[Skatiechik]

My website and some others I frequent which are all on golf have been up and down today. Currently down.

Can someone fill me in on what is happening and when normality will be resumed?

[MissVXR]

Same on ours, we've submitted ticket but not heard anything back yet,

[iancollington]

Same here. Support ticket raised an hour ago but no response as of yet.

[iancollington]

I've just tried calling support but neither shared nor reseller get phone support out of hours.

[MissVXR]

Originally Posted by iancollington

I've just tried calling support but neither shared nor reseller get phone support out of hours.

not good then

[Matt]

Hi all,

Sorry for the problems last night. We were only aware of this in the early hours as our monitoring did not alert us of the problems as soon as they happened.

We have raised a ticket with Psoft/H-Sphere to find out why this happened as it appears to be related to their control panel software.

Re: telephone support.

We close the phones for general support after hours but in situations such as this where there is an issue with a server that you can confirm is not related to your computer or ISP, call us. We're always on the phones for emergencies no matter what and the announcement on the phone is just so we don't get calls at 2am wanting to setup an email client or problems with FTP that turn out to be a router mid-configuration.

Matt

[iancollington]

Thanks for the reply Matt.

One thing I would like to ask is whether the support tickets are monitored. I raised a ticket just after 9pm which was only about 30 mins after the server went down.

[Matt]

Hi,

Tickets are monitored and I will need to speak to the person who should have been checking those throughout the evening as to why a reply was not sent sooner to the incident.

Also, just a reminder for everyone to add their email to our mailing lists.

XILO News and Status » Mailing Lists

You can subscribe using any email address to any list. We recommend getting the lists that apply to you.

Matt

[iancollington]

Thanks for the quick reply Matt.

With regard to the mailing lists, these just send updates to the blog one for each category right? Unfornately the blog wasn't updated last night once the fault had been discovered and it still hasn't!

Also could I just point you at this thread?

[Matt]

Hi,

No, the blog will relay selected posts to the corresponding mailing list BUT we can also send mails direct to those lists without posting on the blog.

Email notifications were sent out once we were aware of the issue.

Thanks
Matt