Monitoring - Servers Australia have received the following updates to the NextDC Site Access Policy during the COVID-19 pandemic:

NEXTDC continue to implement the necessary precautionary measures in accordance with our Business Continuity Plan (BCP) to ensure the health and well-being of our people and visitors to our data centres, whilst ensuring the seamless and uninterrupted operations of our facilities.

STAFF HEALTH AND SAFETY MEASURES
In light of the most up to date guidance received from Government officials regarding social distancing, NEXTDC have advanced our contingency plans. Additional precautionary measures, on top of those already in place are as follows;

Essential operations staff only will be positioned at each data centre

Non-essential staff have been requested they work from home until further notice.


ONSITE HEALTH AND SAFETY GUIDELINES
Health and safety for all staff and customers is paramount, therefore effective immediately we will also be introducing the following health and safety measures onsite;

Any person requiring physical access to a NEXTDC location must first obtain a pre-approved access request. This applies to all customers, including those with an approved ID access card

Access requests can be raised in ONEDC, which must be approved prior to attending site

Any person attending a NEXTDC data centre may have their temperature scanned by an infrared thermometer

Any person returning a temperature higher than 37.8 degrees will not be granted access to the facility

Any person pre-approved to access a NEXTDC data centre may be required to confirm their adherence to NEXTDC’s COVID-19 conditions of entry

In accordance with the social distancing guidelines specified by the Australian Government, there are strict limitations in place around the number of people allowed in the main foyer at any given time.


CONDITIONS OF ENTRY
As a reminder, those entering a NEXTDC data centre must adhere to our COVID-19 conditions of entry, including;
In accordance with border control restrictions specified by the Australian Government, any person that has recently travelled from an international location will be required to see out the mandatory 14 day self-isolation process before attending any NEXTDC data centre

Any person subject to a self-isolation period are not be permitted to enter any NEXTDC data centre

Any person experiencing cold or flu-like symptoms including fever, we request they not enter any NEXTDC data centre for a period of 14 days, or until medical clearance is received

Any person that has come into contact with a confirmed COVID-19 case, we request they do not enter our facilities for a period of 14 days from last contact.

We continue to work closely with local authorities and health specialists in order to proactively manage developments as they arise. Any further changes necessary to procedures within our data centres will be communicated as they come to light.

If you have any concerns or questions about access to your NextDC Colocation with Servers Australia please contact our Support Team on 1300 788 852 or through a Support Case in the MySAU Portal
Jul 30, 10:47 AEST
Monitoring - While many governments and businesses have begun the easing or lifting of restrictions relating to COVID-19, please be advised that colocation services in our Equinix-based facilities will be subject to continued protective measures for the health and safety of onsite technicians, employees, and yourself while attending.

Equinix is now requiring that all visitors to their facilities wear a face covering while on-site. While some facilities may be able to provide you with a non-medical-grade mask where supplies allow, Equinix has strongly advised that you come prepared to prevent any delays in accessing your colocation service.

We’ll continue to notify you of any changes to Equinix access procedures as information is made available.
Jul 30, 10:37 AEST
Update - Due to the current COVID-19 restrictions, there are delays on getting hardware and resources to deploy the needed equipment at these sites. The network is stable, and we have alleviated most if not all congestion that was causing issues. There is now just a slow down in speeds to some Services. This should not impact your service.
Aug 10, 00:35 AEST
Update - Engineers now have new equipment installed and will be working on cutting over services as a staged migration approach.

No impact to services is expected during this time however a maintenance notice will be created outlining times that we will be working on this.
Jul 1, 15:22 AEST
Update - Due to delays with upstream providers, engineers were unable to have this completed by the 17th.

We are expecting to have this completed within the next fortnight although further updates will be provided if delayed.
Jun 19, 15:24 AEST
Update - Engineers are planning to have capacity upgrades rolled out to NZ by 5 AM on the 17th of June to resolve the current performance issues.

Further updates will be provided ASAP.
Jun 11, 11:52 AEST
Update - Engineers are still working with contractors to deploy our new network equipment in our NZ POP to resolve the performance issues seen.

