Exa Networks - Notice history

System Under Maintenance

Core Network - Operational

100% - uptime
Aug 2024 · 100.0%Sep · 100.0%Oct · 100.0%

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Aug 2024
Sep 2024
Oct 2024

Notice history

Oct 2024

SurfProtect - Server Maintainance
  • Planned
    October 30, 2024 at 6:00 PM
    Planned
    October 30, 2024 at 6:00 PM

    As we endeavour to improve the reliability and performance of our SurfProtect service, we will be carrying out a network card swap on one of our Servers in Manchester. The work will be taking place between 6pm and 8pm on Wednesday evening, and as a result any customers who are using this SurfProtect server will be subject to a 10 minute outage at some point during this window. We understand this may cause some inconvenience for our customers, so we are going to carry out the work out of hours to minimise the disruption. Our Services engineers will ensure the server is fully back up and running before closing of the maintenance window. If you experience any issues following this work, please call our Helpdesk on 0345 145 1234 and the team will be happy to assist.

SurfProtect - Website Classification Outage
  • Update
    Update

    This partial outage has now been resolved and new webpages will be getting scanned and processed within a few seconds again. Sorry again for any inconvenience this will have caused you today. If you are still experiencing any issues where the blue Scanning Content page remains for more than a few seconds, please contact our Helpdesk on 0345 145 1234 and our team will be more than happy to assist.

  • Update
    Update

    -- Our Service engineers have identified and resolved the issue. We are now working through the backlog of classifications and we will be up to date soon. We apologise for any inconvenience this will have caused your school(s) whilst we worked hard to resolve the root cause. We will provide a further updated once the classifications have fully caught up.

  • Investigating
    Investigating

    We are aware of an issue that will be affecting our SurfProtect customers who try to access a website that SurfProtect has never seen before. When you try to access a new website, you will be presented with a blue SurfProtect page with the wording 'Scanning Content', this usually clears in a few second and the page will either be blocked or allowed. Currently this is not happening and the 'Scanning Content' page will remain. Our Services team are currently investigating the issue and we will provide updates as we have them.

SurfProtect - DDoS
  • Resolved
    Resolved

    The DDoS attacks have been fully mitigated and traffic levels have returned to normal. We will continue to monitor the network take the necessary actions should another attack occur. We are now closing down this status, but if you are still experiencing any issues please call our Helpdesk on 0345 145 1234 and we will be happy to help.

  • Investigating
    Investigating

    Our monitoring has identified we are currently subject to multiple large DDoS attacks. Our Networking and Services teams are working to mitigate this currently and traffic levels are reducing. We are also working to identify the source of the attacks and ensure that traffic from these sources are blackholed to remove the knock on effect from other customers. Some SurfProtect customers will remain offline whilst we identify the source, if you are affected, please call our Helpdesk on 0345 145 1234 and we will be happy to assist.

Surfprotect - Hardware Failure Partial Outage
  • Investigating
    Investigating

    Beginning at 03:18 p.m. today, one of our Surfprotect Quantum proxy servers crashed, causing customers using this server to lose service. We have now restored service via this server, and traffic is passing normally again. If you are still experiencing issues with your surfprotect service, please get in touch with our support team at 03451451234.

Sep 2024

SurfProtect - Scanning Content Issue
  • Resolved
    Resolved

    This partial outage has now been resolved and new webpages will be getting scanned and processed within a few seconds again. Sorry again for any inconvenience this will have caused you today. If you are still experiencing any issues where the blue Scanning Content page remains for more than a few seconds, please contact our Helpdesk on 0345 145 1234 and our team will be more than happy to assist.

  • Update
    Update

    Our Service engineers have identified the issue and are confident that the problem will be rectified within the next hour. We apologise for any inconvenience this will have caused your school(s) whilst we worked hard to resolve the root cause. We will provide a further updated once the issue has been resolved.

  • Investigating
    Investigating

    We are aware of an issue that will be affecting our SurfProtect customers who try to access a website that SurfProtect has never seen before. When you try to access a new website, you will be presented with a blue SurfProtect page with the wording 'Scanning Content', this usually clears in a few second and the page will either be blocked or allowed. Currently this is not happening and the 'Scanning Content' page will remain. Our Services team are currently investigating the issue and we will provide updates as we have them.

Reboot of Virtualisation Server
  • Planned
    September 23, 2024 at 9:00 PM
    Planned
    September 23, 2024 at 9:00 PM

    One of the servers in our Customer Services Virtualisation platform has developed an error which requires us to perform a reboot. We will attempt to migrate all Virtual Machines away from the affected server before a reboot is performed, but in the event of unforeseen difficulties it may become necessary to interrupt some services for between 5 and 10 minutes: * DSL and FTTx router authentication * Some components of SurfProtect * Some components of Police CyberAlarm * Webmail We will be performing this work between 22:00 and 00:00 this evening.

LNS Infrastructure Maintenance
  • Planned
    September 19, 2024 at 7:00 PM
    Planned
    September 19, 2024 at 7:00 PM

    Our Network Engineering team will be performing maintenance on our LNS infrastructure to enhance overall performance and reliability. This will involve a system reboot, resulting in a brief period of downtime. This maintenance is part of our ongoing efforts to ensure a smoother and more efficient platform. We appreciate your patience and understanding during this brief service interruption.

