Contact our 24/7 Australian Support Team - 1300 788 862 or open a conversation with our support team through the MySAU Portal

Active Incident
Changes to Equinix IBX Access PoliciesOperational

Incident Status

Operational

Components

Colocation

Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Perth - Equinix PE2


May 28, 2020 5:02PM AEST
May 28, 2020 7:02AM UTC
[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. Thank you.
Performance Issues - NZDegraded Performance

Incident Status

Degraded Performance

Components

Network, Colocation, Cloud Services

Locations

New Zealand


May 22, 2020 1:16PM AEST
May 22, 2020 3:16AM UTC
[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.
Degraded Performance Vmware VPS / Hadraas Operational

Incident Status

Operational

Components

Cloud Services

Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4


May 19, 2020 6:34AM AEST
May 18, 2020 8:34PM UTC
[Investigating] Degraded performance has been noticed with the Vmware VPS / Hadraas and Standard VPS Platforms. Engineers are looking into this now. Symptoms include high load / loss of connectivity.

May 19, 2020 6:59AM AEST
May 18, 2020 8:59PM UTC
[Investigating] Engineers are continuing to identify the source of the disruption and further updates will be provided ASAP. Vmware VPS / VPS / Hadraas Customers Possibly Affected

May 19, 2020 7:42AM AEST
May 18, 2020 9:42PM UTC
[Identified] Engineers have identified the source of the disruption and are working to restore services.

May 19, 2020 8:08AM AEST
May 18, 2020 10:08PM UTC
[Identified] Engineers are now finalising the restoration of affected services impacted this morning. A further update will be provided as post-restoration works are completed.

May 19, 2020 8:49AM AEST
May 18, 2020 10:49PM UTC
[Monitoring] Engineers have been able to restore services after further troubleshooting. Further monitoring is being performed on impacted services at this time while Engineers review further. A post-incident report will be provided once the root cause has been identified.
Performance Issues - NSWDegraded Performance

Incident Status

Degraded Performance

Components

Network, Dedicated Servers, Colocation, Cloud Services

Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2


May 18, 2020 1:36PM AEST
May 18, 2020 3:36AM UTC
[Identified] Engineers have identified performance issues in some NSW facilities caused by increased load on links. Maintenance will be created and sent out shortly with details on how we are planning to resolve this. For any questions or concerns related to this, please feel free to open a new case in the MySAU portal and our Support team will be happy to assist.

May 22, 2020 9:09AM AEST
May 21, 2020 11:09PM UTC
[Resolved] Engineers believed to resolve all issues yesterday morning. If you have any questions or concerns with your services please contact our help desk.

May 25, 2020 9:14AM AEST
May 24, 2020 11:14PM UTC
[Identified] Engineers have identified further performance issues in Sydney and are working on a fix to be implemented ASAP. Further updates will be provided when available.

May 27, 2020 8:41PM AEST
May 27, 2020 10:41AM UTC
[Identified] Engineers are continuing to work with providers to resolve performance issues. We are hoping to have a complete resolution by the 31st of May. Further updates will be provided ASAP.

June 1, 2020 2:47PM AEST
June 1, 2020 4:47AM UTC
[Identified] Unfortunately due to some issues out of our control with upstream providers we were unable to have this completely resolved by the 31st of May. We are still working with upstream providers to add additional capacity where required. We are now aiming to have this completely resolved by the 5th of June.

June 3, 2020 10:39AM AEST
June 3, 2020 12:39AM UTC
[Identified] Engineers have added more capacity in NSW to further improve performance this morning. We will be continuing to work on adding capacity where required over the next two business days in hopes to see this resolved and performance normalised.
Changes to Access to NextDC FacilitiesOperational

Incident Status

Operational

Components

Colocation

Locations

Brisbane - NextDC B1, Brisbane - NextDC B2, Melbourne - NextDC M1


March 31, 2020 4:40PM AEDT
March 31, 2020 5:40AM UTC
[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 https://mysau.com.au

5

Active Incidents

0

Active Maintenances

0

Upcoming Maintenances

Network

Degraded Performance

Dedicated Servers

Operational

Colocation

Degraded Performance

Cloud Services

Degraded Performance

Infrastructure

Operational

Managed Wordpress Hosting

Operational

Service Desk

Operational

xDSL/EFM

Operational

Mail Filter

Operational

History (Last 14 days)

Scheduled Hazard Maintenance - Syncom SYD2Planned Maintenance

Description

During the times listed in this maintenance, engineers will be working with upstream providers to complete testing over one of our backhaul links from Syncom SYD2 to Equinix SY1. No impact is expected to come from these works as traffic will be failed over to redundant paths before the maintenance commences. Feel free to contact our help desk if you have any questions or concerns regarding this.


