Unplanned Support Desk Outage - 11th August 2011 2:30AM

[ross]

Hi Everyone,

There is currently a fault affecting our hosted support desk system (http://support.crucialp.com)

This will impact our Tech Team's ability to respond to ticket's at this current time.

Further updates to come.

[ross]

Hi Everyone,

There is a Power Fault at the DC that hosts our Support Desk.

There is currently no e.t.a on when this will be resolved.

We apologize for this inconvenience, we are working with our DC provider to get this issue addressed.

[ross]

Hi Everyone,

There is currently still no e.t.a on when this fault will be addressed. Our US DC Provider has indicated there is a failed power ATS (Automatic Transfer Switch). They have vendors and electricians on site to investigate.

We are awaiting further updates from our DC provider.

[Websperations]

What is the status of getting this datacenter back online?

If you have not noticed, your US operations are offline, this is not limited to your support desk.

My entire VPS is offline and so are the 30 companies that I host.

Micah
Websperations

[ross]

Hi,

As this forum is for our AU Customers, no reference has been made to our US Hosting. Though we are updating via our Twitter, I would suggest you follow our Twitter page for more details.

As indicated there is a Power failure, as per our Twitter updates our DC provider has not provided an e.t.a.

If we could speed this up, we would. However this fault lies with our DC provider and is an issue they have to address.

[intrasoft]

Could you please hand us some link or mail to contact Crucial Paradigm US since those sites I usually use are[1] down?

Thank you in advance and please excuse the inconvenience... it seems like US operations are having big troubles.

[1] http://www.crucialp.com/
http://support.crucialp.com/
https://www.crucialp.com/client/clientarea.php

[ross]

Hi,

Please monitor our Twitter page for updates regarding our US Hosting Division.

As indicated in this Ticket the Support Desk is impacted, as is our entire US Hosting. So there is no link I can provide you.

In the interim we are providing updates via our Twitter page.

[intrasoft]

Thank you for the fast reply.
Now I'm following Twitter

[Websperations]

Ross, thanks for the reply.

A couple things.

1 - I have been with CrucialP for about 4 years and I have never known you had a twitter account.

2 - Nowhere on the crucialp.com site do you mention your twitter account.

3 - Nowhere do you say or have I ever been told to use Twitter for status updates during outages.

I have no US telephone number since you don't have US telephone support, your AU number isn't being answered because it's outside of business hours, and your entire support system is down.

In scrambling for an answer for my customers I found this forum and I am sure glad I did.

You must have some sort of ETA, I can't keep telling my customers it could be an hour or it could be a couple days. If I lose my customers I can't afford to pay you for your services. Were in a vicious circle here.

Micah

[ross]

Hi,

We have as much information available to us as what I have given you.

If we had more detail we would get them to you.

At this time there is nothing I can do to assist you further but provide updates via our Twitter page.

I understand you are impacted, just like you are asking us for an e.t.a we are doing the same with our DC provider.

I can not get you any further details at this time.