Monday, December 21, 2009

blog.servepath.com down for maintenance

Maintenance Window:
Monday, December 21st, 2009 8:00

Customer Impact:
The Servepath "blog.servepath.com" website is currently unavailable.

Maintenance Details:
Servepath is making software improvements to the blogging website.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH or 415-869-7000 option 2. You may also open a support case at http://my.servepath.com.

Resolved -- Network Issues

**Update @ 15:32 PST**

The network issues has been resolved by our Engineering team. If you have any questions please call ServePath Support (866-321-7284 or 415-869-7000) and we will be glad to help you.

Thursday, September 24, 2009

UPS Maintenance and Generator Run

** Update @ 16:00 PDT **
Generator run for Oct 1st has been canceled. Scheduled maintenance is not affected for Oct 13th

Maintenance Window:

Thursday, October 1st, 10:00 to 17:00 PDT
(Thursday, October 1st, 17:00 to 02:00 GMT)


And

Tuesday, October 13th, 10:00 to 17:00 PDT
(Tuesday, October 13th, 17:00 to 02:00 GMT)

Customer Impact:
There should be no down time. This notice is for advisory purposes only.

Maintenance Details:
Tuesday, October 13th we will be performing maintenance on the UPS system. No downtime is expected as this is regularly scheduled preventative maintenance.

Thursday, October 1st we will be performing a generator run required to ensure contingent power in case of an outage. No downtime is expected as this is a regularly scheduled test.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH or 415-869-7000 option 2. You may also open a support case at http://my.servepath.com.

Friday, July 31, 2009

Resolved -- Level3 Network Issue

At approximately 01:10 PDT we noticed a sharp decline in traffic on our Level3 connection.  Traffic returned at approximately 01:30 PDT and we are currently investigating the cause.

RFO
Level 3 was performing a scheduled maintenance in their internal network during which they inadvertently black-holed all our inbound and outbound traffic for around 20 minutes.  Our traffic didn’t get automatically re-routed through other carriers because our BGP session with our next-hop router at Level 3 stayed up.

Tuesday, July 28, 2009

Completed -- ServePath Emergency Border Router Maintenance

We've discovered a failed power supply on our second border router which will be replaced tonight at 21:00 PDT.

No downtime is expected.

Tuesday, July 21, 2009

Completed -- UPS Maintenance

*** Update 7/29 @ 16:00 PDT ***
The UPS maintenance has been extended to 19:00 PDT.

Maintenance Windows:
Monday, July, 27 2009 10:00 - 17:00 PDT
(Monday, July, 27 2009 17:00  - 00:00 GMT)

Tuesday, July, 28 2009 10:00 - 17:00 PDT
(Tuesday, July, 28 2009 17:00  - 00:00 GMT)

Wednesday, July, 29 2009 10:00 - 17:00 PDT
(Wednesday, July, 29 2009 17:00  - 00:00 GMT)

Customer Impact:
There should be no impact to the power in the facility and no down time is expected.  This is an advisory notice

Maintenance Details:
UPS systems will be undergoing standard quarterly maintenance.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH or 415-869-7000 option 2.  You may also open a support case at http://my.servepath.com.

Tuesday, June 30, 2009

Firewall Outage

At approximately 7:45 PM PDT, we experienced a failure on one of our blades on the Fortinet Firewall. As of 8:45 PM PDT, the blade on the firewall has been restored to service.

Friday, June 19, 2009

Completed -- Private Network Maintenance

Maintenance Window:
Thursday, June 25, 2009 19:00 - 20:00 PDT
(Friday, June 26, 2008 02:00 - 03:00 GMT)

Customer Impact:

The following Services may be affected:

1. GoGrid Cloud Connect
Your dedicated servers will lose connectivity with GoGrid servers

2. Managed Backups & NAS
Your dedicated servers on the private network will lose connectivity to the NAS

3. Managed Server Load balancer
Your real servers may lose connectivity with the load balancer

4. Managed Firewall
Servers behind the firewall may lose connectivity with the firewall

Maintenance Details:
ServePath is replacing a private network core switch.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 866-321-PATH (866-321-7284), or you may open a case at https://my.servepath.com.

Saturday, June 13, 2009

Completed -- Support case system maintenance

** Update @ 6/13 14:15 PDT **
Our support system is back online.  Customers can once again view existing support cases and submit new ones from the portal.

Customer Impact
Our support case system became unavailable due to maintenance by the vendor.  Customers were unable to submit new cases or view existing cases from the customer portal, and ServePath support staff were unable to view or receive updates to existing cases, but phone support was still available

Thursday, June 4, 2009

Reschedule Pending -- Private Network Maintenance

** Update @ 16:00 PDT 6/8 **
Maintenance has been canceled for 6/8.  We will be rescheduling this for the future.

Maintenance Window:
Monday, June 08, 2009 19:00 - 20:00 PDT
(Tuesday, June 09, 2008 02:00 - 03:00 GMT)

Customer Impact:
Your server(s) may lose network connectivity on the private network for up to 30 seconds.

Maintenance Details:
ServePath is replacing a private network core switch.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 866-321-PATH (866-321-7284), or you may open a case at https://my.servepath.com.

Monday, June 1, 2009

Completed -- Generator Run

Maintenance Window:
Thursday, June 4, 2009 19:00 - 23:59 PDT
(Friday, June 5, 2009 02:00 - 07:00 GMT)

Maintenance Details:
Generators are undergoing standard monthly testing.

Customer Impact:
There should be no impact to the power in the facility and no down time is expected.  This notice is for advisory purposes only.