Further updates will be provided ASAP.
Jun 9, 09:34 AEST
Identified - Engineers are currently working to resolve performance issues in New Zealand caused by the increased load to these sites.

Further updates will be provided ASAP.
May 22, 13:16 AEST
Regions Degraded Performance
Sydney Operational
Brisbane Operational
Melbourne Operational
Perth Operational
New Zealand Degraded Performance
Services Operational
Cloud Servers Operational
Colocation Operational
Dedicated Servers Operational
Managed Wordpress Operational
Network Operational
Private Cloud Operational
xDSL/EFM Operational
Data Centres Operational
Equinix SY1 Operational
Equinix SY3 Operational
Equinix SY4 Operational
Equinix BR1 Operational
Equinix ME1 Operational
Equinix PE2 Operational
NextDC B1 Operational
NextDC B2 Operational
5GN SDC Operational
5GN MDC Operational
Data Centre 220 Operational
Syncom SYD2 Operational
Service Desk Operational
MySAU Customer Portal Operational
Phone Support Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
vcs.hadraas vCenter Upgrade Oct 1, 01:00-05:00 AEST
As part of our regular maintenance and upgrade schedules, Servers Australia engineers will be completing upgrades to our VPS, Cloud Server, and HADRaaS vCenter.

During this time, the vCenter user interface will be unavailable for customers. All HADRaaS, VPS, and Cloud Server environments will remain operational during this window and no impact to workloads are expected.

Additionally, the following actions will be unavailable during the upgrade, for VMWare VPS and Cloud customers:
* Power actions ( e.g. start / stop / reboot via MySAU portal )
* Remote Console (VNC console) via MySAU portal

During this window, if you require assistance with a VPS or Cloud server please submit a support ticket via MySAU.com.au or call 1300 788 862 and our support team can assist you.
Posted on Sep 24, 16:12 AEST
During the times listed in this notice, network engineers will be making changes on our routing equipment in the Equinix ME1 facility to improve performance and stability.

IPMI remote access, provisioning network, as well as some virtual firewall services will be inaccessible during this window. Servers Australia will be contacting customers with impacted firewall devices directly. The works being conducted will cause these services to be temporarily unavailable for up to ten minutes while we complete the required changes.

Whilst the works are being conducted in the Equinix ME1 facility this may also affect services in all other VIC facilities.

For any questions or concerns regarding this, please contact our Helpdesk by opening a case in the MySAU portal.
Posted on Sep 23, 17:25 AEST
NOTE: This notice is purely hazardous only and for informational purpose.

During the times listed in this notice, network engineers will be making changes on our routing equipment in the Equinix SY1 & SY3 facilities to improve performance and stability.

Whilst the works are being conducted in the Equinix SY1 & SY3 facilities this may also affect services in all other NSW facilities.

No services are expected to be impacted during this time however some services may see a path change and/or TCP session reset.

For any questions or concerns regarding this, please contact our Helpdesk by opening a case in the MySAU portal.
Posted on Sep 23, 17:05 AEST
Past Incidents
Sep 27, 2020

No incidents reported today.

Sep 26, 2020

No incidents reported.

Sep 25, 2020
Completed - The migration has been complete.

If your service is still not responding after this maintenance window has ended, please contact us on 1300 788 862 and our team will assist. Please ensure you have information including your Server Order ID (SAU-XXXX-OR), IP Address and associated Account/Company name.
Sep 25, 03:44 AEST
Update - Technicians have completed the first stage of the migration and all affected services are now en-route to Equinix BR1
Sep 24, 23:50 AEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 24, 23:00 AEST
Scheduled - At this times listed on this maintenance, technicians will be performing a scheduled migration of dedicated servers located in the NextDC Brisbane B1 facility. All clients with affected services have been notified via email in advance of this move.

The expected impact to affected dedicated servers is up to 4 hours per server, while physical equipment is moved between facilities. The expected end relocation time is 6:00 AM AEST.

Further updates will be made available under this maintenance as works commence.

