Time: 07:57 PT August 10, 2019
Date: 08/09/2019ExpectedOutageby Smartt
Time: 22:00 - 06:00 PT
Duration: A total of 7 planned outages lasting up to 30 seconds respectively.
Affected Customers: Customers with website, email, DNS and Virtual Private Servers (VPS)
Reason of Outage:

Smartt will be performing software upgrades to the Network Security Management (NSX) infrastructure. These software upgrades are necessary to allow Smartt continually provide reliable and secure networking services to the virtal infrastructure.

This upgrade will involve brief service interruptions while virtual network appliances are rebooted. A total of 7 interruptions are anticipated, lasting up to 30 seconds respectively. During these intervals, your services will be not accessible.

Please contact our CSG if you have questions regarding this maintenance window.

Posted Time: 09:22 PDT August 2nd 2019
Date: 08/07/2019PastOutageby Telus & Smartt
Time: 13:11 PT - 17:55 PT
Duration: 4 hours and 44 minutes
Affected Customers: Customers with Bridged ADSL connectivity
Reason of Outage:

Resolved at 17:55 PM PT: Telus technical team have replaced a fiber module at their central office which has resolved the low signaling issue.

We are currently experiencing a network service interruption which is affecting clients with a Bridged ADSL connection.

A technician from our upstream provider will be coming on-site to identify a potential hardware fault.

A urgent ticket has been escalated to our upstream provider and we are currently troubleshooting the root cause.

Posted Time: 14:15 PT August 7, 2019
Date: 06/26/2019PotentialOutage
Time: 07:00 - 08:00 PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage: The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.
Posted Time: 15:45 PT June 19, 2019
Date: 06/14/2019 New Software Release
Time: 22:00 - 22:10 PT
Duration: 10 Minutes
Affected Customers: Customers hosted on our VPC infrastructure
Reason of Outage:

There is no expected service interruption during the maintenance window.

Our team will be performing a reboot of NSX manager tonight to remove zombie processes which are running within NSX (firewall). This is a follow up maintenance procedure to yesterday's service interruption.
Posted Time: 11:00 PT June 14, 2019
Date: 06/13/2019PastOutage
Time: 14:46 - 17:24 PT
Duration: 2 Hours and 38 Minutes
Affected Customers: Customers hosted on Smartt VPC2 Cluster
Reason of Outage:

Service interruption with Dell EMC VPC2 Cluster in Burnaby, Canada Data Center. Network traffic inbound to the cluster could not pass the NSX firewall. As a result, all shared web hosting, Email, VPS, Private cloud and connectivity clients were affected. The root cause of this problem is still being investigated and Smartt/Dell EMC Engineering team will provide a post mortem.

We apologize for the impact this outage had on your service with us. Please contact Smartt CSG (support@smartt.com) if you have any questions.
Posted Time: 17:47 PT June 13, 2019
Date: 06/07/2019ExpectedOutage
Time: 23:00 - 23:15 PT
Duration: 15 Minutes
Affected Customers: Collocation Customers at Burnaby Data Center
Reason of Outage:

Our distribution router is experiencing a minor software issue with one of the modules.

We are performing an emergency maintenance to address this issue at 23:00PT today. The potential disruption due to this maintenance will be of few seconds while the modules are being reset. We are working to address any possible system conflict that could affect the services in future and apologize for the inconvenience this may have caused today.

If you have any questions, please contact Smartt support team (support@smartt.com).

Date: 05/10/2019 New Software Release
Time: 08:00 - 09:00 PT
Duration: 1 Hour
Affected Customers: Collocation Customers at Burnaby Data Center
Reason of Outage:

We had identified an issue with HVAC system while our regular maintenance. HVAC technician worked and resolved it. Data center temperature is back to normal level now. None of the services were affected by this maintenance.                                                                                                                                                                                                                                                  

Date: 10/05/2019New Software Release by Smartt
Time: 22:00 to 22:30PM PT
Duration: The service maintenance window will last up to 3 minutes.
Affected Customers: All customers.
Reason of Outage:

Smartt will be performing software and firmware upgrades to our data center cluster. These upgrades are required for our new hardware upgrades in the following weeks.

There is no anticipated service outage during this upgrade.

If you have any questions or concerns, please feel free to contact Smartt support team (support@smartt.com).

Date: 03/05/2019New Software Release by Smartt
Time: 03:00AM - 05:00AM PT
Duration: The service maintenance window will last up to 2 hours.
Affected Customers: Customers hosted on Smartt's email server Mail01.
Reason of Outage:

As part of Smartt's on going commitment to deliver dependable serivces, we will be upgrading our email service to version 3.0.1-5.

Customer facing impact will be kept to a minimal level and less than 10 minutes per change.

This latest update will offer GUI improvements in both user interfaces among several security updates.

If you have any questions or concerns, please feel free to contact Smartt support team (support@smartt.com).

Date: 04/25/2019ExpectedOutageby Telus
Time: 23:00 - 06:00 PT
Duration: Outage(s) could occur at any time during the window and last for periods of up to 1 HOUR per service.
Affected Customers: PPPoE ADSL service
Reason of Outage:

TELUS needs to perform a FIBRE GROOMING change activity on the infrastructure that impacts your services with us. The activity is needed due to NETWORK MODERNIZATION/EVOLUTION. This maintenance will help ensure your service continues to work how and when you want it to.

This outage could occur at any time during the window and last for periods of up to 1 HOUR per service.

Please note that services without a redundant connection will experience a loss of service during the maintenance window above. The services with a redundant connection will experience reconvergence hits rather than interruption to service.

TELUS has made every effort to select a time which is a low usage time for all customers affected by this activity. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 03/20/2019PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 05/15/2019ExpectedOutageby Telus
Time: 01:00AM - 05:00AM PT
Duration: Outage(s) could occur at any time during the window and last for periods of up to 10 MINUTES per service.
Affected Customers: PPPoE ADSL service
Reason of Outage:

TELUS needs to perform a SOFTWARE UPGRADE change activity on the infrastructure that impacts your services with us. The activity is needed due to NETWORK MODERNIZATION/EVOLUTION. This maintenance will help ensure your service continues to work how and when you want it to.

This outage could occur at any time during the window and last for periods of up to 10 MINUTES per service.

Please note that services without a redundant connection will experience a loss of service during the maintenance window above. The services with a redundant connection will experience reconvergence hits rather than interruption to service.

TELUS has made every effort to select a time which is a low usage time for all customers affected by this activity. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 03/17/2019ExpectedOutage
Time: 11:00PM - 11:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Smartt is performing important security upgrades for FreeBSD operating system on one of our web hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact Smartt support team (support@smartt.com). We apologize for the inconvenience.

Date: 02/20/2019 ExpectedOutage by Smartt
Time: 10:00PM - 10:05PM PT
Duration: 5 Minutes
Affected Customers: No specific customers affected
Reason of Outage:

Smartt will be performing a service maintenance to re-configure network resources on an Edge Service Gateway (ESG) and Distributed Logical Router (DLR). This is part of our ongoing efforts to make our network and platform more reliable, scalable, and secure.

We do not expect any service interruption during this maintenance window.

Our system administration, network operations and support staff will be available in case of an emergency. You may contact us for emergency support toll free at 1-888-407-6937 or send an e-mail to support@smartt.com with URGENT in the subject line.

Date: 02/04/2019PastOutage
Time: 08:30PM - 05:45AM PT
Duration: 9.5 Hours
Affected Customers: Customers hosted on Smartt VPC2 Cluster
Reason of Outage:

Service interruption with DellEMC VPC2 Cluster in BBY. Network traffic from all virutal machines in this cluster could not pass the NSX firewall. As a result, all shared web hosting, Email, VPS, Private cloud and connectivity clients were affected. Root cause of problem is still being investigated and Smartt/Dell EMC Engineering team will provide a post mortem.

