Issues with web and email services

Status: Fixed - on 2/14/20
Description:

We have received reports that some of our customers are having trouble accessing their web and e-mail services. We believe we have identified the cause and are working to resolve this as soon as possible.

Update on 2/15/20
Status changed from Investigating Fixed

New information:

We have now resolved the issue.

If you still experience issues, please contact our support.

Update on 2/17/20
Status changed from Fixed Investigating

New information:

Unfortunately, we are seeing new reports that some of our customers are having problems accessing their web and e-mail services, we have identified the problem and are currently working on a solution.

Update on 2/18/20
Status changed from Investigating Investigating

New information:

We have been working on this during the night and we see some improvements, however some customers are experiencing continued problems and we are working to resolve this as soon as possible.

Update on 2/18/20
Status changed from Investigating Investigating

New information:

English: At present maintenance work is being performed which we expect to be completed during the evening, our hope is that this will solve the problem and that access to all services will thereby be restored.

Update on 2/19/20
Status changed from Investigating Investigating

New information:

The maintenance work that was done last night was closed with positive results, but the problems are not yet completely resolved. We have come a bit further along the way and hope for a permanent solution soon.

Update on 2/20/20
Status changed from Investigating Identified

New information:

English: We are currently waiting for a daily maintenance work to be completed, when this finishes the overall performance of the platform will be restored to normal and thus access to all services will function normally again. The maintenance work is an automatic function as part of our storage platform which we unfortunately can not speed up or cancel and the reason why this takes longer than usual is due to an underlying problem with our storage platform which is also being troubleshooted separately with the platform vendor.

We understand how tangible this is for our customers and the problem has top priority and we are working around the clock to ensure that access to our services works properly.

Update on 2/20/20
Status changed from Identified Identified

New information:

We are currently waiting for a daily maintenance work to be completed, when this finishes the overall performance of the platform will be restored to normal and thus access to all services will function normally again. The maintenance work is an automatic function as part of our storage platform which we unfortunately can not speed up or cancel and the reason why this takes longer than usual is due to an underlying problem with our storage platform which is also being troubleshooted separately with the platform vendor.

We understand how tangible this is for our customers and the problem has top priority and we are working around the clock to ensure that access to our services works properly.

Update on 2/21/20
Status changed from Identified Identified

New information:

We are still waiting for the automatic maintenance work we reported on yesterday to be completed. The work has come a long way and we will notify you here when this is done and the performance on the way back to normal.

Update on 2/22/20
Status changed from Identified Watching

New information:

The previous maintenance work has now been completed and we can see that the overall performance of the platform has stabilized, all services should thus function properly and be able to be accessed as usual again.

We will continue to monitor this and perform some minor maintenance work in the coming days to ensure that this problem will not occur again.

Update on 2/24/20
Status changed from Watching Fixed

New information:

After our maintenance work, we have monitored the services over the weekend and can now see that the problems with our storage are resolved.

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