Components

Network, Dedicated Servers, Colocation


Locations

Sydney - Syncom SYD2


Schedule

June 4, 2020 1:00AM - June 4, 2020 5:00AM AEST
June 3, 2020 3:00PM - June 3, 2020 7:00PM UTC


June 4, 2020 3:50AM AEST
June 3, 2020 5:50PM UTC
[Update] Engineers are now commencing this maintenance.

June 4, 2020 4:10AM AEST
June 3, 2020 6:10PM UTC
[Update] Engineers have now completed the required works for this maintenance.
Emergency Network Maintenance - NSWPlanned Maintenance

Description

During the times listed in this emergency maintenance window, engineers will be performing works to push firmware upgrades to one of our routers in the Equinix SY1 facility. Services currently routing via this router may see a small drop in connectivity while traffic is re-routed via alternate paths. While the works are isolated to the Equinix SY1 facility, services in other NSW facilities may also be impacted during the maintenance window. For any questions or concerns relating to this maintenance, please feel free to contact our help desk by opening a new case in the MySAU portal.


Components

Network, Dedicated Servers, Colocation, Cloud Services


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2


Schedule

June 4, 2020 1:00AM - June 4, 2020 5:00AM AEST
June 3, 2020 3:00PM - June 3, 2020 7:00PM UTC


June 4, 2020 1:13AM AEST
June 3, 2020 3:13PM UTC
[Update] Engineers are now commencing this maintenance.

June 4, 2020 3:18AM AEST
June 3, 2020 5:18PM UTC
[Update] Engineers have now completed this maintenance.
Sydney Routing Issue, Post-MaintenancePartial Service Disruption

Incident Status

Partial Service Disruption


Components

Network


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2



May 27, 2020 6:38AM AEST
May 26, 2020 8:38PM UTC
[Investigating] We have been made aware of a current routing issue affecting Sydney transit post-maintenance this morning. Engineers have been notified and are currently working on the issue - we expect service to return to normal soon

May 27, 2020 7:10AM AEST
May 26, 2020 9:10PM UTC
[Monitoring] Engineers have identified and isolated this incident to one particular device, which has since been resolved. Customers who are still experiencing issues are urged to contact the Support Help Desk.

May 27, 2020 7:50AM AEST
May 26, 2020 9:50PM UTC
[Monitoring] Engineers are still continuing to monitor the network after the disruption experienced this morning - please contact the Support Help Desk if you are still experiencing connectivity issues

June 2, 2020 9:48AM AEST
June 1, 2020 11:48PM UTC
[Resolved] Engineers are working with the last few edge cases remaining.
Performance Issues - WADegraded Performance

Incident Status

Degraded Performance


Components

Network, Dedicated Servers, Colocation


Locations

Perth - Equinix PE2



May 25, 2020 9:15AM AEST
May 24, 2020 11:15PM UTC
[Identified] Engineers have identified performance issues in our Equinix PE2 facility in Perth. A fix is currently in planning to be executed tomorrow morning. Further updates will be provided ASAP.

May 26, 2020 9:57AM AEST
May 25, 2020 11:57PM UTC
[Identified] Engineers are pushing emergency changes to devices in the Equinix PE2 facility due to memory issues on one of our routing devices. To prevent further service impact this will be conducted in the next 5 minutes. Downtime is expected to be no longer than three minutes.

May 26, 2020 10:12AM AEST
May 26, 2020 12:12AM UTC
[Identified] Emergency changes have been pushed out successfully. We are monitoring services for any further impact.

June 1, 2020 2:53PM AEST
June 1, 2020 4:53AM UTC
[Monitoring] Engineers are continuing to monitor the performance in Perth for any further issues.

June 2, 2020 9:48AM AEST
June 1, 2020 11:48PM UTC
[Resolved] No further issues reported.
Stability Issues - Syncom SYD2Operational

Incident Status

Operational


Components

Network, Dedicated Servers


Locations

Sydney - Syncom SYD2



June 1, 2020 9:27AM AEST
May 31, 2020 11:27PM UTC
[Investigating] Engineers are currently investigating issues affecting redundancy on one of our primary switching stacks in the Syncom SYD2 facility. No services are currently impacted although further updates will be provided if there are any performance issues or service impact.

