ServePath System Status

Firewall Outage

2009-06-30T23:40:00.000-07:00

At approximately 7:45 PM PDT, we experienced a failure on one of our blades on the Fortinet Firewall. As of 8:45 PM PDT, the blade on the firewall has been restored to service.

Completed -- Private Network Maintenance

2009-06-19T19:00:00.000-07:00

Maintenance Window:
Thursday, June 25, 2009 19:00 - 20:00 PDT
(Friday, June 26, 2008 02:00 - 03:00 GMT)

Customer Impact:

The following Services may be affected:

1. GoGrid Cloud Connect
Your dedicated servers will lose connectivity with GoGrid servers

2. Managed Backups & NAS
Your dedicated servers on the private network will lose connectivity to the NAS

3. Managed Server Load balancer
Your real servers may lose connectivity with the load balancer

4. Managed Firewall
Servers behind the firewall may lose connectivity with the firewall

Maintenance Details:
ServePath is replacing a private network core switch.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 866-321-PATH (866-321-7284), or you may open a case at https://my.servepath.com.

Completed -- Support case system maintenance

2009-06-13T12:24:00.001-07:00

** Update @ 6/13 14:15 PDT **
Our support system is back online. Customers can once again view existing support cases and submit new ones from the portal.

Customer Impact
Our support case system became unavailable due to maintenance by the vendor. Customers were unable to submit new cases or view existing cases from the customer portal, and ServePath support staff were unable to view or receive updates to existing cases, but phone support was still available

Reschedule Pending -- Private Network Maintenance

2009-06-04T12:00:00.000-07:00

** Update @ 16:00 PDT 6/8 **
Maintenance has been canceled for 6/8. We will be rescheduling this for the future.

Maintenance Window:
Monday, June 08, 2009 19:00 - 20:00 PDT
(Tuesday, June 09, 2008 02:00 - 03:00 GMT)

Customer Impact:
Your server(s) may lose network connectivity on the private network for up to 30 seconds.

Maintenance Details:
ServePath is replacing a private network core switch.

Completed -- Generator Run

2009-06-01T12:00:00.000-07:00

Maintenance Window:
Thursday, June 4, 2009 19:00 - 23:59 PDT
(Friday, June 5, 2009 02:00 - 07:00 GMT)

Maintenance Details:
Generators are undergoing standard monthly testing.

Customer Impact:
There should be no impact to the power in the facility and no down time is expected. This notice is for advisory purposes only.

If there are any additional questions before, during, or following the maintenance, please direct them to ServePath Support Center via phone or open a case online at http://my.ServePath.com.

For the latest details on ServePath's systems, datacenter status, and status of this maintenance item, please visit http://www.gogridstatus.com. Thank You for your continuing support of ServePath and ColoServe.

Remote Power Cycling System Issue

2009-05-06T17:44:00.001-07:00

Maintenance Window:

Started: Wednesday May 6, 2009 6:00 pm PST

Customer Impact:
This is a low impact issue. It may affect some customers with a short time delay.

Maintenance Details:

We are currently experiencing an intermittent issue for some customers preventing them from seeing their Power Outlets from the portal for quick power cycling.

If you find this to be a issue for your company please call us at 1-800-979-Colo (2656) or 1-866-321-Path (7284) and a technician will be happy to power cycle your system(s) for you as quickly as possible.

Thank you for your patience while we fix this issue and continue to improve our service for you.

Completed - Emergency Load Balancer Maintenance

2009-04-27T15:00:00.000-07:00

Maintenance Window: Monday, April 27th, 2009 18:00 - 19:00 PDT
(Tuesday, April 28th, 2009 01:00 - 02:00 GMT)

Customer Impact:
Your load-balanced server(s) will be unreachable for less than 5 seconds as fail over occurs.

Maintenance Details:
Our hardware load balancing vendor has identified a new bug that causes one of the critical processes to fail causing a fail over from the active to the standby unit. They have created a hotfix, which will be applied during the maintenance window.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2. You may also open a support case at https://my.servepath.com.

