Temporary Cloud issues | Update: The issue was resolved

 
Author
Message
SysAid Community Manager Product Team
4874
 
Important Cloud Update:

Our entire team has been working nonstop, since yesterday, to try and isolate the cause of the cloud outage in the US instances. We are working to fully understand the root cause of the situation. We are doing everything in our power to resolve this matter, and are testing different things, isolating environments, and are working with top Amazon experts.

We understand how critical it is to be up and running at all times, and take this responsibility very seriously.


We promise to send a root cause analysis after everything is back up and running.

Please accept our sincerest apologies for this situation.

We are committed to personally answering all of your questions and welcome you to contact your account manager or our CEO, Sarah Lahav, directly at: care@sysaid.com.


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Original message:

Hi folks,

We are experiencing server issues on instances: inst04, inst05, inst06 at our Virginia data center.

We are working to correct the issue as soon as possible.

Please refer to the Cloud Status Page for updates.

For all questions, please contact us at care@sysaid.com

Thanks,
Danny

This message was edited 15 times. Last update was at Jan. 10, 2018 10:25 AM

SysAider
3
 
Hi!..

It´s been almost 12 hours since we could have access to the cloud in SysAid. Please let us know what are the disaster recovery options, our end customer is dissapointed. Regards,
SysAid Community Manager Product Team
4874
 
Update:

All services were restored last night at our Virginia data center.
We understand how critical it is to be up and running at all times, and take this responsibility very seriously.


At SysAid we believe in full transparency and are still investigating the cause of yesterday’s server outage. We are working tirelessly to ensure that this issue does not occur again, and will update you as soon as more information becomes available.

We want to apologize and thank you for your patience, while we worked to correct this issue.

Just to reiterate, we take full responsibility for this outage, and understand that you deserve an explanation. We are dedicated to personally answering all of your questions and welcome you to contact your account manager or our CEO, Sarah Lahav, directly at: care@sysaid.com.

This message was edited 1 time. Last update was at Jan. 03, 2018 04:43 AM

SysAider
3
 
Hi!.

Thank you for the information.

Yesterday, we had to operate in the old way; by email and using excel.

What would be the best practices to restore the information that was registered by other means during the outage?

SysAid Community Manager Product Team
4874
 
I suggest discussing this with your account manager using the email address in my previous post to check your options
SysAider
3
 
The service just started to go down. Again. Thank you for your prompt help!. (Already contacted support, and opened a case).
SysAid Community Manager Product Team
4874
 
Important Update:

We regret to inform you that we are still experiencing issues on cloud instances in our US data centers.

Resolving this issue is our top priority.

We will continue to update you on this page, as soon as we have more information to share.

At SysAid, we’re committed to full transparency, and we understand that you deserve an explanation. As soon as we fully understand and resolve this situation, you will receive a root cause analysis.

We’re dedicated to personally answering all of your questions, and welcome you to contact your account manager or myself, directly at: care@sysaid.com.

This message was edited 5 times. Last update was at Jan. 03, 2018 10:47 AM

SysAid Community Manager Product Team
4874
 
Important Cloud Update:

Our entire team has been working nonstop, since yesterday, to try and isolate the cause of the cloud outage in the US instances. We are working to fully understand the root cause of the situation. We are doing everything in our power to resolve this matter, and are testing different things, isolating environments, and are working with top Amazon experts.

We understand how critical it is to be up and running at all times, and take this responsibility very seriously.


We promise to send a root cause analysis after everything is back up and running.

Please accept our sincerest apologies for this situation.

We are committed to personally answering all of your questions and welcome you to contact your account manager or our CEO, Sarah Lahav, directly at: care@sysaid.com.