If your service is still not responding after this maintenance window has ended, please contact us on 1300 788 862 and our team will assist. Please ensure you have information including your Server Order ID (SAU-XXXX-OR), IP Address and associated Account/Company name.
Sep 24, 16:12 AEST
Sep 24, 2020

Unresolved incident: Changes to Access to NextDC Facilities.

Sep 23, 2020
Resolved - No further issues reported.
Sep 23, 15:31 AEST
Monitoring - Engineers are continuing to monitor this.
Sep 18, 12:44 AEST
Update - Engineers have deployed the fix and are now closely monitoring the network reachability to ensure there are no reoccurrences. If you continue to experience any connectivity issues please let us know through the MySAU Portal case system https://mysau.com.au or by calling 1300 788 862.
Sep 17, 16:04 AEST
Update - Engineers have begun deploying a permanent fix to resolve the intermittent network reachability to some providers. Once this fix has been completed engineers will be monitoring the environment to ensure no further issues are experienced. Further updates will be posted when this status transitions to monitoring.
Sep 17, 15:20 AEST
Update - Engineers have implemented a temporary fix for some impacted services while a permanent solution has been tested. The current ETA for this permanent solution to be deployed is 3:15PM AEST. Further updates will be posted when this has been completed.
Sep 17, 14:43 AEST
Update - Engineers have identified the issue and are rolling out fixes to impacted customers as quickly as possible. Further updates will be posted here as these fixes are applied.
Sep 17, 14:26 AEST
Update - Engineers are continuing investigations, including with upstream peering and transit providers. As soon as a fix is available it will be implemented to alleviate the issues being experienced.
Sep 17, 12:40 AEST
Update - Engineers are continuing to work on a fix for customers affected by this issue. Further updates will be provided as available.
Sep 17, 11:06 AEST
Identified - Engineers have identified an issue with edge devices which may be causing intermittent connectivity to some providers. We are working on a resolution to this issue and will provide further updates as available.
Sep 17, 08:20 AEST
Completed - The scheduled maintenance has been completed.
Sep 23, 07:00 AEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 23, 06:00 AEST
Scheduled - During the times listed in this notice our Support "cases" system in the MySAU portal will be undergoing improvements. Access to submit a new case, or view/reply to an existing case will not be available during this time.

Our team will still be available to assist you, and can be contacted on 1300 788 862 should you need immediate assistance.
Sep 22, 09:35 AEST
Sep 22, 2020
Completed - The scheduled maintenance has been completed.
Sep 22, 05:00 AEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 22, 01:00 AEST
Scheduled - NOTE: This notice is purely hazardous only and for informational purpose.

During the times listed in this notice, network engineers will be making changes on our routing equipment in the Equinix SY1 & SY3 facilities to improve performance and stability.

Whilst the works are being conducted in the Equinix SY1 & SY3 facilities this may also affect services in all other NSW facilities.

No services are expected to be impacted during this time however some services may see a path change and/or TCP session reset.

For any questions or concerns regarding this, please contact our Helpdesk by opening a case in the MySAU portal.
Sep 14, 14:11 AEST
Sep 21, 2020

No incidents reported.

Sep 20, 2020

No incidents reported.

Sep 19, 2020

No incidents reported.

Sep 18, 2020
Resolved - No further issues reported.
Sep 18, 12:43 AEST
Monitoring - A fix has been deployed which should have resolved connectivity those customers who continued to experience issues. We are actively monitoring the situation for any further changes.

If you continue to experience issues, or have any questions, feel free to open a support ticket via the MySAU portal or call us on 1300788862 (International, dial +61281158888)
Sep 16, 22:53 AEST
Investigating - We are aware that customers in Brisbane are also noticing similar issues or routing loops. Engineers are investigating both regions.
Sep 16, 20:34 AEST
Monitoring - Engineers have identified the issue and are monitoring. This status will be updated with any further information regarding the situation if applicable.
Sep 16, 19:22 AEST
Investigating - Engineers are investigating issues with a device in our Equinix SY1 facility, which may be affecting traffic in other Sydney facilities which traverse this device. Further updates will be provided as available.
Sep 16, 19:04 AEST
Sep 17, 2020
Resolved - No further issues reported.
Sep 17, 02:20 AEST
Monitoring - Engineers are continuing to monitor this for any further alarms & reports.
Sep 14, 14:09 AEST
Identified - We have identified the root cause of the problem and we are currently working on a solution.