Resolved -- Localized Power/Cooling Issue

2009-04-15T09:44:00.001-07:00

Window:
Wednesday, April 15, 2009 07:13 - 09:30 PDT
(Wednesday, April 15, 2009 14:13 - 16:30 GMT)

Customer Impact:
Some services were interrupted

Details:
There was a brief utility power incident at approximately 07:13 PDT and our backup power system worked as it should. The cooling system which is managed by the building did not come back online properly and temperatures began to rise. At this time the cooling system is fixed and the temperature in the data center has stabilized.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2. You may also open a support case at https://my.servepath.com.

Completed -- System Maintenance

2009-04-10T15:30:00.000-07:00

** Update @ 4/13 19:30 PDT **
The maintenance window has been updated. The new end time is 06:00 PDT.

Maintenance Window:
Tuesday, April 14, 01:00 - 06:00 PDT
(Tuesday, April 14, 08:00 - 01:00 GMT)

Customer Impact:
The customer service portal my.servepath.com, my.coloserve.com, my.upstreamnetworks.com, and order/billing systems will be unavailable.

Maintenance Details:
We are upgrading a core database layer to provide additional capacity to the service.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2.

Resolved -- Verio Offline

2009-04-09T05:34:00.000-07:00

** Update @ 4/10 17:00 PDT **
Verio service has been restored, and traffic is being balanced. No customers were affected.

Customer Impact
At 05:34 PDT (GMT -7) our BGP session with Verio disconnected. We're presently working with Verio to resolve the problem. All traffic automatically failed over to our other transit providers.

Resolved -- Scheduled UPS Maintenance

2009-04-03T14:30:00.000-07:00

Maintenance Window:
Tuesday, April 7, 2009, 10:00 - 17:00 PDT
(Tuesday, April 7, 2009, 17:00 - 24:00 GMT)

And

Wednesday, April 8, 2009, 10:00 - 17:00 PST
(Wednesday, April 8, 2009, 17:00 - 24:00 GMT)

Customer Impact:
There should be no down time. This notice is for advisory purposes only.

Maintenance Details:
Tuesday, April 7, 2009. We will be performing maintenance on the battery cabinets for UPS 1 and 2. No unit will be put into bypass, but we will have limited battery backup during the maintenance.

Wednesday, April 8, 2009. We will be performing battery maintenance and full diagnostic maintenance on UPS 3 and 4. Both units will be placed in bypass (1 at a time) during the maintenance.

If there are any additional questions please direct them to ServePath Support at 1-866-321-Path or 415-869-7000 option 2. You may also open a support case at https://my.servepath.com.

RFO - Network Service Disruption 3/27 @ 19:05 PDT (GMT -7)

2009-03-27T19:05:00.000-07:00

Window
Friday, March 27, 2009 19:05 - 19:13 PDT
(Saturday, March 28, 2009 02:05 - 02:13 GMT)

Customer Impact
This event affected many customers

Details
While performing a proactive maintenance on the infrastructure to increase security and improve resilience to malicious attacks against our network, an incorrect configuration command was entered on the border routers which started to gradually block legitimate traffic. As soon as the maintenance engineer was notified by our monitoring tool, the erroneous configuration was reverted, and connectivity was restored.

Completed -- System Maintenance

2009-03-18T12:00:00.000-07:00

Maintenance Window (Re-scheduled):
Friday, March 20th, 01:00 - 06:00 PDT
(Friday, March 20th, 08:00 - 13:00 GMT)

Customer Impact:
The customer service portal my.servepath.com, my.coloserve.com, my.upstreamnetworks.com, and order/billing systems will be unavailable.

Maintenance Details:
We will be performing internal system upgrades to improve the customer experience.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2.

Completed -- Generator Run

2009-03-03T10:00:00.000-08:00

Maintenance Window:
Thursday, March 5, 2009 20:00 - 00:00 PDT
(Friday, March 6, 2009 04:00 - 08:00 UTC)

Customer Impact:
There will be no customer impact.

