Cristinel Anastasoaie

Scheduled system maintenance on AU datacenter - August 3rd 2014

To ensure the highest levels of performance we will be updating file servers located in our Australia data center. To minimize the customer impact, the update is scheduled at the most convenient hours for the region and will take up to one hour to complete. During the maintenance procedure, publish from Muse, sFTP,  and File Uploads will experience a 30 minutes downtime. Additionally, the site indexing services will not run for approximately 10 hours starting 8 hours before the update window. The website front-ends will not be impacted by the maintenance.

Maintenance schedule:

  • Start date and time: Sunday, August 3rd, 00:00 AM AEST (check datacenter times)
  • Duration: We are targeting a 30 minutes maintenance window

Customer impact:

  • Muse Publish, sFTP, File Uploads, Site replication and some admin section will experience service interruptions
  • Updated site indexes will be available at 2:30 AM AEST

For up to date information about system status, check the Business Catalyst System Status page. We apologize for any inconvenience caused by these service interruptions. Please make sure that your customers and team members are made aware of these important updates.

Thank you for your understanding and support,

The Adobe Business Catalyst Team

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[Updated 30/04/12: Full details of Day 2 social event announced - read more and register at: http://www.prettypollution.com.au/business-catalyst-partner-event]

We're hosting the first official Australian BC Partner conference on 4th June 2012 in Sydney, with a full day of Partner presentations lined up. If you weren't able to make it across to Adobe MAX last year, don't miss out on this great opportunity!

The Adobe-sponsored full day event is free to attend for all Partners and is bound to be a great community building event.

To attend, simply book your spot below. We ask that each staff member from your team who'll be attending fill out the form, so we can best cater and manage the event. Once registered, we'll send you through location details and keep you updated.

 

We'll have special guests Jason Tinnin and Cesar Keller from Simpleflame, plus Brent Weaver from BC Gurus from the US presenting, who in co-operation with leading Australian Partners Brett Stockley from Pretty Pollution and Brendon O'Sullivan from Bosweb Systems will also be organizing a full 2nd day of community building activities.

4 June, 2012 (Day 1) Schedule:

Time

Presenter(s)

Topic

8:30 Jackson Palmer
Welcome and schedule outline
9:00 Liam Dilley Getting started with Liquid markup
9:45 Jason Tinnin  Taking Business Catalyst to the next level - case studies and examples
10:30
Morning tea break
11:00 Brett Stockley + Matt O'Malley Best practices with Business Catalyst
11:45 Jeff Perlman Application smorgasbord - integrate with 30 plus applications via a single portal
12:30
Lunch break
13:30 Mark Barrett Going up the food chain - using sales strategies and internal systems to increase projects value and lock in on-going revenue
14:15 Brent Weaver Positioning and selling your Business Catalyst services
15:00   Afternoon tea break
15:15 Declan Reynolds Effectively outsourcing your Business Catalyst projects
16:00 Tim Gentle Expand your reach - setting up an educated BC sales channel 
16:45 Brendon O'Sullivan Customer care and support best practices
17:30 Jackson Palmer
Thanks and closing
17:45
End of day

5 June, 2012 (Day 2) Schedule:

Join your fellow Partners for a day of fun and networking. We'll have barefoot lawn bowling and open-mic presentations throughout the day at the Balmain Bowling Club, then an after party not-to-be-missed at the CBD Hotel, Sydney.

A big thanks to our Master Partners, Simpleflame, BC Gurus, Pretty Pollution and Bosweb Systems for organizing and sponsoring Day 2. It's free to attend and bound to be a great day of community building.