We are sorry for the impact this outage had on your service with us. Please contact Smartt CSG (support@smartt.com) if you have any questions.

Date: 01/16/2019CurrentOutage by Smartt
Resolution Time: Resolved.
Steps to Resolution:

Update 22:30 PST 2019-01-16: Our backbone provider carried out maintenance work which has resolved the packet loss and connectivity issues.

Update 21:48 PM PST 2019-01-16: Our backbone provider has identified a problem with a router in Ashburn. Their team is actively working on this issue now to diagnose and repair the problem.

Affected Customers: Smartt's Burnaby location.
Reason of Outage:

We have experienced packet loss through our internet backbone provider. This issue is not directly related to Smartt's network, however we are actively working with the backbone provider to establish the root cause of this problem. We apologize for any inconvenience this may cause.

Date: 01/08/2019PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 12/21/2018PastOutage
Time: 10:30PM - 03:00AM PT
Duration: 4.5 Hours
Affected Customers: Smartt VPS and Hosting clients
Reason of Outage:

We have experienced disk failure in our production cluster which lead to performance issues and caused intermittent service interruptions. Clients using Smartt VPS, Shared hosting or DNS services would have experienced service outages. Our team has corrected the disk failure and restored the services, there was no data loss due to this issue.

We apologize for any inconvenience this may have caused.

Please contact Smartt support team (support@smartt.com) if you have any questions or still having problems.

Date: 11/19/2018PastOutage
Time: 03:40AM - 04:14AM PT
Duration: 34 Minutes
Affected Customers: Specific websites hosted on Endler server
Reason of Outage:

Endler Web server became unresponsive for HTTP service. Our team was investigating but unable to isolate the potential cause. A server reload was required to re-activate the service again. We apologize for any inconvenience this may have caused.

Please contact Smartt support team (support@smartt.com) if you have any questions.

Date: 10/12/2018PastOutage
Time: 10:58AM - 11:03AM EDT & 11:12AM - 12:11PM EDT
Duration: 1 Hour and 4 Minutes
Affected Customers: Customers hosted in RDU2 data center, Ashburn, VA.
Reason of Outage:

Update: The DDoS attack has been mitigated by our upstream provider now. Services may remain intermittent for a short time while connections are restored.

Data center RDU2 in Ashburn, VA is being affected by a DDoS attack which as flooded the uplink connection. Our team is actively working on this issue now. Please check back shortly for further updates.

Date: 09/19/2018PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 09/12/2018 PastOutageby Smartt
Time: 12:00AM - 06:30AM PT
Duration: 6 Hours and 30 Minutes
Affected Customers: Email Service
Reason of Outage:

Email service users might have experienced trouble in recieveing email from domains not hosted at Smartt servers. We have experienced an issue with our filtering system due to which most the emails were stuck in filtering system queue.

Our team has resolved the issue and emails are started flowing to user inbox. However, it might take some time to clear the queue and get back to normal speed so, email delivery might be delayed for next 1-2 hours.

If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 08/17/2018 ExpectedOutage by Smartt
Time: 10:00PM - 10:05PM PT
Duration: 5 Minutes
Affected Customers: Fiber connections
Reason of Outage:

As part of Smartt's ongoing commitment to provide our customers with the best possible service, there will be network maintenance in our Burnaby facility on Friday, 17th of August, 2018 at 22:00 PM. This will incur an estimated downtime of less than 05 minutes on client fiber connections.

We apologize for any inconvenience this may cause and appreciate your patience and understanding. Please be assured that the interruptions will be as brief as possible and that our team will be working to minimize this service outage.

All services should be running normal after maintenance window. If you are still experiencing any issues please contact us at support@smartt.com or by calling us on 604 473 9700 (Option 3 for emergency voicemail for outside regular business hours).

Date: 07/17/2018 ExpectedOutage by Smartt
Time: 03:00AM - 04:00AM PT
Duration: 15 Minutes
Affected Customers: Customers hosting sites via Plesk Panel
Reason of Outage:

We will be restarting our server which hosts Plesk Panel due to emergency maintenance.

All services should be running normal after maintenance window. If you are still experiencing any issues please contact us at support@smartt.com or by calling us on 604 473 9700 (Option 3 for emergency voicemail for outside regular business hours.) We apologize for the inconvenience this may cause.

Date: 07/10/2018PastOutage
Time: 09:00 AM - 11:45 AM PT
Duration: 2 Hours and 45 Minutes
Affected Customers: Customers using DNS hosted on monitor.sprintserve.net server
Reason of Outage:

One of the servers disk partitions ran out of space due to an unusual usage. Smartt's network team has isolated and resolved the disk space issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 07/12/2018PotentialOutage by Hurricane Electric Maintenance
Time: 03:00AM - 07:00AM PT
Duration: 60 Minutes
Affected Customers: No customer facing impact
Reason of Outage:

Router software and hardware upgrades to improve security, stability and capacity. Associated circuits:

-216.218.185.189/30

-2001:470:1:316/126

Date: 06/30/2018PotentialOutage by Colo@
Time: 08:00AM - 05:00PM EDT
Duration: 9 Hours
Affected Customers: No customer facing impact
Reason of Outage:

Colo@ will be performing load bank testing preventative maintenance on the generator and automatic transfer equipment that serves our ATL01 datacenter.

There will be no load transfers during this maintenance window, so we do NOT anticipate any customer facing impact.

Load bank testing ensures that the components within the power protection system will work and perform together as intended when called upon to support a critical load. During this maintenance, all components and systems of these systems will be examined and checked to ensure they are operating properly. This operation is fully scripted and intended to be completely transparent to all operations at ATL01 datacenter.

This maintenance is only applied to the Atlanta facility and will not affect our VPC2 or other facilities.

Date: 06/21/2018 ExpectedOutageby Telus
Time: 11:00PM - 05:00AM PT
Duration: up to 1 Hour per window
Affected Customers: Specific PPPoE ADSL connections
Reason of Outage:

TELUS needs to perform a cable grooming change activity on the infrastructure that impacts your services with us. The activity is needed due to construction work (railway, road, bridge, etc.).

This maintenance will help ensure your service continues to work how and when you want it to.

This outage could occur at any time during the window and last for periods of up to 1 Hours per service.

TELUS has made every effort to select a time which is a low usage time for all customers affected by this activity.

Date: 06/20/2018PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 06/17/2018 PastOutage
Time: 12:00AM - 01:30AM PT
Duration: 1 Hour 30 Minutes
Affected Customers:

Hosting, Connectivity and Colocation

Reason of Outage:

Our hosting, connectivity and colocation clients at Burnaby location might have experienced intermittent service disruptions. It happened because of high CPU load on our main firewall. Our team diagnosed and resolved the issue by 1:30 AM and all the services are operating normally now.

If you need further information or still experiencing service issues, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 06/01/2018 ExpectedOutage
Time: 10:00PM - 12:00AM PT
Duration: 2 Hours
Affected Customers:

All Dedicated/Shared Server, Hosting, and E-mail Clients hosted in the Atlanta facility

Reason of Outage:

We were replacing the power supplies that had caused the recent power outages. This outage would only apply to clients in the Atlanta facility and would not affect customers on our Virtual Private Cloud 2 or in our other facilities.

If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 05/25/2018 PastOutage
Time: 08:30AM - 11:53AM PT
Duration: 3 Hour 23 Minutes
Affected Customers:

Client services hosted in the Atlanta facility

Reason of Outage:

We wanted to let you know you may have been affected by an outage between 8:30AM-11:53AM PST on May 25, 2018 due to a failing power supply in our Atlanta co-lo facility. We’ve swapped in a spare power supply and ordered a new one. This outage only applied to clients hosted in the Atlanta facility and did not affect customers on our Virtual Private Cloud 2 or in our other facilities.