Further details will be provided when available
Sep 12, 10:52 AEST
Investigating - Servers Australia have been made aware of possible routing issues starting to occur again after yesterdays event. We are currently investigating the root cause of the problem

Further details will be provided when available
Sep 12, 07:49 AEST
Completed - Due to unforeseen circumstances this maintenance has been cancelled and will be rescheduled in the coming days.

We apologise for any inconvenience caused.
Sep 17, 02:19 AEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 17, 01:00 AEST
Scheduled - NOTE: This notice is purely hazardous only and for informational purpose.

During the times listed in this notice, engineers will be cutting over some services to new network infrastructure in the Equinix ME1 facility.

Whilst the works are being conducted in the Equinix ME1 facility this may also affect clients in the 5GN MDC facility.

No services are expected to be impacted during this time however some services may see a path change and/or TCP session reset.

For any questions or concerns regarding this, please contact our Helpdesk by opening a case in the MySAU portal.
Sep 9, 10:57 AEST
Completed - The scheduled maintenance has been completed.
Sep 17, 02:00 AEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 17, 01:00 AEST
Scheduled - NOTE: This notice is purely hazardous only and for informational purpose.

During the times listed in this notice, engineers will be cutting over some services to new network infrastructure in the Equinix SY1 facility.

Whilst the works are being conducted in the Equinix SY1 facility this may also affect services in all other NSW facilities.

No services are expected to be impacted during this time however some services may see a path change and/or TCP session reset.

For any questions or concerns regarding this, please contact our Helpdesk by opening a case in the MySAU portal.
Sep 9, 11:00 AEST
Sep 16, 2020
Sep 15, 2020
Resolved - Further monitoring over the past week has confirmed all affected backups are now running at regular speeds. Please notify our team if you believe your backups are still affected by this incident.
Sep 15, 08:46 AEST
Monitoring - A fix has been implemented and we are monitoring the results.
Sep 5, 11:49 AEST
Update - We have implemented a fix for the poor backup performance, and have noticed a major performance gain, we will continue to monitor outstanding R1soft backup tasks in the queue.
Sep 5, 11:49 AEST
Update - Engineers have isolated the cause and have scheduled in works for Saturday the 5th September to resolve the issue. Further updates will be posted once the works have been completed.
Sep 4, 21:12 AEST
Identified - Engineers have identified a storage device that is believed to be experiencing slower than normal performance during read/write operations. This has impacted a number of clients that utilise R1soft backups on this storage device.

Works are underway to resolve the cause of the slow performance and ensure all backups are operating at optimal speeds. Further updates will be provided as soon as possible.
Sep 3, 11:19 AEST
Sep 14, 2020
Resolved - No further issues specifically related to this maintenance have been reported.
Sep 14, 14:06 AEST
Monitoring - Engineers have established a direct bi-lat session with the affected IX peer and are monitoring further.

Please contact us if you are still experiencing issues.
Sep 11, 15:07 AEST
Update - Engineers have identified reachability issues to some networks connected to IX that appear to be the root of this issue.

There have been no other issues relating to general routability of traffic.
Sep 11, 10:58 AEST
Identified - Engineers have been alerted to similar reports re-occurring from earlier this morning.

We are investigating potential fixes that can be put in place.
Sep 11, 10:14 AEST
Monitoring - Engineers are monitoring this situation for any further events or alarms after a path to an upstream provider experienced intermittent transmission interruptions.

Currently, routing in Sydney is stable via other upstream providers.
Sep 11, 08:58 AEST
Identified - Engineers have identified the issue occurring and have escalated it to upstream providers to assist in resolving. Further details will be supplied when available
Sep 11, 06:38 AEST
Investigating - Servers Australia are currently aware of possible routing issues affecting some of our network within the Sydney Region. This has been raised with our NOC team to investigate further

We hope to have additional details to provide soon
Sep 11, 06:36 AEST
Sep 13, 2020

No incidents reported.