Support

26th June 2008 08:30

Leased Line Outage (RESOLVED)

We are currently experiencing a leased line outage affecting some of our customers. The problem has been identified as an outage with our supplier which has now been resolved (15:45)

Dave

16th June 2008 14:12

Unplanned Customer Email Outage (RESOLVED)

Due to an unplanned outage on our pop3 email server, mail users that are attempting to download emails via this server will be unable to at the present time. This includes the use of webmail/squirelmail.

Cause: massive influx of email (possibly spam) being sent to our mail server (approx 200,000 per hour)

Resolution: we are currently in the process of selectively removing old email to free up space.

Rajinder

29th May 2008 14:02

Unplanned Customer Email Outage (RESOLVED)

Due to an unplanned outage on our pop3 email server, mail users that are attempting to download emails via this server will be unable to at the present time. This includes the use of webmail/squirelmail. The problem is being investigated and we hope to have it resolved ASAP. RESOLVED 15:55 29/05/0

Dave

07 April 2008 09:00

Unplanned Customer Email Outage (RESOLVED)

Due to an unplanned outage on our pop3 email server, mail users that are attempting to download emails via this server will be unable to at the present time. This includes the use of webmail/squirelmail. The problem is being investigated and we hope to have it resolved ASAP. UPDATE: Fault should be resolved by 2PM today.

Rajinder

04 Mar 2008 10:00

Unplanned ADSL outage due to radius authentication (RESOLVED)

Due to an unplanned outage on our primary radius server, ADSL users that attempted to re-establish their internet connection were blocked from 3am to 10am this morning. This issue has been circumvented and we are currently investigating the cause of the outage.

Rajinder

22 Jan 2007 10:00

Unplanned Server Outage (web3.izrsolutions.com) - (RESOLVED)

A failed HDD on one of our web-servers has caused an outage that will affect approximately 40 customers. We are in the process of rebuilding it and will inform customers as soon as the server is up and running again. Please contact your account manager if you believe your website is affected.

This server is now working, all affected sites are now up - please open a support ticket if you are still experiencing problems.

Rajinder

21 Dec 2007 16:30

Email Service Disruption (RESOLVED)

This issue was resolved as of 03:00 on 20071224.
Dear customer we are currently experiencing problems with our e-mail service, some users ,may have partial or no service, this is affecting a small group of our customers. We are taking the matt er very seriously and apologise for the inconvenience we are actively working to restore full service as soon as possible. We hope this will be resolved today with full service having been restored, however we will be placing twice daily updates regarding the current status on this website. The issue has been identified and is in the process of being resolved. Some customers will already have full service while others will regain service over the week-end. With a final completion date of monday morning.

Matthieu

21 Dec 2007

Email Service Disruption

Dear customer we are currently experiencing problems with our e-mail service, some users ,may have partial or no service, this is affecting a small group of our customers. We are taking the matter very seriously and apologise for the inconvenience we are actively working to restore full service as soon as possible. We hope this will be resolved today with full service having been restored, however we will be placing twice daily updates regarding the current status on this website. Please re-visit this site at 4pm today for the latest information.

Matthieu

Nov/Dec 2007

Email & Webhosting Service Disruption

Due to a unique and unlikely power issue at one of our hosted environments, a catastrophic physical failure of several key systems occurred that caused the service outages recently experienced. The services lost in this event were e-mail and web hosting, whilst backup systems are in place to minimise disruption a small number of our customers experienced a partial and limited service. Once all services were restored, delayed e-mail was then processed which in itself put an incredible strain on the systems, so during this time a structured process was adopted to ensure services remained stable whilst historical and pending mail was processed, this appeared to some customers as a service outage but in fact was just delays. It is worth noting at this point that IZR was not the only casualty of this circumstance, and many service providers are still in a situation of limited service. In order to ever increase customer satisfaction and experience we at IZR are reviewing and actively amending the ways in which service disruption can be avoided in the future. We do adopt industry best practices for our systems however; in this case some limited disruption was unavoidable. These issues are in no way related to the DSL service outages that we.ve been experiencing during this time.

