Performance Issues - NZ
Update - Scheduled Network Maintenance has been booked in next Tuesday morning in plans to resolve the congestion issues seen at this facility - https://status.mysau.com.au/incidents/rlrlzrt000j9
Oct 12, 11:44 AEDT
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 Degraded Performance
New Zealand Operational
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
Scheduled Network Maintenance - Victoria Oct 27, 01:00-05:00 AEDT
During the times listed in this notice, engineers will be performing network maintenance in Victoria. This maintenance will involve firmware upgrades for our core and distribution switching as well as moving new routing infrastructure into production to further increase capacity and redundancy for services in Victoria.

All services in Victoria are expected to be impacted during this window. Whilst this maintenance will be conducted in the Equinix ME1 facility, services in the 5GN MDC facility will also be impacted.

Service Impact Duration: 3x 5-minute interruptions

Please contact our Helpdesk via the MySAU portal if you have any queries or concerns.
Posted on Oct 19, 17:00 AEDT
Past Incidents
Oct 26, 2020

No incidents reported today.

Oct 25, 2020

No incidents reported.

Oct 24, 2020

No incidents reported.

Oct 23, 2020

No incidents reported.

Oct 22, 2020

No incidents reported.

Oct 21, 2020

No incidents reported.

Oct 20, 2020
Scheduled Network Maintenance - NZ
Postmortem - Read details
Oct 20, 10:09 AEDT
Completed - The scheduled maintenance has been completed.
Oct 20, 09:00 AEDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 20, 07:00 AEDT
Scheduled - During the times listed in this notice, engineers will be performing scheduled network maintenance in our NZ facilities to upgrade capacity and redundancy. These changes will also relieve congestion as outlined in https://status.mysau.com.au/incidents/7v1htvtdqm0h

As the works require co-ordination with onsite technicians, the times scheduled have been adjusted accordingly. The maintenance window for these works is set at two hours; however, we don't expect any services to be impacted. At the time of committed changes, some services may see a TCP reset.

Please feel free to contact our help desk should you have any questions or concerns regarding this.
Oct 12, 11:43 AEDT
Oct 19, 2020
Power connectivity disruption to single rack in SYD 1 / SDC
Resolved - Technicians have confirmed all affected services in the rack are now back online. Please contact our team on 1300 788 862 if you believe you are still experiencing a power-related event tied to this incident.
Oct 19, 16:52 AEDT
Monitoring - Power has been restored to the affected rack. Impacted servers are being reviewed now during boot up to restore connectivity and services.
Oct 19, 16:09 AEDT
Update - Onsite technicians are now working to restore power to affected services in the rack. Impacted servers are expected to be online within 10-15 minutes and further checks will be performed shortly.
Oct 19, 15:52 AEDT
Identified - A datacentre technician is now onsite and is reviewing the cause of the power disruption. Further work is being performed to restore power to affected services.
Oct 19, 15:41 AEDT
Investigating - Engineers are currently investigating a reported power connectivity disruption affecting several hosts in a single rack in the Syncom SYD 1 / 5GN SDC datacenter.

Datacenter technicians are being dispatched to review the disruption. A further update will be provided as soon as possible.
Oct 19, 14:58 AEDT
Oct 18, 2020

No incidents reported.

Oct 17, 2020

No incidents reported.

Oct 16, 2020

No incidents reported.

Oct 15, 2020
Network Event - Equinix ME1
Resolved - No further issues reported.
Oct 15, 14:08 AEDT
Monitoring - Engineers are monitoring this further after the device has come back into service from being reloaded.
Oct 13, 16:07 AEDT
Investigating - Engineers are investigating an issue with one of our routing devices in the Equinix ME1 facility.

Due to the current state of this device engineers will be reloading the device to re-establish connectivity.

Some services may see a small amount of disruption while paths fail-over to our secondary router.

We apologise for any inconvenience caused.
Oct 13, 16:00 AEDT
Scheduled Hazard Notice - QLD
Completed - The scheduled maintenance has been completed.
Oct 15, 05:00 AEDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 15, 01:00 AEDT
Scheduled - During the times listed in this notice one of our upstream transit connections will be going down for maintenance in the NextDC B2 facility.

Due to the redundancy we have in QLD traffic is expected to naturally shift to alternate paths during this time therefore no services are planned to be impacted.
Oct 6, 13:18 AEDT
Oct 14, 2020

No incidents reported.

Oct 13, 2020
Network Connectivity Issues - VPS Platform
Resolved - Engineers have observed no further issues or alarms for this platform.
Oct 13, 16:22 AEDT
Monitoring - Our Engineers have identified the issue with the VPS/Cloud Server Platform's Network and have implemented a fix. We will monitor this and take action as needed.
Oct 12, 22:17 AEDT
Investigating - Engineers are currently investigating network connectivity issues on the VPS/Cloud Server Platform. Further updates are due to follow once the information becomes available.
Oct 12, 18:33 AEDT
Scheduled Hazard Notice - NZ
Completed - The scheduled maintenance has been completed.
Oct 13, 05:00 AEDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 13, 01:00 AEDT
Scheduled - During the times listed in this notice, one of our upstream transit providers will be performing maintenance in the Vocus Albany facility.

This maintenance will cause some of our transit connections to go down while our upstream completes the required works.

No services are planned to be impacted due to the redundant nature of our network design.
Oct 8, 16:01 AEDT
Oct 12, 2020

Unresolved incident: Performance Issues - NZ.

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