June 1, 2020 10:30AM AEST
June 1, 2020 12:30AM UTC
[Monitoring] Engineers believed to have now resolved the issue with the redundancy. Complete redundancy has been restored although we are still monitoring this for any further events.

June 2, 2020 9:48AM AEST
June 1, 2020 11:48PM UTC
[Resolved] No further issues detected.
HADRaaS vCenter User Interface Emergency MaintenancePlanned Maintenance

Description

We have detected issues with the HADRaaS vCenter appliance which are causing it to run slowly and causing certain user interface elements to fail to load correctly. As such, we have scheduled emergency maintenance to resolve the issues. During the maintenance window, the user interface will be unavailable for use. We expect maintenance to be completed within 1.5 hours, after which, the vCenter appliance will perform optimally. No customer services are affected during this maintenance - just the HADRaaS user interface website.


Components

Cloud Services


Locations

Sydney - Equinix SY3, Sydney - Equinix SY4


Schedule

May 30, 2020 12:00AM - May 30, 2020 1:30AM AEST
May 29, 2020 2:00PM - May 29, 2020 3:30PM UTC


May 30, 2020 12:42AM AEST
May 29, 2020 2:42PM UTC
[Update] finished
Scheduled Hazard MaintenancePlanned Maintenance

Description

During the times listed in this notice, engineers will be performing hazardous works in the Equinix SY1 & Equinix ME1 facilities. These changes will help the current performance issues we are seeing by adding additional capacity where required. No service impact is expected during this time. If you have any questions or concerns relating to this maintenance, please contact our help desk via the MySAU portal.


Components

Network


Locations

Sydney - Equinix SY1, Melbourne - Equinix ME1


Schedule

May 29, 2020 1:00AM - May 29, 2020 5:00AM AEST
May 28, 2020 3:00PM - May 28, 2020 7:00PM UTC


May 29, 2020 2:36AM AEST
May 28, 2020 4:36PM UTC
[Update] Engineers have now commenced this maintenance.

May 29, 2020 2:36AM AEST
May 28, 2020 4:36PM UTC
[Update] Engineers have now completed this maintenance.
Emergency Network Maintenance - NSWPlanned Maintenance

Description

During the times listed in this emergency maintenance window, engineers will be performing works to increase capacity in the Equinix SY1 & SY3 facilities caused by further increased load. Service disruption is expected to be no longer than two minutes while we increase capacity. While the works are isolated to the Equinix SY1 & SY3 facilities, services in other NSW facilities may also be impacted during the maintenance window. For any questions or concerns relating to this maintenance, please feel free to contact our help desk by opening a new case in the MySAU portal.


Components

Network, Dedicated Servers, Colocation, Cloud Services


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3


Schedule

May 27, 2020 1:00AM - May 27, 2020 5:00AM AEST
May 26, 2020 3:00PM - May 26, 2020 7:00PM UTC


May 27, 2020 2:00AM AEST
May 26, 2020 4:00PM UTC
[Update] Engineers are now commencing this maintenance.

May 27, 2020 4:12AM AEST
May 26, 2020 6:12PM UTC
[Update] Engineers have now completed all the required works for this maintenance. If you have any questions or concerns regarding your services that may be related to this maintenance please feel free to contact our help desk.
Scheduled Network Maintenance - VICPlanned Maintenance

Description

During the times listed in the notice engineers will be migrating our routing infrastructure from the NextDC M1 facility to Equinix ME1. Customers that will be directly impacted by this maintenance have already been contacted. If you have any questions or concerns relating to this please don't hesitate to contact our help desk.


Components

Network


Locations

Melbourne - Equinix ME1, Melbourne - NextDC M1


Schedule

May 22, 2020 5:00PM - May 22, 2020 5:00AM AEST
May 22, 2020 7:00AM - May 21, 2020 7:00PM UTC


May 22, 2020 5:01PM AEST
May 22, 2020 7:01AM UTC
[Update] Engineers are now commencing this maintenance.

May 25, 2020 10:39PM AEST
May 25, 2020 12:39PM UTC
[Update] Engineers successfully completed these changes on 22/05/2020.