 

Register your spot at: http://www.prettypollution.com.au/business-catalyst-partner-event

Time

Presenter(s)

Topic

11:00AM - 5:00PM
Balmain Bowling Club
Barefoot bowling, networking, open mic, and a sausage sizzle
6:00PM - 9:30PM
CBD Hotel, Sydney Partner after-party, fully catered, buy your own drinks
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Cristinel Anastasoaie

Business Catalyst Service Maintenance - November 12

To ensure the highest reliability and performance levels for our services, we've scheduled a database server upgrade on our Asia Pacific datacenter. The upgrade is scheduled for Saturday, November 12 at 1:00 AM AEDT time (check local time) and will take one hour to complete.

During the upgrade, customers of our Asia Pacific datacenter (including the Business Catalyst website) will experience 3 windows of 5 minutes each of service interruption. 

Please find below the maintenance schedule and the list of affected services:

  • Start of maintenance: Saturday, November 12, 1:00 AM AEDT time (check local time)
  • End of maintenance: Saturday, November 12, 2:00 AM AEDT time (check local time)
  • Duration: 2 hours
  • Systems affected: Site front-ends, Admin console, Partner Portal, FTP services, API services
  • Customer impact: 3 windows of 5 minutes each of service interruptions

We sincerely apologize for any inconveniences generated by these service interruptions.

The Business Catalyst Team

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Cristinel Anastasoaie

Update: January 2011 Stability and Email Issues

Earlier this year we experienced a series of incidents that caused significant problems for a large number of customers. We had issues with our hosted email services followed by stability problems on our legacy Sydney data center.

In light of this, we are issuing a full month credit for all paid sites that were hosted on the legacy Sydney data center, and those that were using internally hosted email services.

To be more specific, the following sites will receive a full month credit:

  • All paid sites hosted on the AU data center that have been upgraded on or before January 31st
  • All paid sites using the internal Business Catalyst hosted mail service across all data centers, which have been upgraded on or before January 31st 2011

All customers that were affected by these incidents will receive an email announcing the full month of credit.

In addition, we have made some updates to the Partner Portal and site Admin Console, to help partners identify sites that have received the credit and also to help customers understand the period for which the credit has been applied. Thus, the site list in Partner Portal has been updated with a new “Credit” column:

The Partner Portal > Clients > Site details user interface has also been updated to include a notice about the credit:

We’ve updated the Site admin user interface to highlight the period for which the credit has been received:

To issue the full month of credit, we will skip a month of invoicing for websites with monthly billing, and simply postpone the invoice for one month for sites on annual billing. If your site is billed monthly, no invoice will be generated between 15 Apr and 15 May 2011. If your site is billed yearly, the next due invoice will be postponed by one month.

The updates are going to be rolled out in our next week release.

Since the series of incidents, we have managed to solve all email issues by shifting to an externally hosted email provider and migrating all sites from the legacy Sydney data center to a new location.

To prevent similar incidents on our other two legacy datacenters, we have accelerated the migration schedule for both legacy Europe (London) and North America (Ottawa) data centers and we plan to complete this in the first half of 2011.

Once again, we apologize for the inconvenience caused by these outages and thank you for your support. If you have any other questions, please submit a Support Request via your Partner Portal or reach us on Live Chat.

The Business Catalyst Team

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Cristinel Anastasoaie

Asia-Pacific data center migration is completed

Last update: 10:45AM February 20, 2011

We have just finnished the migration of all sites from the Asia Pacific (legacy Sydney) data center to our new data center in Sydney.

Quick summary

  • Sites previously hosted on Asia Pacific (legacy Sydney) DC are now hosted on the new Sydney DC
  • All Sydney sites with internal DNS are now delivered from the new data center and are loading really fast
  • Old Sydney sites with external DNS are delivered through the reverse proxy solution and working fine, performance seems to be stable
  • FTP service does not work for sites with external DNS previously hosted on Asia Pacific (legacy Sydney) DC; you will need to update DNS information to fix this problem
  • Sites hosted on other data center are fully operational, all services are working

At this point systems are stable and we are confident that the migration was successful. Our operations and engineering team are working on final configurations on the new Sydney data center but we can declare that the migration is completed.