If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 04/20/2018 PotentialOutage
Time: 08:00PM - 09:00PM PT
Duration: 1 Hour
Affected Customers:

No customer should be affected by the upgrades on our redundant switches

Reason of Outage:

As part of our final Virtual Private Cloud 2 rollout, we will be replacing two redundant switches in our Burnaby datacenter. We do not anticipate any service interruption, as these two switches are set up in a redundant configurations and will be replaced one at a time.

If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 04/10/2018 PastOutage
Time: 03:00PM (04/10) - 09:00AM (04/13) PT
Duration: 2 Days 18 Hours
Affected Customers: Smartt outgoing emails to Microsoft mail servers
Reason of Outage:

Email service users might have experienced trouble in sending email to Hotmail or other Microsoft mail servers. One of our client accounts was originating spam emails due to which emails to Microsoft mail servers (i.e hotmail.com, outlook.com, etc.) were deferred. We have now stopped the spam activity and reset the account originating the spam.

Smartt support team has requested Hotmail support team to remove Smartt mail server IP(s) from Hotmail's blacklist.

If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 03/22/2018PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 03/22/2018PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700. We apologize for any inconvenience this may have caused.

Date: 03/04/2018 PotentialOutage
Time: 06:00PM - 11:59PM PT
Duration: 10 Minutes
Affected Customers: Web hosting clients
Reason of Outage:

We will be performing a maintenance on one of our web hosting servers on March 4th between 6:00 PM and 11:59 PM. Server restart would be required 2-3 times during the maintenance window. We have estimated that total service outage will be less than 10 minutes. If you notice problem while accessing your website after 12:00 AM on March 5th, please contact Smartt support via email (support@smartt.com) or by leaving emergency voice message at 604-473-9700.

We apologize for any inconvenience this may cause.

Date: 02/20/2018 PastOutage
Time: 11:24AM - 11:54AM PT
Duration: 30 Minutes
Affected Customers: Smartt Services (Hosting, Connectivity and Colocation)
Reason of Outage:

Some of our clients might have experienced service (Web/Email Hosting, Connectivity and Colocation) outage between 11:24 AM and 11:54 AM today. Our distribution router experienced a system crash which required a manual reboot to recover. We are not able to determine the actual cause of the crash.

At the same time we discovered some additional Spanning Tree (STP) configurations that can potentially cause unintended STP election -- which may lead to network instability.
We will perform an emergency maintenance to address this issue at 11:00 PM (Feb 20th). The potential disruption due to this maintenance will be of few seconds while the STP network converging. We are working to address any possible system conflict that could affect the services in future and apologize for the inconvenience this may have caused today.

Please contact Smartt support team (support@smartt.com) if you have any questions.

Date: 02/15/2018 PastOutage
Time: 11:32AM - 01:00PM PT
Duration: 5 Minutes
Affected Customers: Smartt Colocation and Connectivity
Reason of Outage:

Colocation and Connectivity clients might have noticed an intermittent network between 11:32 AM and 1:23 PM today. A new switch was added to our network which caused unintended spanning tree (STP) election and topology change. Network connections were dropped during the election process and recovered within seconds. The interruption occurred at: 11:32 AM, 12:07 AM, 12:53 PM, 01:06 PM and 01:23 PM. Proper spanning tree priority has since been put in place to prevent the unintended STP topology change.

We apologize for the inconvenience this may have caused. Please contact Smartt support team (support@smartt.com) if you have any questions.

 

Date: 01/15/2018 PastOutage
Time: 02:00PM - 05:00PM PT
Duration: 3 Hours
Affected Customers: Smartt email service users.
Reason of Outage:

Email service users might experience trouble in sending/receiving email from external domains i.e. yahoo.com, gmail.com, etc. One of our client accounts was originating spam emails due to which emails to some external domains i.e yahoo.com, google.com, etc were deferred. We have now stopped the spam activity by purging the spam emails and resetting the account originating the spam.

Our mail server IP is not listed on any blacklist therefore email service will return to its normal operation soon. However, the queue size of our filtering system has stocked to a huge number due bounced back spam emails. This has affected incoming emails from external domains, users will experience delayed delivery of incoming emails from domains not hosted on Smartt mail server.

We are still reviewing mail server to make sure no further spam activity takes place. We will keep our users posted via this network status page. If you need further information, please contact our support team at support@smartt.com. We apologize for the inconvenience this may have caused.

Date: 01/15/2018 PastOutage
Time: 01:50AM - 04:20AM PT
Duration: 2.5 Hours
Affected Customers: Shared Hosting clients on aun.wiredns.net and zeusu.wiredns.net
Reason of Outage:

Shared hosting clients on server aun.wiredns.net and zeusu.wiredns.net would have experienced problem while accessing their services. The OpenVZ server hosting these two virtual servers rebooted during a kernel security update and had problems with filesystem check. Our team resolved the issue by performing filesystem check from a live CD of OS. Server rebooted normally after filesystem check. 
We apologize for the inconvenience this may have caused.

Date: 01/09/2018PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 12/15/2017PastOutage
Time: 02:55PM - 03:10PM PT
Duration: 15 Minutes
Affected Customers: Email service
Reason of Outage:

Due to kernel time drift on our PostgreSQL database server, Smartt Webmail and any mail services using authentication were interrupted. The issue was resolved after the PostgreSQL server was successfully rebooted. To prevent future repeat of the same issue, NTPd will be disabled and server clock will be synced via VM tools. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 11/29/2017PastOutage
Time: 03:10AM - 04:20AM PT
Duration: 1 Hour 10 Minutes
Affected Customers: Email service
Reason of Outage:

NTP was out of sync on our MySQL database server resulting in clients unable to retrieve and send emails. All emails in the queue were delivered at the time the issue was resolved. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 10/31/2017PastOutage
Time: 21:50PM (10/31) - 13:20PM (11/01) PT
Duration: 15 Hours 30 Minutes
Affected Customers: Offsite Backup Service client
Reason of Outage:

Offsite Backup service was interrupted due to a hardware failure. Clients using offsite backup service were affected because backup jobs could not be run until the issue had been resolved.

Date: 10/29/2017PastOutage
Time: 00:00AM - 10:00AM PT
Duration: 10 Hours
Affected Customers: No customer should be affected.
Reason of Outage:

Smartt Support system was under maintenace. All incoming emails were queued and recived after the system returned back online. As normal, please call 604-473-9700 and leave a voicemail on our emergency mailbox for after-hour emergency support. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 09/27/2017PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 09/18/2017 PastOutage
Time: 10:00AM - 12:00PM PT
Duration: 2 Hours 
Affected Customers: No customers were affected
Reason of Outage:

We were having an issue with our HVAC system which increased the temperture in our server room. The issue has been resolved now and server room tempearture is back to normal. This did not affected any of  the servcies we provide.                                                                                                                                                                                                                                                     

Date: 07/24/2017 PastOutageby Telus
Time: 18:00PM - 01:00PM PT (July 25th)
Duration: 19 Hours
Affected Customers: Specific PPPoE ADSL connections
Reason of Outage:

TELUS was having a network issue on one of their authentication LAC equipment. Clients using PPPoE ADSL connection might have lost their connectivity. This issue was escalated to Telus core network team. 

Telus has confirmed that issue had already been resolved. Our affected connections were also back up.

If you would have any questions or need additional information, please contact our Client Services Group. We apologize for any inconvenience this may have caused.