Maintenance Details:
ServePath will be performing a generator run and all power will be swapped over from city utility to our generators for up to four hours.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH (7284) or 415-869-7000 option 2. You may also open a support case at http://my.servepath.com.

Completed -- Private Switch Maintenance

2008-12-05T14:00:00.000-08:00

Maintenance Window:
Tuesday, December 9th, 2008 21:00 - 22:00 PDT
(Wednesday, December 10th, 2008 04:00 - 05:00 GMT)

Customer Impact:
Servers on private switches 3 and 51 will have disrupted connectivity for up to 2 minutes

Maintenance Details:
ServePath is doing some maintenance work on the private network to improve performance.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at +1-866-321-PATH (7284) or 1-415-869-7000, or open a case on-line at https://my.ServePath.com .

Completed -- Fortinet Maintenance

2008-10-10T18:00:00.000-07:00

Maintenance Window:
Tuesday, October 14th, 2008 21:00 - 22:00 PDT
(Wednesday, October 15th, 2008 04:00 - 05:00 GMT)

Customer Impact:
Your servers will become unavailable up to 5 minutes.

Maintenance Details:
Operating system will be upgraded on the Fortinet firewall. ServePath is performing this pro-active maintenance to upgrade to a more stable release of FortiOS.

Completed -- UPS Maintenance

2008-10-03T09:30:00.000-07:00

*** Update 10/8 @ 15:00 PDT ***
The UPS maintenance has been re-scheduled to start on Wednesday, October 17th at 10:00 PDT.

Maintenance Window:
Tuesday, October 16, 2008 from 10:00 - Wednesday, October 17, 2008 00:00 PDT
(Tuesday, October 16, 2008 from 17:00 - Wednesday, October 17, 2008 07:00 GMT)

Customer Impact:
There should be no impact to the power in the facility and no down time is expected. This is an advisory notice

Maintenance Details:
All UPS (uninterruptible power supply) systems are undergoing periodic maintenance sequentially (total of four). This is preventative maintenance, and will last fourteen (14) hours.

If there are any additional questions before, during, or following the maintenance please direct them to ServePath Support at 1-866-321-PATH or 415-869-7000 option 2. You may also open a support case at http://my.servepath.com.

Completed -- Storage Area Network (SAN) Maintenance

2008-07-18T18:15:00.000-07:00

Maintenance Window:
Tuesday, July 22, 2008 21:00 - 22:00 PDT
(Wednesday, July 23, 2008 04:00 - 05:00 GMT)

Customer Impact:
The Storage Area Network (SAN) and managed backup services will become unreachable for up to two minutes. However, due to the retry mechanisms built into the iSCSI protocol, your applications should simply I/O block until the service comes back online.

Maintenance Details:
Due to complications regarding an unrelated issue, it was necessary to postpone this maintenance by a week. In order to improve the stability of our switching platform, ServePath will be migrating your individual cross-connects between our Private Switch and Backend Services Networks to a high-capacity trunk.

Canceled -- Storage Area Network (SAN) Maintenance

2008-07-12T21:00:00.000-07:00

*** Update ***
This maintenance will have to be re-scheduled. Please look for another notice in the near future about this event being rescheduled.

Maintenance Window:
Tuesday, July 15, 2008 21:00 - 22:00 PDT
(Wednesday, July 16, 2008 04:00 - 05:00 GMT)

Maintenance Details:
In order to improve the stability of our switching platform, ServePath will be migrating your individual cross-connects between our Private Switch and Backend Services Networks to a high-capacity trunk.

Completed -- Precautionary Maintenance

2008-07-08T17:30:00.000-07:00

Maintenance Window:
Tuesday, July 8th, 2008 from 17:00 - unknown PDT
(Wednesday, July 9th, 2008 from 00:00 - unknown GMT)

Customer Impact:
We expect no further impact to your equipment. This is simply an advisory notice because your equipment is currently on utility power and will not be protected by battery backup until this maintenance period is completed.