Rajinder

Nov/Dec 2007

DSL outages

IZR is committed to providing leading and valued services to its customer as part of the process of ever increasing performance and value for money. IZR actively monitors circuits and improves them over time in order to deliver faster and more reliable access. As part of this process, migrations to other networking resources are commonly made in much the same way as other service providers do. Unfortunately IZR, among other providers, was subjected to a provisioning error from a major provider which resulted in a small number of DSL circuits being left in a provisioning state with no service. This was quickly rectified once the error was discovered, which was in fact prior to any issues being logged. Customers with enhanced care services are dealt with as a priority, however the highest available attention is given to all customers despite their service having no service level agreements, as with any service provider for DSL circuits. IZR would like to point out that no basic DSL service provides business service level agreements, and we would like to recommend that enhanced care services for such circuits should be considered. Enhanced care is available on all our business DSL services, simply inquire about this with one of our sales agents and this can be quickly and conveniently set up and activated.

Rajinder

2007-12-03 08:00

FTP access to web.izr.com is currently down.

FTP access to our primary web server is currently unavailable. Ongoing server outages over the past fortnight have forced us to recreate several services and we are working diligently to bring them all back up as soon as possible.
If users need to make changes to their website while we work on the problem then please send a ticket to support@izr.com and attach the files for your website that need updating (preferably compressed into a single file) with the URL of the website to be updated in the subject line, along with a short description of which files need to be replaced.

Rajinder

2007-11-30 08:00

Major Service Outage (webmail, POP, IMAP) -
This is resolved.

We are currently experiencing an issue with our mail server.

We are currently suffering a major service outage on our mail server.
We are very sorry for this inconvenience.

Matthieu

2007-11-30 08:00

ADSL issues

ADSL provisionning issue.

We are currently experiencing disruption of ADSL services with a number of circuits. The outage is caused by a migration of the customer services to new equipment in the exchange This migrations onto the new equipment (MSANs) will allow us to provide better service in the near future.

Amongst others the new exchange equipment will allow us to do:
-Service and Speed changes without delay i.e. in real time
-Better diagnostics in case of a customer faults
-Test capabilities for the technical support team, i.e. line speeds and transmission parameters can be changed to see if that resolves a fault whilst the customer is on the phone

Unfortunately during the migration from the old DSL terminating equipment (DSLAMs) unforeseen problems have arisen that the field engineers are now working on. We expect this problem to be resolved today and will attempt to keep customers informed of any new development.

Matthieu

2007-10-25 17:40

Reboot core-network router (resolved)

One of our core routers will be going down for a planned maintenance upgrade that may
cause ADSL connections to disconnect. Once the reboot is complete all ADSL customer routers will
automatically try to re-authenticate over a period of 1 to 2 hours. Connectivity might be lost during
this period but will come back up by this evening. Please reboot your ADSL router if you experience
loss of connectivity.

Rajinder

2007-10-15 14:30

Uplink upgrade

One of our suppliers is upgrading their network for continuous improvement.
This is to happen after 6PM. This means that the network is deemed "at risk".
Our core being fully redundant, we do not anticipate any dropouts.
However you might experience slower connection onto the internet.

Matthieu

2007-10-01 20:40

Unplanned Core Router outage: cr4 (resolved)

At 20:34 we experienced an outage on one of our core network routers.
This was resolved straight away. As a result all ADSL users will require to log on again.
As there will be many users logging on at the same time there may be several attempts required before the connection is re-established.
We are currently monitoring the situation and all is stable.

Matthieu

2007-09-27 11:00

Unplanned mail server outage (POP3) resolved

At 11:00 we experienced a hardware outage on one of our POP3 mail servers.
We are currently in the process of rebuilding the RAID5 array and the issue will be resolved ASAP.
All mail should still work on our backup mail server, but there may be consistency problems (eg: double e-mails) untill the issue is resolved.

Rajinder