Date: 07/07/2017 PastOutageby Telus
Time: 03:00PM - 02:10AM PT
Duration: 11 Hours 10 Minutes
Affected Customers: PPPoE ADSL service
Reason of Outage:

TELUS was having a network issue in Vancouver area. Clients using PPPoE ADSL connection might have experienced packet loss on their connection. This issue was escalated to their core network team and they resolved this issue around July 8th, 2:10 AM PT.

If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.                                                                                                                                                                                                                                                                            

Date: 07/06/2017PastOutage
Time: 12:00PM -  10:00AM (of 07/08) PT
Duration: 46 Hours
Affected Customers: Offsite Backup Service
Reason of Outage:

Disk errors were discovered on Smartt backup server. Clients using offsite backup service were affected. No backup jobs would be running untill the issue had been resolved. We apologize for any inconvenience this may have caused.

Date: 07/06/2017PotentialOutage by Skyway West
Time: 21:00PM - 22:00PM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by PDU equipment upgrade.
Reason of Outage:

Skyway West will be upgrading rack-mount PDU equipment this Thursday night after 21:00PM. Only one power circuit will get upgraded at a time, so there is no customer impact expected.

This upgrade will increase reliability and availability of power in the community cabinet (VANIX, etc.).

All equipment with single PSUs are plugged into an Automatic Transfer Switch, which is not on the schedule. The upgrade only affects power distribution units (PDUs) to redundant PSUs.

If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 07/01/2017PotentialOutage by Bell
Time: 21:21PM -  14:51PM PT
Duration: 17 Hours and 30 Minutes
Affected Customers:

No customer should be affected.

Reason of Outage:
Redundant backbone connection at Vancouver Harbor was offline due to a physical port issue on Bell network equipment.
 
Smartt did not anticipate any service interruptions since all traffic was automatically routed to the other good backbone connection in Burnaby. Smartt support staff were working to resolve the issue with upstream provider throughout this time.
 
If you would have any questions or need additional information, please contact our Client Services Group:
 
. Telephone: 604-473-9700
. Email: support@smartt.com
 
Thank you,
Smartt Team
Date: 06/30/2017PastOutage
Time: 8:00AM -  16:30PM PT
Duration: 8 Hours and 30 Minutes
Affected Customers: Offsite Backup Service
Reason of Outage:

Disk errors were discovered on Smartt backup server. Client's using offsite backup service were affected. No backup jobs would be running untill the issue had actually been resolved. We apologize for any inconvenience this may have caused.

Date: 06/23/2017PotentialOutage by  BC Hydro
Time: 05:50AM - 08:10AM PT
Duration: 2 Hours and 20 Minutes
Affected Customers:

No customer should be affected.

Reason of Outage:
BC Hydro was having a power outage around Henning drive - Burnaby area.
 
Smartt did not anticipate any service interruptions since our systems were operating on backup power (UPS and power generator), and our support staff were on site to monitor the situation throughout this time.
 
If you would have any questions or need additional information, please contact our Client Services Group:
 
. Telephone: 604-473-9700
. Email: support@smartt.com
 
Thank you,
Smartt Team
Date: 06/21/2017PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 06/07/2016PastOutageby Shaw
Time: 8 hours
Steps to Resolution: High priority two-way communication with the upstream provider on the trouble-shooting status on daily basis
Affected Customers: Cable service
Reason of Outage: Our specific Cable clients were having connection issues since this morning. Shaw was having issue with their CMTS devices in Lower mainland which was affecting our clients. Their technicians have resolved the issue. We will keep monitoring our connections and will follow up with affected clients tomorrow. We apologize for any inconvenience this may have caused.
Date: 05/29/2017ExpectedOutage
Time: 10:30AM - 11:00AM PT
Duration: 15 Minutes
Affected Customers: No customer should be affected by this UPS maintenance.
Reason of Outage:

One of the batteries in Smartt's central UPS need replacement and will be offline for approximately 15 minutes. This maintenance will occur on May 29th between 10:30 AM and 11:00 AM PT. None of our customers should be affected by this maintenance. If you have any questions or concerns, please feel free to contact us.

Date: 05/11/2017ExpectedOutage
Time: 10:00 PM - 10:15 PM
Duration: 15 Minutes
Affected Customers: Failover service
Reason of Outage:

Smartt's central Failover service router will be offline during a planned 15 minute maintenance period. Clients using our Failover service will be affected by this maintenance. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 04/27/2017PastOutageby Shaw
Time: 12:30 PM - 4:00 PM
Duration: 3 Hours 30 Minutes
Affected Customers: Cable service
Reason of Outage:

Clients using our cable service may have experienced an internet outage. Shaw was having a national service outage which was imacting all the regions. Their engineering team has isolated and resolved the issue. Smartt will follow up with our affected clients and Shaw Network team again tomorrow to ensure the issue is completely resolved. We apologize for any inconvenience this may have caused.

Date: 03/22/2017PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience this may have caused.

Date: 03/21/2017Potential Outage
Time: 09:30AM - 01:30PM PT
Duration: 4 Hours
Affected Customers: No customer should be affected by annual UPS maintenance.
Reason of Outage:

Smartt's central UPS will be offline during annual UPS maintenance on March 21, 2017 from 09:30AM to 01:30PM PT. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 03/12/2017ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Smartt is performing two important security upgrades for FreeBSD operating system and Apache web server. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 03/05/2017ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Smartt is performing two important security upgrades for FreeBSD operating system and Apache web server. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 02/26/2017ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Smartt is performing two important security upgrades for FreeBSD operating system and Apache web server. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 02/19/2017ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Smartt is performing two important security upgrades for FreeBSD operating system and Apache web server. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 02/06/2017PastOutage by Shaw
Time: 8:00 AM - 5:00 PM (02/07/2017)
Duration: 33 Hours
Affected Customers: Cable service
Reason of Outage:

Due to an incorrect speed port configuration on Shaw network equipment, cable customers may have experienced a slow upload speed issue. Shaw's Network Operations team has isolated and resolved the issue. Smartt will follow up with our affected clients and Shaw Network team again tomorrow to ensure the issue is completely resolved. We apologize for any inconvenience this may have caused.

Date: 01/10/2017PastOutage
Time: 1:34 PM - 10:36 AM (01/11/2017)
Duration: 21 Hours 
Affected Customers: Web hosting Service
Reason of Outage:

Windows Web server (Antarctic) became unresponsive for HTTP Service. Server reload was required to activate the service again. After reload all the affected websites were up and accessible. Due to a malfunction of our notification system, it auto acknowledged the outage and we missed the notification for it. Because of that we were not able to resolve it immediately. We have tested the notification delivery to confirm that notifications should not be missed next time. We apologize for any inconvenience this may have caused.

Date: 01/11/2017PastOutage
Time: 12:00 AM - 9:25 AM
Duration: 9.5 Hours
Affected Customers: Web hosting Service
Reason of Outage:

HTTP service for our Free BSD web server (Laurent) went down during nightly server reload due to a SSL configuration issue. The root cause was identified and issue has been resolved. All the affected websites are up now, if you are still experiencing issue with your website please contact our support team. Due to a malfunction of our notification system, it auto acknowledged the outage and we missed the notification it.  Because of that we were not able to resolve it immediately. We have tested the notification delivery to confirm that notifications should not be missed next time. We apologize for any inconvenience this may have caused.

Date: 12/05/2016PastOutage
Time: 3:00PM - 4:00AM PT
Duration: 13 Hours
Affected Customers: Offsite Backup Service
Reason of Outage:

Disk errors were discovered on Smartt backup server. Disk scan process to identify and correct errors was completed around 4:00AM this morning. Furthermore, we have successfully completed tests to ensure that issue has been resolved. All backups will be running as per schedule tonight. We apologize for any inconvenience this may have caused.