Maintenance Details:
The UPS that some of your equipment uses (UPS #2) suffered a failure to an inductor today that caused it to go into bypass mode automatically. While technicians from our UPS vendor were repairing the inductor, an unexpected problem with the circuit that protects the UPS caused a main breaker to trip, interrupting power for all equipment connected to UPS 2 (other UPS systems connected to this breaker were not affected). The power interruption occurred at approximately 3:55PM PDT. The breaker was reset within six minutes and the equipment on UPS2 had no electrical power during this time.

UPS2 is currently in bypass. We will let you know when it has been repaired. We are under an emergency maintenance window until the repairs are complete. A formal RFO and SLA credits will be distributed after we return to normal operation and have more information.

We apologize for the inconvenience an event like this causes and thank you for your patience.

Completed -- F5 Maintenance

2008-06-20T20:00:00.000-07:00

Maintenance Window:
Tuesday, June 24th, 2008 20:00 - 21:00 PDT
Wednesday, June 25th, 2008 03:00 - 04:00 GMT

Customer Impact:
Load balanced servers will be unreachable for less than 5 seconds as fail-over occurs.

Maintenance Details:
F5 Support has recommended that we apply a hot-fix and reboot our load-balancers to avoid a potential memory management issue.

Completed -- Private Switch 51 Maintenance

2008-06-17T17:00:00.000-07:00

*** Update at 21:30 PDT ***
Maintenance completed successfully and traffic is returning to normal.

Maintenance Window:
Thursday, June 19th, 2008 21:00 - 22:00 PDT
(Friday, June 20th, 2008 0400 - 0500 GMT)

Customer Impact:
Your server or switch-port will become unavailable for 10-20 minutes.

Maintenance Details:
ServePath is upgrading the supervisor engine on private-switch51 for increased performance.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 1-415-869-7000 or open a case on-line at https://my.ServePath.com.

Completed -- Private Switch 50 Maintenance

2008-06-13T21:00:00.000-07:00

*** Update @ 22:20 PDT ***
Maintenance was completed a little late, but was successful. All traffic is returning to normal.

Maintenance Window:
Tuesday, June 17th, 2008 21:00 - 22:00 PDT
(Wednesday, June 18th, 2008 0400 - 0500 GMT)

Customer Impact:
Your server or switch-port will become unavailable for 10-20 minutes.

Maintenance Details:
ServePath is upgrading the supervisor engine on private-switch50 for increased performance.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 1-415-869-7000 or open a case on-line at https://my.ServePath.com.

Completed -- Private Switch 7 Maintenance

2008-06-10T21:00:00.000-07:00

*** Update @ 21:26 PDT ***
Maintenance was completed successfully.

Maintenance Window:
Thursday, June 12th, 2008 from 21:00 - 22:00 PDT
Friday, June 13th, 2008 from 04:00 AM - 05:00 GMT

Customer Impact:
Your server or switch-port will become unavailable for 10-20 minutes.

Maintenance Details:
ServePath is upgrading the supervisor engine on private-switch7 for increased performance.

If there are any additional questions before, during or following the maintenance, please direct them to the ServePath Support Center at 1-415-869-7000 or open a case on-line at https://my.ServePath.com.

Completed -- SAN Maintenance

2008-05-28T12:00:00.000-07:00

Maintenance Window:
Thursday, May 29th, 2008 from 21:00 PM - 22:00 PDT
Friday, May 30th, 2008 from 04:00 AM - 05:00 GMT

Customer Impact:
The Storage Area Network (SAN) service will become unreachable for up to two minutes. However, due to the retry mechanisms built into the iSCSI protocol, your applications should simply I/O block until the service comes back online.

Maintenance Details:
In order to improve the Storage Area Network (SAN) performance, we will be making a change to the underlying system used to replicate all customer SAN data.