Network Outage Notice 

May 11th & 12, 2008: 

Outage Date:  Saturday, May 10 & 11, 2008
Outage Time: Between midnight until 6 am
Duration:6 hours
Reason for Outage: Relocating fibre optic cable due to construction project. Cable must be moved or it will be cut. MTS Allstream must perform forced fibre relocations on our Starcom cable between Vancouver and Seattle.


May 7th, 2008: 

Outage Event:  ADSL Outage (Penticton/Kelowna)
Outage Date:  Wednesday, May 7, 2008
Outage Time: 12:09 pm
Duration: 2 hours
Affected Customers: ADSL customers in the Penticton and Kelowna area connected to the Kelowna Central Office.

Reason for Outage: Telus core ATM went down as a result of hardware failure.

May 1st, 2008: 

Outage Date:  May 1st, 2008
Outage Time: 7:00 AM
Duration: 2 hours
Affected Customers: Jurock/featureweb email users.

Reason for Outage: Hardware replacement of the mail server Lisa. The server hardware has been replaced. A new backup is currently being generated. No more downtime is expected from this server.

April 29th, 2008: 

Outage Date:  April 29, 2008
Outage Time: 1 AM
Duration: 6 hours
Affected Customers: Jurock/featureweb email users.

Reason for Outage: Lisa is continuing to have intermittent problems while we prepare to migrate data to a new server.

April 28th, 2008: 

Outage Date:  April 28, 2008
Outage Time: 5 AM
Duration: 5.5 hours
Affected Customers: Jurock/featureweb email users.

Reason for Outage: The mail server Lisa had a partial hard drive failure causing a major disruption of email services. Server is now running off backup drive. Mail service will be slow while the server catches up on the missed email.

There may be an additional planned outage in the evening or night in the near future to add a new backup drive. Migration of accounts from this server to our new mail server will start soon to prevent further problems.

April 27th, 2008: 

Outage Event: Jurock/featureweb mail server
Time of Posting: April 28, 2008 11AM
Outage Date: April 27, 2008
Outage Time: 3:15
Duration:7 hours
Affected Customers: Jurock/featureweb email users.
Reason for Outage:Further issues cause by failing drive. Server was brought back into a working state.

April 25th, 2008:

Outage Event: Jurock/featureweb mail server
Time of Posting: April 28, 2008 11AM
Outage Date: April 25, 2008
Outage Time: 10 PM
Duration: 3 hours
Affected Customers: Jurock/featureweb email users.
Reason for Outage: Planned emergency maintenance to attempt to repair failing hard drive. Replacement was unsuccessful due to unexpected technical problems and server was restored to previous state

April 22nd, 2008: 

Outage Date: Tue, April 22, 2008
Outage Time: 12:30 PM - 3:10 PM
Duration: 1hr 50min - 2hr 30min
Affected Customers: All ADSL customers. The non-ADSL+ network came back around 2:20pm. The ADSL+ network came back up around 3:10pm.
Reason for Outage:General outage on Telus ADSL backend. Telus still hasn't given a specific reason for the outage..

April 5th, 2008: 

Outage Event:Core ATM Switch in the New West area
Outage Date: Saturday April 5th, 2008
Outage Time: 23:00 PT - 05:00 AM
Duration PER Circuit: 10 minutes
Affected Customers: This activity will affect the Customers' Managed Services that traverse or terminate on the indicated
Affected Area: New Westminster, BC

Reason for Outage:NETWORK UPGRADES - Upgrade of NWMR73

April 4th, 2008: 

Outage Event:  System Upgrade
Outage Date: Friday, April 02, 2008
Outage Time: 6:00 PM
Duration: 10 - 30  minutes
Affected Customers: Burnaby Dialup & Wireless Customers

Reason for Outage:Final stage of datacenter move.



March 3rd, 2008: 

Outage Event:  System Maintenance
Outage Date: Sunday, March 09, 2008
Outage Time: 2:00 AM
Duration: 10 minutes
Affected Customers: ADSL, SDSL, and Extended LAN

Reason for Outage:Cisco IOS bug. Some MAC addresses were not resolved properly

March 2nd, 2008: 

Outage Event: Network Move 
Time of Posting: 4:30 PM PT, February 24
Outage Date: Sunday, March 02, 2008
Outage Time: Approximately 1:00 AM PT
Duration: Approximately 4 hours. Intermittent connection
Affected Customers: All customers.

Reason for Outage:As part of our infrastructure upgrade, we will be physically moving essential devices. The outages experienced by customers will be intermittent.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

SmarttNet Support

February 16th & 18th, 2008: 

Outage Event: Network Infrastructure Upgrade
Time of Posting: 5:30 PM PT, February 14
Outage Date: Saturday, February 16th, 2008 & Sunday, Feburary 17th, 2008
Outage Time: Approximately 2:00 AM
Duration: Approximately 4 hours. Intermittent connection
Affected Customers: All customers.

Reason for Outage: Each night 1 upstream provider will connect fiber to our new data center. This transition will result in intermittent outage to various services.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

SmarttNet Support

February 7th & 8th, 2008: 

Outage Event: Network Infrastructure Upgrade
Time of Posting: 2:00 PM PT
Outage Date: Thursday, February 7th, 2008 & Friday, February 8th, 2008
Outage Time: Approximately 5:30 PM PT
Duration: Approximately 1 to 5 minutes
Affected Customers: Some SDSL & Fiber

Reason for Outage: One of our upstream providers will be making some fiber based software. This will allow us to apply some of the recent infrastructure upgrades we have implemented.

If you have any questions or concerns, please feel free to contact us. We apologize for the inconvenience.

SmarttNet Support

January 6th, 2008:

Service: Mail Server Service
Outage: 10:50 AM
Service Restoration: 11:25 AM

Explanation: One of our mail servers experienced an unexpected shutdown during standard daily maintenance. The service was restored within 35 minutes. The service outage did not affect all customers. We apologize for any inconvenience this may have caused.

SmarttNet Technical Support Team

December 7, 2007:

LOCATION: Smarttnet core network facility
DATE OF UPGRADE (MM/DD/YY):  12/08/07
TIME OF RELEASE (24 Hour Clock):  00:00 AM PT -  01:00 AM PT
ESTIMATED OUTAGE PER CIRCUIT:  60 Minutes
REASON FOR OUTAGE:  Hydro & power upgrade
SERVICE(S) AFFECTED:    This activity will affect all the services provided by Smarttnet that includes all the connectivity & hosting services.  CUSTOMERS WILL BE WITHOUT INTERNET SERVICE FOR 60 MINUTES WHILE WE UPGRADE POWER SUPPLY TO OUR NEW DATA CENTRE. Customers requiring further details description could contact our office Monday to Friday 8 AM to 6 PM by phone or email us at support@smartt.com We appreciate your patient while we are upgrading our systems to serve you better in future and again we apologize for any inconvenience this may cause. 

SmarttNet Technical Support

November 7, 2007:

At approximately 11:55 AM a Telus switch experienced a failure which spread to one of our switches. The problem was resolved within 30 minutes by SmarttNet and Telus staff with service being restored by approximately 12:25 PM. Customers may have experienced DNS related issues such as an inability to browse. We apologize for any inconvenience this may have caused.

SmarttNet Technical Support

October 10, 2007:

There was a system wide network outage which affected our customers and originated from one of our core routers. The problem was rectified at approximately 9:35 PM. We apologize for the inconvenience.