Date: 11/08/2016PastOutage
Time: 13:51PM - 13:53PM PT
Duration: 2 Minutes
Affected Customers: All PPPoE services (network wide)
Reason of Outage:

A network issue was discovered on Smartt PPPoE router. To quickly resolve the issue and reduce further impact to all clients, we had to perform a soft router reboot. We apologize for any inconvenience this may cause.

Date: 10/17/2016CurrentOutage by Shaw
Resolution Time: No ERT provided by the upstream provider
Steps to Resolution: High priority two-way communication with the upstream provider on the trouble-shooting status on daily basis
Affected Customers: Cable service
Reason of Outage:

Cable customers may experience intermittent connections due to a DHCP Lease Timers issue. To reconnect to Cable DHCP server, these clients would need to reboot their Cable modems. Smartt is currently working with Cable Lab Team on resolving CMTS Device configuration issue. We apologize for any inconvenience this may cause.

Date: 10/20/2016ExpectedOutage by Telus
Time: 01:00AM - 05:00AM PT
Duration: 60 Minutes per circuit
Affected Customers: PPPoE ADSL service
Reason of Outage:

TELUS will be updating 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 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: 09/21/2016PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 07/11/2016ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Due to end-of-life for PHP 5.4, Smartt will be performing PHP 5.6 upgrade on our FreeBSD hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 07/07/2016PastOutage
Time: 11:50AM - 12:50PM PT
Duration: 60 Minutes
Affected Customers: Smartt IMAP and Webmail service
Reason of Outage:

One of our email partitions was running out of space due to an unusual usage. Smartt network team has isolated and resolved the disk space issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 06/29/2016ExpectedOutage by Telus
Time: 01:00AM - 05:00AM PT
Duration: 20 Minutes per circuit
Affected Customers: ADSL service
Reason of Outage:

TELUS will be upgrading hardware components on targeted ADSL 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.

Date: 06/23/2016PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 06/13/2016ExpectedOutage
Time: 11:30PM - 12:30PM PT
Duration: 60 Minutes
Affected Customers: MyBackupServer clients
Reason of Outage:

We have identified a hardware problem with the server running MyBackupServer. Smartt CSG team is currently working to replace the detective hardware. We apologize for any inconvenience this may have caused.

Date: 06/11/2016ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Due to end-of-life for PHP 5.4, Smartt will be performing PHP 5.6 upgrade on our FreeBSD hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 06/10/2016ExpectedOutage
Time: 14:00PM - 14:30PM PT
Duration: 60 Minutes
Affected Customers: MyBackupServer clients
Reason of Outage:

We have identified a hardware problem with the server running MyBackupServer. Smartt CSG team is currently working to replace the detective hardware. We apologize for any inconvenience this may have caused.

Date: 05/30/2016PastOutage
Time: 01:30PM - 01:37PM PT
Duration: 7 Minutes
Affected Customers: Smartt SMTP authentication service with port 587
Reason of Outage:

Due to a spam activity, Smartt SMTP authentication service was interrupted for a short period of time. We have immediately resolved the issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 05/11/2016ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Due to end-of-life for PHP 5.4, Smartt will be performing PHP 5.6 upgrade on our FreeBSD hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 04/11/2016ExpectedOutage
Time: 23:00PM - 23:30PM PT
Duration: 30 Minutes
Affected Customers: Specific web hosting clients
Reason of Outage:

Due to end-of-life for PHP 5.4, Smartt will be performing PHP 5.6 upgrade on our FreeBSD hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 03/16/2016CurrentOutage
Time: 10:23AM - 18:14PM PT
Duration: 7 Hours and 51 Minutes
Affected Customers: All Telus connectivity customers
Reason of Outage:

Telus is experiencing some network issues in British Columbia province. Telus NOC team is aware of the issues and working to restore the service. We apologize for any inconvenience this may cause.

Date: 02/25/2016PotentialOutage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 02/23/2016PotentialOutageby Hurricane Electric
Time: 10:00AM - 12:00PM PT
Duration: 2 Hours
Affected Customers: Connectivity Clients
Reason of Outage:

There was a speed issue with HE network due to a fiber cut which affected traffic to YVR. HE NOC team is still working on getting the issue resolved as soon as they can. Smartt has already routed our traffic to another alternative route. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 01/29/2016PastOutage
Time: 20:40PM - 21:15PM PT
Duration: 35 Minutes
Affected Customers: Specific websites hosted on Halninek server
Reason of Outage:

We were experiencing some technical issues with one of Smartt web hosting servers. Smartt Admin team was aware of the issues and working to restore the service. We apologize for any inconvenience this may cause.

Date: 01/25/2016PastOutage
Time: 17:14PM - 18:10PM PT
Duration: 56 Minutes
Affected Customers: All connections at 938 Howe St Vancouver
Reason of Outage:

We were experiencing an outage on the fiber circuit at 938 Howe Street Vancouver. Bell NOC team was aware of the issues and working to resolve them. We apologize for any inconvenience this may cause.

Date: 12/12/2015Expected Outage
Time: 12:00AM - 1:00AM PT
Duration: 60 Minutes
Affected Customers: All Failover Connections
Reason of Outage:

A firmware upgrade to stabilize Smartt failover service has been scheduled for 1:00AM Dec 5. As part of the upgrade process, the main router for failover connections will be offline. Please be advised that failover service will not be available during this 60 minute upgrade process. We apologize for any inconvenience this may cause.

Date: 12/05/2015Expected Outage
Time: 1:00AM - 2:00AM PT
Duration: 60 Minutes
Affected Customers: All Failover Connections
Reason of Outage:

A firmware upgrade to stabilize Smartt failover service has been scheduled for 1:00AM Dec 5. As part of the upgrade process, the main router for failover connections will be offline. Please be advised that failover service will not be available during this 60 minute upgrade process. We apologize for any inconvenience this may cause.

Date: 11/26/2015 ExpectedOutage
Time: 6:15AM - 6:30AM PT
Duration: 15 Minutes
Affected Customers: All PPPoE services (network wide)
Reason of Outage:

Smartt will undergo scheduled upgrading to part of its network infrastructure. Clients using our PPPoE ADSL service will experience an outage. Please reboot the modem to bring your connection back if necessary. We apologize for any inconvenience this may cause.

Date: 11/25/2015Potential Outage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 11/18/2015Potential Outage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by Smartt generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 10/18/2015ExpectedOutage by Telus
Time: 01:01AM - 05:00AM PT
Duration: 20 Minutes per Circuit
Affected Customers: All Bridge ADSL services
Reason of Outage:
TELUS will be performing maintenance on network elements in different areas. 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.
Date: 09/18/2015Past Outage
Time: 12:05AM - 12:45PM PT
Duration: 40 Minutes
Affected Customers: All Customers with Incoming Email Service
Reason of Outage:
The issue with incoming email service was resolved around 12:45PM PT. Incoming emails that were sent during the outage will slowly begin to come in. We apologize for the inconvenience.
Date: 09/09/2015PastOutageby Bell
Time: 10:17AM - 13:52PM PT
Duration: 3 Hours & 35 Minutes
Affected Customers: All Smartt connectivity services at 938 Howe Street Vancouver BC
Reason of Outage:

Bell was experiencing some connectivity issues on the fiber circuit at 938 Howe Street Vancouver due to an order related issue. Bell NOC team was aware of the issues and working to resolve them. We apologize for any inconvenience this may cause.

Date: 09/05/2015 ExpectedOutage
Time: 20:40PM - 21:40PM PT
Duration: 1 Hour
Affected Customers: Specific Colocation Customers
Reason of Outage:

Smartt was experiencing a software issue on one of our Colocation access switches in row F. The issue has been adjusted by our CSG team in a timely manner. We apologize for any inconvenience this may cause.

