Exa Networks - SurfProtect and Connectivity Issues – Incident details

This incident has been resolved.

The root cause of the outage was patched this morning, and all affected customers are back online.

Our Services team has tested a fix overnight, and we are now in the process of deploying this to all ExaCUBE devices.

We do not anticipate there will be any extended downtime for customers, even prior to the fix being rolled out.

This status will remain open until we have deployed the fix and monitored it for a period of time.

Thank you for your patience and understanding whilst we have been working hard to resolve it for all affected schools.

If you do encounter any issues today, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist.

All affected customers should now be online and able to access the internet again.

Our Services team are still working to fully resolve the issues.

We are continuing to monitor the services, and they will be classified as at risk until this status is formally closed, as there may be intermittent disconnections.

Following the issues with the switch this morning, we are aware that some ExaCUBE/SurfProtect Evolution customers are still having trouble getting online.

Our Services team are working to resolve this as soon as possible.

We will provide further updates as soon as we have any more information.

Our Services team has rerouted the traffic away from the affected switch, and all affected customers should be back online.

Our Services team will continue to investigate.

If you are still having issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to assist.

The outage seems to be related to a partial switch failure in our London data centre.

We are seeing some services being restored, but we are still investigating.

Further updates to follow.