We are pleased to inform you that the outage experienced by our third-party vendor for managing DNS for myservicedesk.com is now fully resolved. Our Information Security Manager requested the steps taken by the vendor to prevent such an outage from occurring again. The vendor has provided this information, which our infrastructure team is reviewing. We will continue to liaise with the vendor to ensure reliability moving forward. In the meantime, we are improving our monitoring to ensure that any further outage to the DNS service is identified as soon as possible.
If you have any questions on the outage, please do not hesitate to contact email@example.com
At the present time our SaaS customers may be having issues connecting to their instances using their DNS address (customer.myservicedesk.com).
This is due to an issue our DNS provider is having.
They do not currently have an ETA to fix the issue, but you can keep up with any developments on their twitter feed here: http://twitter.com/zerigo
In the mean time you can connect to your SupportWorks instance using the IP address. If you do not have this please contact cloud support.
In order to harness an enhancement to the application backup system, it is necessary to restart your Apache web server. The restart will take approximately 5 minutes, and during that time your myservicedesk.com instance will not be available for use. We are planning to undertake this maintenance on 21 July, at 1am. If you have any questions about this scheduled maintenance, or would prefer to request an alternative timeslot for this work to be carried out, please contact firstname.lastname@example.org