Date: 08/30/2015 ExpectedOutage
Time: 12:45AM - 1:00AM PT
Duration: 15 Minutes
Affected Customers: All PPPoE services (network wide)
Reason of Outage:

Smartt will undergo scheduled upgrading to part of its network infrastructure. Clients using our PPPoE ADSL service will experience an outage. Please reboot the modem to bring your connection back if necessary. We apologize for any inconvenience this may cause.

Date: 08/23/2015PastOutageby Bell
Time: 21:00PM 08/23 - 09:55AM 08/25 PT
Duration: 36 Hours & 55 Minutes
Affected Customers: All Smartt connectivity services at 938 Howe Street Vancouver BC
Reason of Outage:

Bell is experiencing some connectivity issues on the fiber circuit at 938 Howe Street Vancouver. Bell NOC team was aware of the issues and working to resolve them. We apologize for any inconvenience this may cause.

Date: 07/25/2015ExpectedOutage
Time: 01:00AM - 01:15AM PT
Duration: 15 Minutes
Affected Customers: Fiber and Cable (all services, network wide)
Reason of Outage:

Smartt will undergo scheduled upgrading to part of its network infrastructure. Clients using our fiber and cable service will experience an outage. We apologize for any inconvenience this may cause.

Date: 07/22/2015PastOutage by Telus
Time: 23:35PM - 01:35AM PT
Duration: 2 Hours
Affected Customers: All PPPoE services
Reason of Outage:

Telus was performing some unplanned network updates on PPPoE connections. We apologize for any inconvenience this may cause.

Date: 07/17/2015PastOutage by Telus
Time: 13:00PM - 20:30PM PT
Duration: 7.5 Hours
Affected Customers: Random PPPoE services
Reason of Outage:

Telus was experiencing a network issue with PPPoE connections. Telus NOC team was aware of the issue and working to resolve the issue. We apologize for any inconvenience this may cause.

Date: 07/16/2015PastOutage
Time: 10:50AM - 14:50PM PT
Duration: 4 Hours
Affected Customers: Random PPPoE services
Reason of Outage:

Telus was experiencing a network issue with PPPoE  Radius server. Telus NOC team was aware of the issue and working to resolve the issue. We apologize for any inconvenience this may cause.

Date: 07/16/2015ExpectedOutage
Time: 01:00AM - 01:45AM PT
Duration: Estimated 15 Minutes
Affected Customers: Cable (all services, network wide)
Reason of Outage:

Smartt will undergo scheduled upgrading to part of its network infrastructure. Clients using our cable service will experience an outage. We apologize for any inconvenience this may cause.

Date: 07/15/2015ExpectedOutage
Time: 01:01AM - 05:00AM PT
Duration: 10 Minutes per Circuit
Affected Customers: All Smartt PPPoE and Arista Clients
Reason of Outage:

TELUS will be performing maintenance on network elements in the area(s) shown above. This activity is to replace network transport cards 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.

Date: 06/24/2015Potential Outage
Time: 12:15PM - 01:00PM PT
Duration: 45 Minutes
Affected Customers: All Smartt Clients
Reason of Outage:

One of our redundant backbone providers were having bandwidth issues as a result we have redirected all traffic to an alternate backbone path and have contacted our provider to resolve the issue. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 06/24/2015Potential Outage
Time: 09:38AM - 09:42AM PT
Duration: 4 Minutes
Affected Customers: All Smartt Clients
Reason of Outage:

Due to issues with OSPF Routing process on our Main Network router and as a result, we had to reboout our Main Network Router. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 05/26/2015Potential Outage
Time: 07:00AM - 08:00AM PT
Duration: 60 Minutes
Affected Customers: No customer should be affected by the quarterly generator test.
Reason of Outage:

The total generator test time will be 60 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 05/08/2015Planned Outageby Telus
Time: 01:00AM - 05:00AM PST
Duration: estimated outage per circuit - 15 Minutes
Affected Customers: All Bridge ADSL Connections
Reason of Outage:

TELUS will be performing an emergency maintenance on network elements in the Vancouver and Burnaby area(s).

Telus technicians have identified an equipment fault which is jeopardizing network stability. We will be repairing/replacing components as required to restore normal operation and clear alarm conditions.

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: 05/05/2015Past Outage
Time: 17:00PM - 03:30AM PST
Duration: 8.5 Hours
Affected Customers: Random PPPoE Connections
Reason of Outage:

Telus is currently experiencing a network issue with PPPoE connections due to a hardware failure. Telus NOC team is aware of the issue and are working to resolve the issue. We apologize for any inconvenience this may cause.

Date: 05/03/2015Expected Outage
Time: 10:00PM - 10:05PM PT
Duration: 5 Minutes
Affected Customers: All Failover Connections
Reason of Outage:

A software maintenance to stabilize Smartt failover service has been scheduled for 10:00PM Sunday May 3rd. As part of the maintenance process, the main router for failover connections will be rebooted. Please be advised that failover service will not be available during this 5 minute reboot process. We apologize for any inconvenience this may cause.

Date: 04/27/2015Past Outage
Time: 20:30PM - 00:00AM PT
Duration: 3.5 Hours
Affected Customers: Random PPPoE Connections
Reason of Outage:

Telus is currently experiencing a network issue with PPPoE connections due to a hardware failure. Telus NOC team is aware of the issue and still working to resolve the issue. We apologize for any inconvenience this may cause.

Date: 04/09/2015Past Outage
Time: 07:30AM - 10:00AM PT
Duration: 2.5 Hours
Affected Customers: All PPPoE ADSL Connections
Reason of Outage:

There was an issue on Telus's network that caused all PPPoE (15.0 mbps and 25.0 mbps) ADSL connections to go offline. Customers province-wide on both Telus and non-Telus PPPoE connections were affected by this problem. Telus resolved the issue around 10:00AM. If you are still having issues please reboot your PPPoE ADSL modem. If you continue to have issues, please contact support at 604-473-9700. We apologize for any inconvenience this may cause.

Date: 03/27/2015Past Outage
Time: 03/27/2015 09:30AM PT - 04/08/15 14:30PM PT
Duration: 13 Days
Affected Customers: Smartt Data Usage Report service
Reason of Outage:

We were experiencing technical difficulties with our data usage report web tool. Our team has resolved the issue. We apologize for any inconvenience this may have caused.

Date: 03/25/2015Expected Outage by Telus
Time: 01:01AM - 05:00AM PT
Duration: estimated outage per circuit - 10 Minutes
Affected Customers: All Smartt PPPoE clients and some specified fiber clients
Reason of Outage:

TELUS will be performing an emergency network maintenance in the area(s). This activity is an investigation on transport facilities to resolve a trouble. Services with no redundancy will experience loss of service for the duration shown above. Services with redundancy will exprerience brief convergence hits rather than an outage. Emergency Releases are performed when TELUS identifies a network condition that could result in a significant failure impacting multiple TELUS Customer Services. TELUS corrects this threat through a controlled emergency activity in order to mitigate any significant customer outage. We apologize for any inconvenience this may cause.

Date: 03/15/2015Past Outage
Time:  
Duration: up to 08:00PM PT
Affected Customers: Visitors to www.smartt.com website
Reason of Outage:

Due to a database issue, some end users may have experienced problems accessing the www.smartt.com website last Sunday. The issue was resolved at 8:00PM on that same day. Please do not hesitate to contact us if you have any questions or concerns. We apologize for the inconvenience.

