We are planning to upgrade our infrastructure that hosts our US instances on Monday 8th July at 04:00am CDT This is expected to take around 2 hours and should NOT impact availability of instances in any way
The upgrade is to software that manages the cloud infrastructure, and not the actual instance or the Supportworks server (No client change will be required). All our testing has shown (along with 3rd Party vendor confirmation) that there should be no downtime required, however as with all maintenance there is a chance that it doesn’t go to plan (In the unlikely event we would expect no more than 30 minutes of downtime as we will simply revert the changes).
If you have any queries concerning the change please feel free to contact email@example.com
This morning at 10:15am our UK data-centre came under attack from a sophisticated DDOS attack. Our Myservicedesk.com were not the target of these attacks but were on the same network as the target. This meant that traffic to our servers was being intermittently blocked which would have affected some of our users.
Our cloud support team reacted immediately, and the following is a timeline of the events as they unfolded:
10:15 – Our monitoring of servers indicated Slow Ping (average 120ms rather than 20ms) and packet loss (1 in 5)
10:17 – We contacted our data centre to report issue
10:19 – Communication sent to all effected customers
10:20 – We confirmed that a DDOS attack was under-way
10:22 – Our data centre started NULL routing the offending traffic
10:25 – Issue started to clear.
10:31 – Attack fully mitigated and all services returned to normal.
Now the issue has been resolved we will be working with our data-centre to ensure that steps are taken to avoid this in future (Including requesting that the targeted server be removed from the same network segment that hosts your instance).
At 17:15 we started experiencing intermittent network connectivity inside our cloud infrastructure that would have caused service disruption for a small number of our Myservicedesk.com customers. We began investigating the issue immediately, and full service was restored by 18:05.
Our initial diagnosis is that a network error occurred within our data centre providers network, and this disrupted communication between two critical parts of our cloud infrastructure. We have asked them to carry out a full investigation, and will pass these details on to customers as soon as they become available to us.
As always we aim to provide as little downtime as possible, and take outages like this very seriously. We will use any information gathered to further improve our cloud infrastructure and further improve it’s resilience.
We are planning to carry out maintenance on your Myservicedesk.com PRO instance on 12th April 2014, during the agreed window of downtime, for a period of at most 1 hour. During this period of downtime, your Myservicedesk.com PRO instance will not be available. The maintenance work will involve upgrading your instance to ITSM 3.5.3. The details of the functionality available in this release of ITSM can be found on Hornbill’s Customer Portal:
In advance of the upgrade, users can try out the latest version of ITSM by logging in to ukdemo.myservicedesk.com . The login credentials can be found here:
Myservicedesk.com EXPERT and DEVELOPER customers are not affected by this scheduled maintenance.
If you have any questions/queries regarding this maintenance work, please do not hesitate to contact us on firstname.lastname@example.org
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.
You may have experienced some intermittent problems connecting to your instance around 16:05PM. The on-call team were alerted to the problem and they promptly established that there was an issue at our UK datacentre. A call has been logged with our datacentre provider to investigate the issue.
There are no maintenance events scheduled at this time.