Reseller cluster outage on Tue 11 January 2011
12/01/2011 16:42
Dear users,
The following is only applicable to reseller server cluster: explorer.sawebserver.com, other reseller clusters and shared hosting servers were not affected:
On Tuesday 11 January 2011 a dns repeater at our data center failed and was replaced immediately by the data center staff. Unlike other issues that can be corrected immediately a repeater requires a dns propagation period, hence the 24 hours you experienced intermitted downtime. We have been monitoring the situation closely for the past 48 hours now and everything is back to normal.
As to the lack of reply to your support requests we litterally received thousands of support tickets and had to work through all and duplicate tickets. If you did not receive a response back from a support technician the chances are that you submitted duplicate tickets and the ticketing system banned your e-mail address and deleted your requests. The latter is put in place to prevent flooding of the system. At the same time we had a scheduled PBX upgrade with Telkom & Opticon to add additional incoming lines causing a massive congestion in live support, telephone support and the ticketing system.
We do understand that all the above is no excuse, we have taken steps and all services are back to normal. We have now also arranged with another data center to provide backup dns services in case it is needed, and additional backed support from local and foreign tech support providers to cover all time zones.
Best Regards,
Shasha W.
Support Manager
