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

All Systems Operational

0

Active Incidents

0

Active Maintenances

4

Upcoming Maintenances

Scheduled Maintenance

Schedule

November 18, 2019 7:00AM - 3:30PM AEDT
November 17, 2019 8:00PM - 4:30AM UTC

Components

Infrastructure

Locations

Melbourne - Equinix ME1

Description

ME1 staff will undergo an evacuation and emergency training to be led by emergency planning service provider. This training would include the facility engineers, field engineers, operations employees and security personnel. Subsequently, a simulated evacuation will be triggered by ME1’s fire service provider announcing to evacuate the building through the Emergency Warning and Intercommunication System - EWIS. During this period, the emergency planning instructor will observe and make recommendations to improve the staff preparedness in dealing with emergency situations. All customers, employees and building occupants would be required to participate in this event by evacuating the building and following the instruction of the emergency marshals

Schedule

November 19, 2019 9:00AM - 12:00PM AEDT
November 18, 2019 10:00PM - 1:00AM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY3

Description

As part of Equinix's ongoing emergency planning program, to ensure high operational safety and emergency response readiness, a fire evacuation drill will be undertaken at SY3 IBX. Please respond as directed by Equinix, the drill should take no longer than 30 minutes. Thank-you in advance for your cooperation.

Schedule

November 20, 2019 7:00AM - 11:00PM AEDT
November 19, 2019 8:00PM - 12:00PM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY4

Description

Equinix is undertaking electrical system expansions as part of their predictive load growth management plan, these works are part of a staged cut over to the second 33KV utility feeder. During this maintenance window, the temporary bus-tie supply feed from HSB-04 will be open and HSB-03 will be cut over to its own dedicated 33KV Utility power feeder. Prior to de-energizing HSB-03, site load will be staged over to Emergency Backup Generators, specialist vendors will then undertake High Voltage (HV) cabling and testing. These works have been fully scripted and comprehensive tests will be performed before placing equipment into service. There is no expected impact to your critical environment and your load will continue to be supported by N+1 block redundancy throughout the upgrade process.
2019 Network Embargo PeriodPlanned Maintenance

Schedule

December 20, 2019 12:00AM - January 7, 2020 11:59PM AEDT
December 19, 2019 1:00PM - January 7, 2020 12:59PM UTC

Components

Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure, Managed Wordpress Hosting, Service Desk, xDSL/EFM, Mail Filter

Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Sydney - Global Switch, Sydney - NextDC S1, Sydney - Vocus, Brisbane - Syncom BNE, Brisbane - NextDC B1, Brisbane - NextDC B2, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus, Perth - Equinix PE2, New Zealand, Sydney, Brisbane

Description

Hi all, We all need a break, and that includes our Servers Australia Network engineers. Over the Christmas and New Year period, please be advised that there will be no changes to our core network over this period, specifically 20th December 2019 to 7th January 2020. All general changes will continue to be made, along with any critical network affecting issues. Please get in touch with us if you have any requirements.

Network

Operational

Dedicated Servers

Operational

Colocation

Operational

Cloud Services

Operational

Infrastructure

Operational

Managed Wordpress Hosting

Operational

Service Desk

Operational

xDSL/EFM

Operational

Mail Filter

Operational

History (Last 14 days)

Partial Disruption to ServicesPartial 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, Sydney - Global Switch, Sydney - NextDC S1, Sydney - Vocus, Brisbane - Syncom BNE, Brisbane - NextDC B1, Brisbane - NextDC B2, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus, Perth - Equinix PE2, New Zealand




November 1, 2019 11:32AM AEDT
November 1, 2019 12:32AM UTC
[Investigating] Engineers are working to identify the cause of multiple disruptions to some services this morning. Some services have experienced intermittent connectivty issues. Engineers are continuing works to identify the root cause. Updates will be provided as soon as possible.

November 1, 2019 12:14PM AEDT
November 1, 2019 1:14AM UTC
[Identified] Engineers believe they have identified a fault and have completed emergency works to rectify the service disruptions being experienced by some clients earlier this morning. Further information will be provided once this has been completed.

November 1, 2019 2:01PM AEDT
November 1, 2019 3:01AM UTC
[Monitoring] The emergency works completed earlier by Engineers has stabilised the network and no further service disruptions are being observed. Engineers will continue to monitor this situation closely to ensure there are no further disruptions. If you are still experiencing any network disruptions please contact our Support Team on 1300 788 862 or through the MySAU Customer Portal.

November 12, 2019 4:10PM AEDT
November 12, 2019 5:10AM UTC
[Resolved] Engineers have confirmed through extensive monitoring this incident has now been resolved. If you require further information please contact our Support Desk via www.mysau.com.au
Connectivity Issues - NSW & VICPartial Service Disruption

Incident Status

Partial Service Disruption


Components

Network, Dedicated Servers, Colocation, Cloud Services


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Sydney - Global Switch, Sydney - Vocus, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus




October 31, 2019 2:13PM AEDT
October 31, 2019 3:13AM UTC
[Investigating] Engineers are investigating connectivity issues in Sydney. Further updates will be provided ASAP.

October 31, 2019 2:19PM AEDT
October 31, 2019 3:19AM UTC
[Identified] Engineers have identified the issue. Current ETA for resolution is 5 minutes.

October 31, 2019 2:27PM AEDT
October 31, 2019 3:27AM UTC
[Monitoring] All affected services should now be restored. If you are continuing to experience connectivity issues to your services please contact our Support Desk on 1300 788 862 or the MySAU Portal. Engineers will continue to monitor this situation.