You can proceed with updating DNS settings:

If you discover any problem with your site following the migration, please report it to our support team.

Thank you all for your support through the process,
Cristinel Anastasoaie
Adobe Business Catalyst Product Manager

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Cristinel Anastasoaie

Update on migration schedule and duration

Last update: 3:00 AM February 19, Australian EDT

During this week, our engineering and operations teams executed a series of dry-runs to better predict the maintenance window duration as well as identify potential roadblocks.

While we haven't discovered anything that might stop us from going ahead with our migration plans, the exercises revealed that fact that we are reaching the 6 hours limit while executing the plan and therefore have no buffer time left.

In order to mitigate this risk we have decided to add 2 additional hours to the maintenance window. Thus, the migration will start at 12:00 AM February 20 Sydney time and last for 8 hours. Please use a time zone converter to find out the time in your local time zone.

I have udpated the already published communication on the bcstatus.com website to include these updates. Please expect the final email communication to be sent on Saturday, February 19.

Thank you,
Cristinel Anastasoaie
Adobe Business Catalyst Product Manager

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Cristinel Anastasoaie

Important: Final Migration Schedule

Important: For all future updates surrounding the migration, please refer to the dedicated bcstatus.com website.

Last update: 2:00 AM February 19, Australian EDT

This is the final announcement of the Sydney datacenter migration plan. The dry-run has been successfully completed and we have a green light to proceed with the migration plan previously made public.

Important notice: While confident that the migration will take place at the scheduled date and time, we are continuing to investigate migration scenarios. If between this announcement and the scheduled migration time we discover anything that might put the migration at risk, we are going to put our plan on hold until we find a solution.

As part of this migration, all sites located on the legacy Sydney datacenter will experience an offline maintenance window of up to 8 hours. Action will be required on your behalf - please read on for further details.

  • What is happening: We are migrating all sites and BC application infrastructure from Sydney Primus to Sydney Ultimo in one bulk-move
  • Target Start Date/Time: 12:00AM Sunday 20 February 2011 (Australian EDT) | 5:00AM Saturday 19 February 2011 (US Pacific) | 1:00PM Saturday 19 February 2011 (London) | Check local times here
  • Target End Date/Time: 8:00AM Sunday 20 February 2011 (Australian EDT) | 1:00PM Saturday 19 February 2011 (US Pacific) | 9:00PM Saturday 19 February 2011 (London) | Check local times here
  • How Long Will It Take? We will have a scheduled maintenance window of 8 hours, during which all sites hosted on Sydney Primus will be unavailable. Partner Portal access and new site creation will be unavailable at this time as well.
  • What are we doing? We will be replicating all databases between Sydney Primus and Sydney Ultimo. We will also setup a high-speed direct datalink between the 2 locations, to ensure databases are kept in sync prior to the migration. At the scheduled time of the migration we will reconfigure DNS settings and make other related BC architectural changes to point to the new Ultimo Datacenter. We will also need to restart all web servers.

Customer Impact

During the migration Business Catalyst services will be entirely or partially not available. See the below table for a high-level overview of the impacted services depending on their location:

Data centers Impact Details
Asia Pacific (legacy Sydney DC) 8 hours downtime; all services will be unavailable More details below
All other data centers Some services will not be available More details below

Actions required

Following the migration some actions are required on your behalf. Check the below for a summary of necessary actions:

Customers Action required Reason Details
Sites previously hosted on Asia Pacific (legacy Sydney) DC with external DNS Must update their DNS settings to point to the new data center IP address. Sydney legacy data center IP address will be decomissioned 60 days following the migration. More details below
All customers with domains redelegation to BC (including customers on Sydney) Must update nameserver information to point to new Business Catalyst nameservers. Legacy nameservers will be decommissioned  in 60 days following the migration More details below

