Fault Report - 6 November 2015

On Thursday, 29th October 2015, Easycallnow customers experienced intermittent issues which delayed user actions, including logging the disposition of outbound calls, which in turn limited the number of outbound calls that could be made. During this time alarms were received on the management systems for some servers, but the actions that caused these alarms was not initially clear. Forensic examination after the event showed that some servers were not correctly distributing the load to the underlying databases, and emergency maintenance was performed. Following the maintenance, neither the symptoms of the alarms have re­occurred and the service incident is now closed.

Timeline:

11:28 ­ Alarms and customer reports show intermittent problems. 13:26 ­ Alarms clear and customer reports stop.
16:30 ­ Emergency maintenance started (no client or service impact) 17:37 ­ Emergency maintenance completed.

Recovery:

  • Low level servers were taken out of service, pro­active maintenance performed, tested, and brought back into service
  • Following recovery action no further alarms have been received, and this incident is now closed
We apologise unreservedly for the inconvenience caused. 
 

 

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