Twilight Communications :: Degraded Email Performance

Posted by: lancev on Tuesday, August 12, 2008 - 08:34 PM

Email Services: Fully functional.

Description of this past weeks email problems. Email is now currently back up and running as should be. No data was lost. Below is what we had posted notifying customers of the problem.

We understand that email is critical to you and we are in the process of rolling out limited access to mailboxes via Webmail. Over the next few hours you who log in via webmail will find that you can send and receive new messages. You will however not see old mail that has been stored on our servers. This mail is stored on the volumes that are currently being rebuilt and it is therefore not possible for us to give you access to it.

Until service is fully restored, you will NOT be able to access email via desktop programs such as Outlook or Outlook Express. Please use webmail during this time. It may be until this weekend when service is fully restored. You can access webmail at http://mail.twlt.net.

Degraded Performance - restore time is currently unknown

Messages from our vendor.
OpenSRS customers on Cluster A are experiencing the following:

*50% of Cluster A customers have access to their mailboxes via webmail, POP, and IMAP and can review old mail and send mail.

*The remainder of customers have no access via webmail, POP and IMAP and are unable to review old mail or send mail.

*All inbound mail is being queued locally until further notice.

*Our vendor has delivered a part which we are now installing. This hardware device will enable us to continue our work on restoring mailbox access for the remainder of the Cluster A customers.

*Also, once this part is installed and we have tested, we will then implement a change which will enable inbound mail flow for the 50% of customers who have access to their mailboxes.

Our operations team is working onsite at the data center and will be providing regular updates. As well, our Technical Support team is available to receive your calls. We expect our next update within the next 2 hours. We expect to be providing you updates approximately every 2 - 3 hours: (August 13th, 2008: 01:00 AM UTC and 04:00 UTC)

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We are aware of the situation and have taken several calls on the issue. Since we know of the issue, please do not call if it is email related. Please be patient in this matter, if your email is still not working tomorrow without updates to this then please let us know.

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