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Service Interruptions on 10/1 and 10/6

UPDATE: 1:25 PM EDT: We have resolved the issue that was affecting email for some customers. All customers should be able to send and receive email at this time. If you are still experiencing issues, please contact us so that we can investigate further for you. We apologize for this interruption of this critical service. We recognize how important email is for our customers and will be analyzing further ways to mitigate this in the future.

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UPDATE: 11:45 AM EDT: Our network operations team is currently investigating reports from some customers that are unable to send and receive email. We will update this message with more information if the condition persists or to let you know that it's resolved.

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Service Interruption on Tue 10/6

We regret to inform that there was a short recurrence of this network service interruption this morning (10/6) at about 9:05 AM ET.

The interruption was caused by a failure of one of our core routers, which caused an overload on our network. This would have affected some services such as CGI, FTP, Mail, or MySQL. We were able to temporarily fix the issue and restore all services at around 9:45 AM ET. However, we do expect to have a small degradation of services while we continue to make further adjustments to our Network.

We thank you for your patience and understanding during this time. Please continue to check this important system notice for the most up to date information regarding this alert.

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Yesterday, October 1, 2009, we experienced an outage at one of our datacenters. Customers that were housed in that datacenter experienced total connectivity loss for a significant portion of the day.

The outage was caused by a failure of one of our core routers, which caused an overload in our network connections. Due to this overload, we experienced a series of secondary issues that caused connections to our servers to drop.

At this time, we have brought the network traffic back to a nominal state and expect to have 99 percent of our customers up and running with all services running normally. However, we do expect to have a small degradation of services while we continue to make adjustments to our Network. These services may include, CGI, FTP, Mail, or MySQL.

In addition, we are in the process of making improvements to our Network Topology to ensure that we don't experience this type of failure in the future. This will require us to schedule a Maintenance window of down time, so that we can implement the changes. We will schedule this downtime at some point next week, and we will schedule it at a point in time with the least amount of network traffic, to minimize the effects to you.

We thank you for your patience and understanding during this time. Please continue to check your Support Console for the most up to date information regarding this alert.

- 10/06/09 at 22:05 ET


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