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Concerning the recent problems affecting certain
websites we host and their email and webmail access,
this issue was due to a server failure in the data
centre which, due to the amount of data involved,
has taken about 48 hours to resolve. Websites should
now be accessible but email and webmail may not be
as yet.
Expected completion of this issue is expected at
around 3.00pm today - 13/6/2008
Migration of data
to the new hardware has now been completed. Our
engineers are now restoring security points and file
permissions to individual client sites, in
alphabetical order. Therefore sites and mail
services will begin to resolve for customers between
now and 6pm tonight - 13/6/2008.
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LATEST STATUS REPORT
You may be aware that ongoing emergency maintenance
has been taking place on this web server (47) since
Wednesday which will have impacted, at different
times, access to websites, e-mail and FTP services
hosted on this server.
During the course of Wednesday 11 June server 47
suffered a catastrophic failure of it's on board
RAID controller, which handled the array of disks
used to store customers website, database and e-mail
files. After initial attempts to rebuild the
degraded RAID array failed, our engineers
recommended the course of action of moving all sites
and services from this machine over to a brand new
server, server51.
We have been unable to retrieve customer data
directly from the failed server itself due to the
extremely degraded performance of the disks and as a
consequence have restored all website data from the
latest level 0 (full) backup we held for this
machine onto the brand new machine on which you will
now find your affected sites hosted. By doing this
we have been able to maintain the performance of
server 47 enough to continue serving customers
websites from the machine for the last 36 hours.
This was preferable to enforcing an extended period
of downtime for our customers website operations
while our engineers worked through the night to
migrate information to the replacement web server.
To maintain server 47 in a semi-functional condition
during the migration we were forced to periodically
make email and FTP access unavailable for clients.
We apologise for this unavoidable aspect of the
migration.
Our engineers have been unable to migrate copies of
emails that users have stored on server 47
regrettably, as our backup services do not copy
individual mailboxes. However, e-mails from the last
48 hours should filter into the relevant mailboxes
over the course of the next 24 hours from ours and
remote mail queues.
We are also pleased to inform affected customers
that we have been able to obtain a very recent (i.e.
less than 24 hours old) copy of their MySQL
database, installed and restored these to the new
webserver on which the respective sites are hosted.
Migration of all sites and services to the brand new
web server has now been completed and we are not
anticipating any further issues. However we are
always here to help so if you feel that there are
any remaining issues from this migration, please
contact support in the usual fashion.
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Our
apologies for any inconvenience caused by this issue
which has been outside our control.
For
support on other issues please either email us or
telephone on 0800 026 2515.
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