If there are any additional questions before, during, or following the maintenance, please direct them to ServePath Support Center via phone or open a case online at http://my.ServePath.com.

For the latest details on ServePath's systems, datacenter status, and status of this maintenance item, please visit  http://www.gogridstatus.com.  Thank You for your continuing support of ServePath and ColoServe.

Wednesday, May 6, 2009

Remote Power Cycling System Issue

Maintenance Window:

Started: Wednesday May 6, 2009 6:00 pm PST


Customer Impact:
This is a low impact issue. It may affect some customers with a short time delay.

Maintenance Details:

We are currently experiencing an intermittent issue for some customers preventing them from seeing their Power Outlets from the portal for quick power cycling.

If you find this to be a issue for your company please call us at 1-800-979-Colo (2656) or 1-866-321-Path (7284) and a technician will be happy to power cycle your system(s) for you as quickly as possible.

Thank you for your patience while we fix this issue and continue to improve our service for you.




Monday, April 27, 2009

Completed - Emergency Load Balancer Maintenance

Maintenance Window: Monday, April 27th, 2009 18:00 - 19:00 PDT
(Tuesday, April 28th, 2009 01:00 - 02:00 GMT)

Customer Impact:
Your load-balanced server(s) will be unreachable for less than 5 seconds as fail over occurs.

Maintenance Details:
Our hardware load balancing vendor has identified a new bug that causes one of the critical processes to fail causing a fail over from the active to the standby unit. They have created a hotfix, which will be applied during the maintenance window.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2. You may also open a support case at https://my.servepath.com.

Wednesday, April 15, 2009

Resolved -- Localized Power/Cooling Issue

Window:
Wednesday, April 15, 2009 07:13 - 09:30 PDT
(Wednesday, April 15, 2009 14:13 - 16:30 GMT)

Customer Impact:
Some services were interrupted

Details:
There was a brief utility power incident at approximately 07:13 PDT and our backup power system worked as it should.  The cooling system which is managed by the building did not come back online properly and temperatures began to rise.  At this time the cooling system is fixed and the temperature in the data center has stabilized.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2.  You may also open a support case at https://my.servepath.com.

Friday, April 10, 2009

Completed -- System Maintenance

** Update @ 4/13 19:30 PDT **
The maintenance window has been updated.  The new end time is 06:00 PDT.

Maintenance Window:
Tuesday, April 14, 01:00 - 06:00 PDT
(Tuesday, April 14, 08:00 - 01:00 GMT)

Customer Impact:
The customer service portal my.servepath.com, my.coloserve.com, my.upstreamnetworks.com, and order/billing systems will be unavailable.

Maintenance Details:
We are upgrading a core database layer to provide additional capacity to the service.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2.

Thursday, April 9, 2009

Resolved -- Verio Offline

** Update @ 4/10 17:00 PDT **
Verio service has been restored, and traffic is being balanced.  No customers were affected.

Customer Impact
At 05:34 PDT (GMT -7) our BGP session with Verio disconnected.  We're presently working with Verio to resolve the problem.  All traffic automatically failed over to our other transit providers.

Friday, April 3, 2009

Resolved -- Scheduled UPS Maintenance

Maintenance Window:
Tuesday, April 7, 2009, 10:00 - 17:00 PDT
(Tuesday, April 7, 2009, 17:00 - 24:00 GMT)

And

Wednesday, April 8, 2009, 10:00 - 17:00 PST
(Wednesday, April 8, 2009, 17:00 - 24:00 GMT)

Customer Impact:
There should be no down time.  This notice is for advisory purposes only.

Maintenance Details:
Tuesday, April 7, 2009. We will be performing maintenance on the battery cabinets for UPS 1 and 2. No unit will be put into bypass, but we will have limited battery backup during the maintenance.

Wednesday, April 8, 2009. We will be performing battery maintenance and full diagnostic maintenance on UPS 3 and 4. Both units will be placed in bypass (1 at a time) during the maintenance.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2.  You may also open a support case at https://my.servepath.com.

Friday, March 27, 2009

RFO - Network Service Disruption 3/27 @ 19:05 PDT (GMT -7)

Window
Friday, March 27, 2009 19:05 - 19:13 PDT
(Saturday, March 28, 2009 02:05 - 02:13 GMT)

Customer Impact
This event affected many customers

Details
While performing a proactive maintenance on the infrastructure to increase security and improve resilience to malicious attacks against our network, an incorrect configuration command was entered on the border routers which started to gradually block legitimate traffic. As soon as the maintenance engineer was notified by our monitoring tool, the erroneous configuration was reverted, and connectivity was restored.

Wednesday, March 18, 2009

Completed -- System Maintenance

Maintenance Window (Re-scheduled):
Friday, March 20th, 01:00 - 06:00 PDT
(Friday, March 20th, 08:00 - 13:00 GMT)

Customer Impact:
The customer service portal my.servepath.com, my.coloserve.com, my.upstreamnetworks.com, and order/billing systems will be unavailable.

Maintenance Details:
We will be performing internal system upgrades to improve the customer experience.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2.

Tuesday, March 3, 2009

Completed -- Generator Run

Maintenance Window:
Thursday, March 5, 2009 20:00 - 00:00 PDT
(Friday, March 6, 2009 04:00 - 08:00 UTC)

Customer Impact:
There will be no customer impact.

Maintenance Details: 
ServePath will be performing a generator run and all power will be swapped over from city utility to our generators for up to four hours.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2.  You may also open a support case at http://my.servepath.com.