Customer Impact - details

  • All Customers (on any data center): During the 8 hour maintenance window, you will experience the following:
    • BC Extension for Dreamweaver and Triangle will not work
    • BC Partners won't be able to login into Partner Portal
    • All user management functions will be unavailable (i.e. create user, edit user, delete user)
    • DNS management tools will be unavailable
    • Setting a start page will not work
    • Clicking "Webmail" from the Admin Console will not work
    • Users will receive an error upon logout
    • Users may experience intermittent logouts as session tokens expire
    • Users who are associated with a Partner Site on the legacy DC will be unable to login to all sites
  • Sites hosted on legacy Sydney data center: In addition to the above, all sites hosted on legacy Sydney data center will be offline for the maintenance window of 8 hours. There will be no front-end pages being served or Admin Console access.

If you have sites on the Legacy Sydney DC (Primus) with externally hosted DNS, you will receive a list of these affected sites via email on Friday, February 18.

Once the migration is completed, all sites will be fully functional with two exceptions:

  • Search will be unavailable for up to 2 days for All sites hosted on Asia Pacific (legacy Sydney) data center
  • FTP will be unavailable for Sites hosted on Asia Pacific (legacy Sydney) data center with internal DNS until DNS settings are updated.

Steps you need to take - externally hosted DNS

In order to ensure a smooth migration for your customers, please action the following steps:

Step 1. Email your affected clients our pro-forma notice email

We have published a set of pro-forma notification emails which you can send to your clients to warn them of the upcoming migration and the impact it will have on their site. There are two versions:

  • Whitelabled-email.html is the unbranded version and you should customize and use this version if you are a Premium Partner who has rebranded the CMS. You will need to change the logo at the top and put your own signature at the bottom before sending it out
  • Businesscatalyst-email.html is the BC branded version if you prefer to use our brand and name when sending the email to your clients. It contains the same migration details.

You can download the notification email package here.

Step 2. Set TTL down to 1800 for all client sites that have externally hosted DNS

For partners or site owners with externally hosted DNS, we advise you to set the TTL for your records down to 1800 (30 minutes) during the next week in preparation for the migration so that when you do make the required IP address change following the migration, the settings will take a shorter amount of time to propagate.

In the coming days you will receive a separate email from support@businesscatalyst.com including a complete list client sites under your Partner Portal that have their DNS hosted externally.

Step 3. Following migration, change the IP address of A-Records for all sites with externally hosted DNS

For all sites with externally hosted DNS, you will be required to update your DNS settings with your DNS host following the migration. This involves updating the IP address your domain points to, to match the IP address of the new Sydney Ultimo data center. We recommend that you update your external DNS settings as soon as possible following the migration.

Please refer to this page for detailed instructions on updating your external DNS settings.

The engineering team will be keeping a proxy server in the legacy Sydney Data center so that all requests coming in to the old legacy IP addresses will get routed through to the new data center transparently. Likewise the pages being served will come from the new DC through the proxy server back out to customers. This is not a permanent solution but gives you a longer window in which to make your DNS changes and also lessens impact to your customers when you do make the change. We will likely keep the proxy server running for a minimum of at least 30 days after the migration before we fully decommission the legacy data center.

Steps you need to take - internal (redelegated) DNS

For all other sites (including those hosted on all other datacenters) with domains redelegated to Business Catalyst, you will need to update your DNS redelegation to use our new nameservers. This process involves redelegating your domain from our legacy name servers (which use .businesscatalyst.com sub-domains), to our new name servers (which use .worldsecuresystems.com sub-domains). For instructions please refer to this knowledgebase article. You will have a time window of 60 days to do this following completion of the migration.

Following this date, we will be decommissioning our legacy nameservers.

Stay up to date

For the latest information regarding this upcoming migration, please bookmark and refer to:

As the BC Blog is itself hosted on the legacy AU datacenter, it will be unavailable during the migration. To keep you up to date, we've launched an independent site at bcstatus.com where you'll find all the latest news during the migration period.