London Core Link Disruption
  • Resolved
    Resolved

    Our supplier has confirmed that no underlying issues were identified with the affected link. As a precautionary measure, they have completed remedial cleaning of the fibre to ensure continued stability

  • Update
    Update

    As part of our ongoing efforts to ensure the stability of the network, we have requested our supplier to perform intrusive testing starting at 9:00 PM tonight. This testing will help us confirm that there are no underlying issues. We will provide further updates once the testing is completed.

  • Investigating
    Investigating

    At 08:35, we experienced a brief disruption of approximately ten minutes on our core link between two data centres in the London region. While most traffic would have been rerouted via alternate paths, several customers with Layer-2 extended connections were affected, resulting in service disruptions. The link has now been restored, and we are closely monitoring the situation while conducting a thorough investigation with our supplier.

SurfProtect Quantum - Slow Loading Webpages
  • Resolved
    Resolved

    Following the reboot last night, and close monitoring, we are now happy that the affected server is now operating properly. We will close down this status, but if you are still experiencing any issues with slow loading webpages, please call our Helpdesk on 0345 145 1234 and the team will be happy to investigate.

  • Investigating
    Investigating

    We are aware of an issue that is causing some webpages to load slower than normal. This will only be affecting a small number of our customers who use SurfProtect. Our Services team are actively monitoring the problem and the current plan is to reboot the affected server after 4pm today. The current impact is negligible, but if the monitoring highlights and increases problem, then we will bring the full reboot forward, but this will be communicated via this status beforehand. If you are unsure if you are affected by this partial outage, please feel free to contact out Helpdesk on 0345 145 1234 and we will be happy to check for you. Alternatively, if you go to https://status.surfprotect.co.uk/ from any device seeing the slowness and see a reference to Q16 or Quantum 16 then you are affected.

Aug 2024

Partial Supplier Outage - Leased Line Connections
  • Resolved
    Resolved

    Following the restorative work performed by the suppliers, we have observed stability over the weekend and all connectivity has been restored as a result of this. We do not anticipate any further issues, but if you require any further assistance, please contact our support team on 03451451234

  • Update
    Update

    Our suppliers have advised that the issue is related to a wider incident in the area, one of their core routers has a line card fault, the suppliers are currently in the process of sourcing a spare and tasking out an engineer to attend site to resolve this. Further updates to follow, apologies for any inconvenience caused.

  • Investigating
    Investigating

    We have identified an issue with one of our suppliers that will be affecting Leased Line connectivity for some of our customers. Our Networking team are already liaising with the suppliers and we will provide updates as soon as we have them. If you would like confirmation if your connection is affected, please feel free to contact our Helpdesk on 0345 145 1234 and we will be happy to check for you.

Core Network
  • Resolved
    Resolved

    Our supplier's engineers have resolved the instability on the fibre path between Bradford and Leeds. We do not expect any further issues but will monitor for the remainder of the day.

  • Update
    Update

    Our suppliers have dispatched engineers to investigate the instability we have seen, we will provide further updates as this progresses

  • Investigating
    Investigating

    Our Networking team has identified instability on one of the fibre paths between Bradford and Leeds. This issue will not affect customers, as network traffic is being rerouted through alternate paths. The team is currently liaising with our suppliers, and we will provide further updates as more information becomes available.

Hosted FortiGate Maintenance
  • Planned
    August 15, 2024 at 7:00 PM
    Planned
    August 15, 2024 at 7:00 PM

    Our Networking team will be performing a firmware upgrade of our Fortigate VM32 platform in London to the latest stable release, the upgrade is necessary to ensure the stability and security of our platform. The maintenance will take place on Thursday, 15th of August, from 8 PM to 11 PM, during this period, you may experience interruptions in service. We apologise for any inconvenience and appreciate your understanding.

DarkLight Supplier Outage - Halifax
  • Update
    Update

    Our suppliers have restored connectivity for all circuits affected. If you see any issues with your DarkLight connection please get in touch with our Support Team via 0345 145 1234

  • Update
    Update

    We are sending one of our own engineers to assist the suppliers is resolving the two remaining circuits that are offline. They are due to arrive around 5:55pm and we will have an update shortly after this.

  • Update
    Update

    The majority of the affected circuits have now had connectivity restored, and we are working closely with the suppliers to resolve the remaining circuits. We will update these customers directly, but if you are affected and have not yet reported your connection being offline, please contact our Helpdesk on 0345 145 1234 and we will be happy to assist.

  • Investigating
    Investigating

    Our suppliers' planned maintenance has resulted in an unplanned outage in the Halifax area. Circuits terminating at the Halifax POP will be affected by total loss of service. Our suppliers are investigating this as a high-priority and we'll update our Status page when we receive updates. We are very sorry for any inconvenience this has caused.

Hosted FortiGate Maintenance
  • Planned
    August 08, 2024 at 7:00 PM
    Planned
    August 08, 2024 at 7:00 PM

    Our Networking team will be performing a firmware upgrade of our Fortigate VM32 platform in Manchester to the latest stable release, the upgrade is necessary to ensure the stability and security of our platform. The maintenance will take place on Thursday, 8th of August, from 8 PM to 11 PM, during this period, you may experience interruptions in service. We apologise for any inconvenience and appreciate your understanding.

Aug 2024 to Oct 2024

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