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Oct 16 2017

Possibly Intermittent Issues – Effecting Virgin Media Users – Fixed

During the last 30 minutes we have started to receive calls from our userbase that they are unable to login to their instance.

We have identified the problem as a large routing issue to the data center which holds your instance.

We are working with our data center to resolve the issue and will provide updates every 30 minutes until resolve.

In the meantime should you require any further information please feel free to contact cloudsupport@hornbill.com

 

==Update 14:08==

 

We have now resolved the issue with connections to our data center and this appears to be a routing issue with 1 ISP.

We will be conducting a full review and post mortem to identify any steps we could have taken to prevent the issue.

Jun 16 2017

Issue with performance on subset of MSD instances – 15th June 2017 (Resolved)

Yesterday at 15:40 our monitoring services identified an issue with degraded performance on 1 of our Hypervisors hosting a small subset of MSD instances.

During the first 20 minutes yesterday we quickly identified the root cause and began notification of effected customers, whilst in parallel working to resolve the incident.

We had fully recovered at 16:30 and all instances were back to normal.

We have since moved everything off the offending hypervisor as a precaution so that we can now look at ensuring the effected hypervisors stability before its used again.

The root cause of the problem was a disk failure in the raid array and even though this should not have been an issue (we loose a disk in 1 of our many hypervisors on average once every 2 months) it should have used the hot standby and carried on (Infact we lost a disk in this very hyperrvisor at the start of this week, and customers would have been unaware of any issue).

Unfortunately the new disk seems to have had manufacturing defects which meant that it became unusable pretty quickly and because it hadnt finished its rebuild (from the previous disk failure) the hot standbys were not available.

Going forward we have implemented a number of checks to ensure that a disk is error free and ran in prior to being added to the array.

Nov 10 2016

Issue with connecting to MSD and Hornbill via Virgin Media ISP

Some customers may be experiencing issues this morning. This is due to Virgin Media issues in the south of England (Our data centres use both BT and Virgin so are still accessible, however reverse connections and access to instances may be effected if Virgin is your ISP).

Unfortunately this is somewhat outside of our control, however we may still be able to assist by changing your Authentication type if you can access your instance, so please contact cloudsupport@hornbill.com if you are effected.

Update : Virgin Have confirmed that this is an issue at Bromley UK and network engineers have been dispatched with replacement cards to rectify issue. Next update from Virgin is expected at 11AM.

Update : Virgin have started to redirect routes around the effected switch and customers should now be able to access. If you are still having issues and are a virgin customer we recommend you contact virgin support.

Oct 31 2016

Dirty COW

Here at Hornbill we take security very seriously, so when we received notification of CVE-2016-5195 which has been dubbed Dirty COW (Change on Write), we investigated our systems in order to identify if any of our servers were affected by this bug. The bug allows an attacker to potentially escalate a local account via gaining write access to read-only memory to that of root. This issue has existed in linux for nearly 10 years but has only recently become easier to exploit.

Inorder to exploit the bug and have an effect an attacker would need to be able to execute their own code on our servers. Whilst we fully believe this to be impossible (Our servers are never exposed to the outside world except for HTTPS\FTPS and then all the locations that are exposed have strict control including no code execution) we have taken action to patch all our linux servers and this process was completed earlier this morning.

For further information concerning Dirty Cow please see – https://dirtycow.ninja/

Regards,

Hornbill Cloud Support

Jul 20 2016

BT Issues effecting some customers

Some customers may be experiencing issues this morning. This is due to BT issues in the south of England (Our data centres use both BT and Virgin so are still accessible, however reverse connections and access to instances may be effected if BT is your ISP).

Unfortunately this is somewhat outside of our control, however we may still be able to assist by changing your Authentication type, so please contact cloudsupport@hornbill.com if you are effected.

BBC News report on the Issue – http://tinyurl.com/z7v24to

Feb 24 2016

Scheduled MyServicedesk.com Upgrade – 3rd March 2016

We will be upgrading the HTTP server on all Supportworks instance to the latest version on Thursday 3rd March 2016 at 00:30 server time. This release contains a number of security\hardening changes and allows us to maintain our A+ rating for SSL security.

This will require around 5 minutes of downtime during which your services will be unavailable.

This is a server side upgrade only (No changes to any template\configuration) and post upgrade there will be no need to upgrade your client.

If you have any queries concerning the upgrade please feel free to contact cloudsupport@hornbill.com.

Sep 16 2015

Scheduled Maintenance at 02:00 am on 25th Sept 2015

Dear All,

We would like to inform you that we will be replacing FTP services with Hornbill’s web based File Manager on your cloud instance. As you are currently aware that data import files can be uploaded to your instance via FTP (as csv files) for scheduled import scripts, however FTP is unencrypted and any data transferred via an unencrypted protocol is unsafe.

To address this issue, we will deploy Hornbill File Manager on your instance on Friday, 25th September 2015 at 02:00am. Deployment process will take no longer than 10 mins to complete, during this period of downtime your instance will be unavailable.

FTP Service and File Manager will run simultaneously on your instance till 24th October 2015. On 25th Oct 2015 we will switch off FTP services on all Supportworks Cloud instances and you will only be able to use the File Manager to upload data import files. Please note that File Manager is based on RESTful APIs and it is possible to automate uploading of files programmatically.

Detailed user guide for the file manager is available at: https://files.hornbill.com/faq/Cloud/SwFileManager_UserGuide.pdf

Portal will also provide you access to the default customisation folders for self-service, dashboard, report themes and customer images.

Please note that the URL for File manager will be active once this maintenance is complete and user credentials for the portal will be sent directly to the primary contact for your instance.

Should you require any further information about this maintenance please email us at cloudsupport@hornbill.com

Kind Regards
Hornbill Cloud Team

Mar 27 2015

Telephone Issues – 27th March 2015

We are currently experiencing issues with calls inbound to our offices due to an ISP issue. This is not causing any service issue and our emergency line is still available. If you require any assistance please email cloudsupport@hornbill.com rather than phone and we will contact you.

Mar 13 2015

Scheduled Maintenance – March 19th at 2AM Server time

We can inform you that we will be upgrading all Supportworks instances to 7.6.2 SP1 on Thursday 19th March 2015 at 2AM server time (See release note Link below).

https://files.hornbill.com/supportworks/ServicePacks/SW-ESP-7.6.2-SP1-Release-Notes.pdf

This will require around 10 minutes of downtime during which your services will be unavailable.

This is a server side upgrade only (No changes to any template\configuration) and post upgrade there will be no need to upgrade your client.

If you have any queries concerning the upgrade please feel free to contact cloudsupport@hornbill.com

Jan 20 2015

Scheduled Maintenance (26th January 2015 – 2AM Server Time)

We are planning to carry out maintenance on your Myservicedesk.com instance on 26th Jaunary, during the agreed window of downtime, for a period of at most 1 hour. During this period of downtime, your Myservicedesk.com instance will not be available. The maintenance work will involve upgrading your instance to Supportworks ESP v7.6.2. Full release notes are available from the following URL

https://community.hornbill.com/#docviewer?doc=Supportworks-ESP/Version-7.6.2/Release-Notes

The only requirement for connection will be to upgrade your local Windows client which can either be performed post upgrade (Analysts will be prompted at first login) or by pre-installing the client from the following URL

http://files.hornbill.net/supportworks/R_SW_7_6_2/swcli7.msi

If you have any questions/queries regarding this maintenance work, please do not hesitate to contact us on cloudsupport@hornbill.com

Accreditations

IS588876

Uptime SLA

99.5%

Uptime Target

99.95%

Platform Uptime Last Month
Platform Uptime This Month