Date: 02/21/2015Potential Outage
Time: 11:00PM - 11:05PM PT
Duration: 5 Minutes
Affected Customers: Specific fiber customers
Reason of Outage:

The total hardware upgrade time will be 5 minutes. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 02/18/2015Potential Outage
Time: 07:00AM - 07:30AM PT
Duration: 30 Minutes
Affected Customers: No customer should be affected by the quarterly 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: 01/17/2015 Expected Outage
Time:

11:00PM - 01:00AM PT

Duration:

2 Hours

Affected Customers:

Smartt email service

Reason of Outage:

We will be performing some server maintenance to extend disk space on Smartt Mail server. The mail server will not be available during the maintenance process. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 01/08/2015 Potential Outage
Time:

10:00PM - 10:05PM PT

Duration:

5 Minutes

Affected Customers:

All websites hosted on Lecter server

Reason of Outage:

We will apply security patches on Lecter server. However, there is no service interruption to customer websites. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 12/31/2014 Expected Outage
Time:

23:59PM PT - 10:00AM PT

Duration:

10 Hours

Affected Customers:

All websites hosted on PHP 5.2 or 5.3 servers

Reason of Outage:

Due to end-of-life for PHP and FreeBSD products, Smartt will be performing PHP 5.4 and OS upgrade on our FreeBSD hosting servers. Affected websites will be down throughout the maintenance period. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 11/24/2014 Expected Outage
Time:

23:00PM PT - 23:15PM PT

Duration: 15 Minutes
Affected Customers:

All emails coming from external network (ie. the Internet).

Reason of Outage:

We will be performing some maintenance on our Barracuda Anti-Spam Firewall. Incoming emails from the Internet will be temporarily delayed during the maintenence. These delayed emails will be automatically delivered once the maintenance on the Anti-Spam Firewall has been completed. Retrieving and sending emails will not be affected by the maintenance process.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 11/14/2014 Past Outage
Time:

16:30PM PT - 17:00PM PT

Duration: 30 Minutes
Affected Customers:

All websites hosted on Mcdonald server

Reason of Outage:

We are currently trying to resolve a hardware issue which happened early this week on Mcdonald server. As a result of this process, web hosting customers on Mcdonald server are experiencing service disruptions. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 10/23/2014 Potential Outage
Time:

10:34AM - 11:23AM PT

Duration:  50 Minutes
Affected Customers:

All customers

Reason of Outage:

Intermittent packets and connections drop were reported this morning (around 10:30am). The problem was isolated to connections/traffics coming from Harbour center backbone.  It was caused by unintended BGP routes leak from one of our BGP peers in Harbour Center peering exchange.  The issue has been reported and resolved.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 10/03/2014 Potential Outage
Time:

09:00AM - 09:15AM PT

Duration: 15 Minutes
Affected Customers:

All customers

Reason of Outage:

Packet drop issue was detected on one of our redundant backbone connections between Burnaby and Vancouver Harbor around 9:00AM.  All traffic is re-routed to the other good backbone connection at 9:15AM.  As a result, our clients were experiencing intermittent connection issues from 9:00AM to 9:15AM.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 09/25/2014Potential Outage
Time:

01:00AM PT - 06:00AM PT

Duration: 5 Hours
Affected Customers:

Clients using Novus Fiber Backbone

Reason of Outage:

Novus will be conducting maintenance work during the following period:

Thursday, September 25th 2014 from 1:00am until 6:00am

During this period, there will be several short disruptions to the internet and/or Novus Network Services. 

Please be assured our technicians will make every effort to minimize the interruptions and keep them as brief as possible.
We thank you in advance for your patience and understanding through this mainnance.

Date: 08/20/2014Potential Outage
Time: 07:00AM - 07:30AM PT
Duration: 30 Minutes
Affected Customers: No customer should be affected by the quarterly 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: 05/06/2014Potential Outage
Time: 05/06/14 08:00AM PT
Duration: 1 Hour
Affected Customers: Colocation Customers
Reason of Outage:
BC Hydro will be changing our hydro meters in both units on Tuesday, May 6th 
 
We do not anticipate any service interruptions since our systems will be operating on backup power (UPS and power generator), and our support staff will be on hand to monitor the situation throughout this time. In case of unexpected problems, however, we recommend that you take appropriate precautions before May 6th.
 
If you have any questions or need additional information, please contact our Client Services Group:
 
. Telephone: 604-473-9700
. Email: support@smartt.com
 
Thank you,
Smartt Team
Date: 04/02/2014 Past Outage
Time: 08:22AM - 08:40AM PT
Duration: 15 Minutes
Affected Customers: Some PPPoE ADSL Connections
Reason of Outage:
There was an issue on Telus's network that caused some PPPoE connections to go offline. Rebooting your ADSL Modem should get the connection back online.
 
We apologize for any inconvenience this may cause.
Date: 03/16/2014 - 03/17/2014Potential Outage
Time: 03/16/14 08:00PM PT - 03/17/14 08:00AM PT
Duration: 12 Hours
Affected Customers: No customer should be affected by the BC Hydro power outage.
Reason of Outage:

We have received a Notice of Planned Power Outage from BC Hydro. Our building will be without BC Hydro power from:

. 8:00 pm Sunday, March 16 until 8:00 am Monday, March 17

We do not anticipate any service interruptions since our systems will be operating on backup power (UPS and power generator), and our support staff will be on hand to monitor the situation throughout this time. In case of unexpected problems, however, we recommend that you take appropriate precautions before March 16.


If you have any questions or need additional information, please contact our Client Services Group:

. Telephone: 604-473-9700

. Email: support@smartt.com


Thank you,
Smartt Team

Date: 02/27/2014Potential Outage
Time: 08:00AM - 08:30AM 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: 02/13/2014Expected Outage
Time: 12:00AM - 6:00AM PT
Duration: 5 Minutes
Affected Customers: Cable connections
Reason of Outage:

Please be advised between the hours of 12:00 AM to 6:00 AM on 13-Feb-14 Shaw will be performing some changes to their network within the Anderson/Granville area in Vancouver. This will cause a short disruption of services to customers during this change which is expected to last less than 5 minutes in duration.


We apologize for any inconvenience this may cause.

Date: 02/12/2014Current Outage
Time: 02/12/2014 02:15AM PT - 02/17/14 01:00AM PT
Duration: 5 days
Affected Customers: IPI Photo customers
Reason of Outage:

There was a hardware failure on one of IPI Photo servers last night. Smartt team is still working to resolve the issue as soon as possible. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

The issue was resolved early this morning, IPI websites should be back up and running as normal.

Date: 02/11/2014Potential Outage
Time: 03:00PM - 05:00PM PT
Duration: 2 Hours
Affected Customers: No customer should be affected by the UPS maintenance.
Reason of Outage:

We will be performing routine UPS maintenance on February 11, 2014 from 03:00PM to 05:00PM PT. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 01/31/2014New Software Release
Time: N/A
Duration: N/A
Affected Customers: All Smartt Customers
Reason of Outage:

Starting Tuesday February 11th, our new office operation hours will be changed to the following: 

8:00am - 5:00pm Pacific Time (Monday to Friday)

For any off-hour emergency support, the process remains unchanged.

If you have any questions or concerns, please feel free to contact us. 

Date: 01/27/2014Past Outage
Time: 2:35PM 01/27/2014 - 4:00PM 01/28/2014
Duration: 25.5 Hours
Affected Customers: Chilliwack Dialup Customers
Reason of Outage:

A power outage caused our Dialup modem pool to go offline. We are currently working to get this issue resolved.

If you have any questions or concerns, please feel free to contact us. We apolgize for the inconvenience.

