Last week Tuesday, Internet Solutions (IS) experienced a failure on its complete hosted exchange offering located at the Rosebank Point of Presence. This caused certain clients to experience no connectivity to their mailboxes nationally.
As a result, all client e-mail rules, settings, synchronisation with BlackBerrys and shared calendars, were lost during the failure and had to be recreated manually as they were not able to restore from backup, one of the IS clients says.
One company which prefers to remain anonymous, says e-mail, calendar and contacts were restored by IS to a 'restore' folder resulting in a minimum of four hours assistance per person to get their information into the correct areas of their local e-mail platform. In most cases, the Exchange profile had to be recreated.
An IS incident report to its clients says the incident can be attributed to two of the hosted exchanged clusters simultaneously falling over and subsequently causing a mail store corruption.
“IS engineers simultaneously stared repair and recover processes. The repair process was soon stopped due to the process placing strain on the server and causing an impact on other client mailboxes.”
According to the report, the recovery process completed and services were restored by the end of the day.
“The root cause of the simultaneous reboot and the cause of the mail store corruption has not yet been identified, IS is awaiting feedback from the vendor diagnosis to establish the root cause of the incident,” the report states.
The incident report says, certain hosted exchange clients experienced no connectivity to their mailboxes. “Mails may have been lost during the hours of 6:30am and 9am, as the recovery process restored mailboxes to the 6:30am backup,” it says.
However, another IS client says that with so much of its client data entrusted with IS, it is concerned.
Yesterday, in another incident, IS started experiencing network problems, causing an ADSL outage for numerous ADSL service providers.
Many ADSL subscribers were connected, but not getting any throughput. Initial feedback from subscribers suggests that it is a nationwide problem.
In a statement confirming the outage, IS representative Duncan Alfers said there was a major Telkom power failure in Rosebank. The faulty equipment is being replaced and services should now be back to normal.
Several ADSL service providers like Axxess DSL, confirmed that their ADSL services went down yesterday.
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