New York - Hypervisor 6 Essential maintenance

Scheduled on 28/02/2019 05:00:00 Status Scheduled Estimated finish 28/02/2019 05:30:00

Dear Dediserve users,

Please be aware that at 5.00am Thursday 28th Feb we will be performing essential maintenance and upgrades to Hypervisor 6 in our New York cloud. During which we will need to reboot the system to apply changes, the service should be available within 15 minutes, but we have planned 30 minutes to account for any issues.

If you have received this ticket then you have virtual machines that may be affected by these works. You do not need to do anything, your virtual machines will be gracefully shut down and restarted during the course of the maintenance window.

If you have any questions, please let us know.

Related servers / services

Hong Kong HV2 - RFO

Scheduled on 21/02/2019 13:30:00 Status Resolved Fault / Issue Estimated finish 21/02/2019 18:00:00

Dear Dediserve Hong Kong users,

We'd like to apologize for the issues seen yesterday on HV2 in Hong Kong, the RFO for which is below.

Root Cause: Human Error

What happened?:
During routine disk replacement on one of our storage arrays the on-site engineer accidentally removed several incorrect disks from a degraded array, causing it to fall into a failed state.

What was done to correct this?:
All efforts were made to recover the array but unfortunately, this could not be done, so it was re-built and all services restored from the backups we took as a precaution before the work commenced.

What was the impact?:
All VMs were recovered successfully, however, any data transferred between the time of backup and restore will not have been retained.

What are we doing to prevent this in future?:
We are reviewing the incident with the DC and staff member involved and will be providing additional documentation and training to ensure this does not reoccur.

Apologies again for any inconvenience caused. Please get in touch if we can help any further.

Related servers / services