Update: January 2011 Stability and Email Issues

Cristinel Anastasoaie - Tuesday, April 05, 2011

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