Exa Networks - Notice history

Some leased line connectivity customers in the south of England will be struggling to get online currently, or have seen intermittent issues around 12.10 We have seen multiple lines drop connectivity and flag on our monitoring systems. Our networking team is investigating from our side, and we will be contacting the suppliers to find out if they are experiencing issues on their side. Most circuits seem to automatically come back online after a few seconds, but we can see a few have remained offline, we are attempting to contact these customers directly. Further updates to follow.

Morning, some customers who use our hosted VM Fortigate firewall in Manchester will have seen issues getting online this morning. The incident occurred at 9:50 am and was fully operational again by 9:58 am. Our Networking team identified this as it was happening and have noted that the CPU had spiked to 100%, this has since dropped back to operational levels and they are investigating what caused this. We are very sorry for any inconvenience this will have caused to affected customers. --- Following the Network team's investigation, the root cause of the CPU spikes was down to a DDoS attack on one of the customers hosted behind the VM Fortigate Firewall. The DDoS resulted in 1 million packets a second hitting the VM platform, causing a temporary spike on the CPU. The customer of the targeted DDOS has been contacted directly. The DDoS has now subsided and our Network team will return to monitoring the network as usual.

We have identified an issue that is causing the Website Analytics and Real-Time Alerts features on Surfprotect to be running slow. As a result, Real-Time Alerts will be delayed in sending out the alert, and any customer looking at the Website Analytics logs will see there is a gap for this morning. All logs still exist on the backend and we will backfill any logs that are missing currently. Our Services team identified this as soon as it happened and they are working to resolve this. Further updates to follow. ---

We are aware that some customers were unable to access the internet when using SurfProtect Quantum this morning at around 9.05 am. The outage lasted 4 minutes, but customers may have noticed performance issues prior. This will have only affected some customers as the issue was only on one of our 14 SurfProtect Quantum servers. The services team identified the issue and had to restart some of the services to bring it back online. Our services team have investigated the issue and identified a couple of changes that they will implement to reduce the risk of this occurring in the future. Any work that needs to be carried out will be posted on this staus prior to it taking place

We are aware of an issue that will be preventing some of our SurfProtect customers from viewing the logs in the website analytics on SurfProtect. The root cause has been identified and an initial fix was rolled out yesterday evening, unfortunately, this has not had the desired effect. As a result, we are carrying out maintenance work this evening to resolve the issue. Please note, that whilst the logs are not visible under the analytics section, all traffic has been logged on the backend servers and will be propagated to the SurfProtect panel once the issue is resolved

We are seeing some performance issues on some of our Manchester Surprotect backend services. All services should now be restored, We can confirm no customers were affected by this.