Kind Regards,
Cristinel Anastasoaie
Adobe Business Catalyst Product Manager 

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Hello BC partners. My name is Paul Gubbay. I'm the VP of Product Development for Design, Web & Interactive at Adobe and one of the people responsible for the acquisition of Business Catalyst. We are very excited to add Business Catalyst to our Web Pro organization which includes Dreamweaver, Fireworks and BrowserLab. We believe that Business Catalyst is a critical component of a full solution to help Web Pros be successful building multi-screen online businesses.

Sydney Data Center

As you know, we've been going through some growing pains. We've faced several challenges over the past two weeks which have caused significant problems for our customers, including issues with hosted email services and the stability of our original Sydney data center. We are working around the clock to do everything we can to resolve these issues (please reference Eddy's earlier post). Of course these outages are unacceptable for our customers. Therefore, we will issue a full month credit for all sites that were hosted on the legacy Sydney data center & those that experienced issues with hosted mail (details coming soon).

In addition you should know that we have been heavily investing in Business Catalyst:

  • The team has grown to 3 times its original size at acquisition
  • We have recently moved operations to a dedicated IT department within Adobe
  • We have spent millions in brand new data centers that are built with new Adobe supported hardware

New Data Centers

Now, as you may know any new site created in Business Catalyst is automatically hosted in one of our spanking brand new data centers which were spun up to provide reliability and to handle a greater load. Our plan was to migrate sites from the original data centers to the new over the first half of this year.  However, the growth of BC has obviously out-accelerated our plan to migrate to the new data center.  Therefore, we are going to significantly increase the migration process over the next couple of weeks.  Once this is complete and the original data centers are shut down we will see considerably improved reliability.

We will do everything in our power to reduce the impact to the community during this time. However, please understand that we will not be able to accommodate everybody's needs. There is no one perfect time that works for everyone. However, we will try to get as close as possible based on your feedback. We are listening.

Outages

When an outage occurs we have an immediate response team that springs into action and within minutes they enter what we call the "war room". Rest assured that while some of you are waiting for a response, and wondering what is going on there is a full team actively working through every angle to resolve the issues ASAP. For the latest information on any issue and our plans to resolve it, please refer to:

  • Our Twitter feed provides the most recent information and should be updated frequently during the outage. The team has committed to this.
  • Our Blog is updated with more detailed information once we understand the situation and have something valuable to say.

If you are on a forum thread during an outage I would ask that as partners you help direct traffic to one of these two places. You will also see posts from us as well directing users to Twitter or the blog.

The Team

You'll be happy to know that the original BC team has been integrated within Adobe. This is not BC & Adobe. We are one company. Any autonomy that the original BC team maintains is to ensure that they have bandwidth to successfully run their business rather than have a larger company get in the way. There are several people on the Business Catalyst Management team:

  • Bardia Housman – Original founder of BC. Now responsible for strategy and product vision. Please note that Bardia does not run Engineering or Operations.
  • Rocky Offner – Dir. Of Engineering for Web Pro and oversees BC along with Dreamweaver and BrowserLab.
  • Eddy Chan – Product Mgmt. Of course you are all familiar with Eddy.
  • Bogdan Ripa – Dir. Of Engineering for Business Catalyst. Bogdan runs a team of 40+ exceptional engineers that work long hours improving the BC system.
  • Laurent Rouquette – Operations. Laurent is part of a newly formed IT group within Adobe and has recently taken on BC operations. He's been working diligently helping to get the new data centers operational and is overseeing the upcoming migration.
  • Matt Nade - Manager of Customer Support, driving live chat, our Twitter status account and formal Support channels.

Business Catalyst has a bright future at Adobe. And we know that this is possible because we have great Partners. It has been painful to watch some of the recent issues and our top priority is to resolve them and put this behind us. We will get through these growing pains and with the new APIs, BC V3 and many other plans we have in the works, we're setup for a very bright future.

Paul Gubbay
VP of Product Development
Design, Web & Interactive

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