Date: 01/20/2014Past Outage
Time: 03:38PM - 03:43PM PT
Duration: 5 Minutes
Affected Customers: All Smartt clients who used SSL mail service.
Reason of Outage:

Smartt mail SSL service was interrupted for about 5 minutes. However, this issue was quickly resolved at 4:43PM. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 01/28/2014Potential Outage
Time: 08:00AM - 17:00PM PT
Duration: 8 Hours
Affected Customers: No customer should be affected by the UPS maintenance.
Reason of Outage:

We will be performing routine UPS maintenance on January 28, 2014  from 08:00AM to 5:00PM PT. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date:

01/08/2014 Past Outage
Time: 11:00AM - 11:50AM PT
Duration: 50 Minutes
Affected Customers: Smartt Phone System
Reason of Outage:
We are experiencing a phone service outage. However, all other services are still running normaly. If you would like to contact Smartt staff, please use our email addresses. Our general emails are billing@smartt.com, support@smartt.com, sales@smartt.com.
 
If you have any questions or concerns, please contact us at support@smartt.com. We apologize for the inconvenience.
Date: 12/13/2013 Expected Outage
Time: 10:00PM - 10:30PM PT
Duration: 30 Minutes
Affected Customers: All Failover Connections
Reason of Outage:
We will be performing a routine firmware upgrade on our Failover Main Router. This process will take place from 10:00PM- 10:30PM and will cause an interruption in Failover services.
 
If you have any questions or concerns, please contact us at 604-473-9700 or at support@smartt.com. We apologize for the inconvenience.
Date: 11/13/2013 Expected Outage by Telus
Time: 01:00AM - 05:00AM PT
Duration: 20 Minutes per circuit
Affected Customers: All PPPoE/Arista Connections
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. 
 
Thank you from TELUS.
Date: 10/29/2013 Expected Outage by Telus
Time: 01:00AM - 05:00AM PT
Duration: 10 Minutes per circuit
Affected Customers: All PPPoE/Arista Connections
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. 
 
Thank you from TELUS.
Date: 10/18/2013 Past Outage by Telus
Time: 08:40PM - 10:00PM PT
Duration: 1 Hour and 20 Minutes
Affected Customers: Multiple Internet Connection Types
Reason of Outage:
TELUS was experiencing some traffic routing issues. Telus technicians were aware of the outage and trying to resolve the issue as soon as possible.

Please note that clients without a redundant connection will experience a loss of service. We apologize for any inconvenience this may cause. 
 
Thank you from TELUS.
Date: 09/24/2013Past Outage
Time: 09:00AM- 01:30PM PT
Duration: 4 Hours 30 Minutes
Affected Customers: All Customers with Incoming Email Service
Reason of Outage:
The issue with incoming email service was resolved around 01:30PM. Incoming emails that were sent during the outage will slowly begin to come in.
 
We apologize for the inconvenience.
Date: 09/23/2013Past Outage
Time: 08:00AM - 09:00AM PT
Duration: 1 Hour
Affected Customers: All Customers with Email Service
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.
 
If you have any questions or concerns, please contact us at 604-473-9700 or at support@smartt.com. We apologize for the inconvenience.
Date: 09/16/2013PastOutage
Time: 09:00AM - 11:00AM PT
Duration: 2 Hours
Affected Customers: All Customers with Email Service
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.
 
If you have any questions or concerns, please contact us at 604-473-9700 or at support@smartt.com. We apologize for the inconvenience.
Date: 07/26/2013PotentialOutage
Time: 01:00AM - 02:00AM PT
Duration: 1 Hour
Affected Customers: All Customers
Reason of Outage:
On July 27, 2013, We will be performing a routine firmware upgrade on our firewall. This process will take place from  1:00AM- 2:00AM and could cause minimal interruption in services.
 
If you have any questions or concerns, please contact us at 604-473-9700 or at support@smartt.com. We apologize for the inconvenience.
Date: 07/03/2013 PastOutage by Telus
Time: 01:10AM - 04:20AM PT
Duration: 3 Hours and 10 Minutes
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: 05/25/2013 PastOutage
Time: 05:10AM 05/25/2013 - 10:40AM 05/27/2013 PT
Duration: 53 Hours & 30 Minutes
Affected Customers: Chilliwack dialup customers
Reason of Outage:

There was an issue on Chilliwack dialup server over the weekend. The issue has been resolved on Monday monrning. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

Date: 05/24/2013PotentialOutage
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: 05/07/2013PastOutage
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: 05/07/2013PastOutage
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: 04/08/2013PastOutage
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: 03/31/2013ExpectedOutage
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: 03/20/2013PotentialOutage
Time: 07:30AM - 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: 03/14/2013 PastOutage 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 PotentialOutage 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: 02/20/2013PotentialOutage
Time: 07:30AM - 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: 02/10/2013 ExpectedOutage 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: 01/17/2013PotentialOutage
Time: 07:30AM - 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: 12/07/2012PastOutage
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 PotentialOutage
Time: 07:30AM - 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 PastOutage
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 PastOutage
Time: Between 7:00 AM - 8:00 AM
Duration:
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 PotentialOutage
Time: 07:30AM - 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 PastOutage
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 ExpectedOutage
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 ExpectedOutage
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 New Software Release
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 PastOutage
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 New Software Release
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 PastOutage
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 PastOutage
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 PotentialOutage
Time: 07:30AM - 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 PastOutage
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 PastOutage
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 PastOutage
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 PastOutage
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: 06/22/2012ExpectedOutage 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: 06/21/2012ExpectedOutage 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 PotentialOutage
Time: 07:30AM - 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: 06/17/2012ExpectedOutage
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: 06/11/2012PastOutage
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 occurrence. If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.
Date: 06/08/2012ExpectedOutage 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: 05/22/2012ExpectedOutage 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: 05/18/2012ExpectedOutage 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 PotentialOutage
Time: 07:30AM - 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: 05/02/2012PastOutage
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: 04/26/2012PastOutage
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 PotentialOutage
Time: 07:30AM - 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 ExpectedOutage
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 PotentialOutage
Time: 07:30AM - 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 PastOutage
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 PastOutage
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 PotentialOutage
Time: 07:30AM - 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: 02/14/2012PastOutage
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: 02/14/2012PastOutage
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: 02/08/2012PastOutage
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: 01/30/2012ExpectedOutage
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: 01/30/2012ExpectedOutage
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: 01/26/2012PastOutage 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 PotentialOutage
Time: 07:30AM - 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: 01/09/2012PastOutage
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 PastOutage
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 PotentialOutage
Time: 07:30AM - 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 PotentialOutage
Time: 07:30AM - 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 ExpectedOutage
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 PotentialOutage
Time: 07:30AM - 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 PotentialOutage
Time: 06:00PM - 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 PotentialOutage
Time: 05:30PM - 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 ExpectedOutage
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: 09/08/2011PastOutage
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: 08/11/2011ExpectedOutage 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: 08/10/2011ExpectedOutage
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 - 08/04/2011PastOutage
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 PotentialOutage
Time: 05:30PM - 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 ExpectedOutage
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 PastOutage
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: 06/30/2011PastOutage 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: 06/27/2011PastOutage
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: 06/26/2011PastOutage
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: 06/23/2011PastOutage
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 PastOutage
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 ExpectedOutage
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: 06/17/2011PastOutage
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 New Software Release
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.

 
If you receive this message, DO NOT reply to it with any account information. Delete the message immediately.

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 ExpectedOutage
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  PotentialOutage
Time: 05:30PM - 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  ExpectedOutage
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  PastOutage
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.

Head Office

#113-3855 Henning Drive
Burnaby,
BC V5C 6N3 Canada

Phone

Toll Free
in North America: 1-888-407-6937
Tel: 604.473.9700
Fax: 604.473.9080

Email

support@smartt.com

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