October 31, 2019 3:15PM AEDT
October 31, 2019 4:15AM UTC
[Monitoring] Engineers have identified a handful of services that are still impacted by this incident. Engineers are organising to perform emergency works. Further details will be provided as soon as available.

October 31, 2019 7:42PM AEDT
October 31, 2019 8:42AM UTC
[Monitoring] An emergency maintenance window has been scheduled in for the 1st of November 2019 between 1 & 5 AM to push updated firmware to selected network devices. During this time customers with services in New South Wales and Victoria may see downtime for up to five minutes whilst these devices are reloading. Further updates to this notice will be provided during the progress of these upgrades. If you have any questions or concerns regarding this, please contact our help desk.

November 1, 2019 3:11AM AEDT
October 31, 2019 4:11PM UTC
[Monitoring] Engineers will shortly be commencing upgrades in our New South Wales POP's. Once completed engineers will be commencing upgrades on the required devices in Victoria.

November 1, 2019 3:50AM AEDT
October 31, 2019 4:50PM UTC
[Monitoring] The majority of our New South Wales POP's have been completed with the exception of our Syncom SYD2 facility. Engineers are commencing upgrades on our Victoria POP's. The upgrade to Syncom SYD2 will be completed after Victoria.

November 1, 2019 4:03AM AEDT
October 31, 2019 5:03PM UTC
[Monitoring] The upgrades to our Victoria POP's is 50% complete. We will be pushing the upgrade to our Syncom SYD2 facility now.

November 1, 2019 4:21AM AEDT
October 31, 2019 5:21PM UTC
[Monitoring] All New South Wales POP's have successfully been upgraded. Our Victoria POP's are planned to be completed in the next 30-40 minutes.

November 1, 2019 4:43AM AEDT
October 31, 2019 5:43PM UTC
[Resolved] Upgrades on our devices in Victoria are now completed. This concludes the maintenance window this morning. Please contact our help desk if you have any issues relating to this maintenance.

November 1, 2019 10:20AM AEDT
October 31, 2019 11:20PM UTC
[Investigating] Engineers are reviewing network changes as further reports have been received regarding service unavailability. A full investigation is currently underway to identify and resolve this issue as soon as possible. Further updates will be provided soon.

November 1, 2019 10:29AM AEDT
October 31, 2019 11:29PM UTC
[Monitoring] Services have started to be restored and network engineers are reviewing this incident further. Some services may still be impacted at this time, but engineers are working closely for any remaining services.

November 1, 2019 11:34AM AEDT
November 1, 2019 12:34AM UTC
[Monitoring] A seperate incident page has been created for the disruptions experienced with some services this morning. Further updates are being published to https://status.mysau.com.au/pages/incident/5a84da739589b51840c50ca1/5dbb7d0ebcdd043c23eee0a1 Any further updates regarding the works performed overnight will be provided here.

November 1, 2019 12:17PM AEDT
November 1, 2019 1:17AM UTC
[Monitoring] Further investigations are still being performed by our Network Team for the disruptions experienced this morning. Updates are being provided under the separate incident as emergency works are being completed.

November 12, 2019 4:09PM AEDT
November 12, 2019 5:09AM UTC
[Resolved] Engineers have confirmed from extensive monitoring this incident has now been resolved. For further details, you can contact the Support Desk on 1300 788 862 or open a Support Conversation.
MySAU Portal TimeoutDegraded Performance

Incident Status

Degraded Performance


Components

Service Desk


Locations

Sydney, Brisbane




November 8, 2019 9:38AM AEDT
November 7, 2019 10:38PM UTC
[Investigating] Engineers are reviewing reports of slow responsiveness when loading and logging into the MySAU Portal. Further work is underway to determine the root cause of this issue and updates will be provided as soon as available. If you need immediate assistance with a Conversation please contact our Support Desk on 1300 788 862.

November 8, 2019 9:54AM AEDT
November 7, 2019 10:54PM UTC
[Monitoring] Engineers have resolved the responsiveness issues are currently investigating further. No further impact to the MySAU portal is expected at this time. Any additional updates will be provided here.

November 12, 2019 4:08PM AEDT
November 12, 2019 5:08AM UTC
[Resolved] Engineers have confirmed from further monitoring this issue has been resolved.

Incident Status

Operational


Components

Network


Locations

Brisbane - Syncom BNE, Brisbane - NextDC B1, Brisbane - NextDC B2, Brisbane - Equinix BR1




November 4, 2019 12:59PM AEDT
November 4, 2019 1:59AM UTC
[Identified] Engineers have identified a problematic network device which has caused partial disruption to some services within Brisbane datacentres. Further information will be provided as soon as available from our Network team.

November 4, 2019 4:50PM AEDT
November 4, 2019 5:50AM UTC
[Resolved] Engineers have found the problem caused by this and have rectified it accordingly. Please feel free to contact our help desk if you have any further issues with your services.

Description

During the times listed in this notice clients with NBN services in Sydney will experience a brief outage lasting no longer than 30 minutes while hardware upgrades are performed by our upstream provider. In the event your service does not restore on completion of the planned event, please reset your interfacing equipment or link. If your service does not restore after the aforementioned reset please contact our help desk to investigate further. If you have any questions or concerns regarding this please feel free to contact our help desk.


Components

Network


Locations

Sydney - Equinix SY1


Schedule

November 3, 2019 12:00AM - November 3, 2019 6:00AM AEDT
November 2, 2019 1:00PM - November 2, 2019 7:00PM UTC



November 3, 2019 12:00AM AEDT
November 2, 2019 1:00PM UTC
[Update] This scheduled maintenance is now commencing.

November 3, 2019 6:00AM AEDT
November 2, 2019 7:00PM UTC
[Update] This scheduled maintenance has now been completed.