[sims] So, is InTouch down for anyone else? (farm3)

[pete]

While I understand the helldesk's position (rock and a hard place) and that they're at the mercy of their backroom colleagues providing meaningful updates, nearly 3 days of outage and 2 days of "er...we're still working on it"-esque updates is stretching my patience, not to mention SLT who had quite a lot of mailings they'd really liked to have gone out this week.

 

I know this is affecting the school down the road, but who else is on farm3?

[PhilNeal]

I'm afraid it is affecting at least 200 schools all of which should have been contacted via email.

We have a VMWare total failure and have engaged VMWare to assist. We're working around the clock to bring back service to affected schools.

There will be a MIR (Major Incident Report) to identify what process we can change.

Sorry.

[GREED]

Oh dear... this is not good news for those schools

[winng]

We were one of the many that didn't receive an email and are still down at two schools in SE London. It appears messages are sitting in the queue for the past day or two...

[clareq]

I just got an e-mail saying they are turning it back on at 5pm. There is a patch to clear the queue of old messages - might be worth contacting support. If you turn off the sync poller service it won't send anything until you're ready.

[pete]

^ Well that's an update on mine that said 3pm.

 

Oh, and someone probably needs to buy the helldesk beer, because they weren't aware of the midday emails on behalf of B.J. when I phoned at 3pm-ish.

 

There was an unspoken hint of "ok, they've left us out of the loop again".

[the_quick]

I know it is already fixed. But it is not first time when intouch went down for longer amount of time.

Almost on every occasion hen we report intouch not working, help desk is not aware of it - which for me is really strange, like they either don't have communication with engineers or there is no monitoring in place.

With everything virtualised I'm surprised that company of the capita size don't have any replication in place, to bring system online on backup servers.

And yes, those updates about progress could be more specific

[GREED]

Indeed... not knowing your own communication system is not working isn't a good way to run a railroad. Or are these excuses the catch all for a number separate issues?

[CyberNerd]

Has anyone seen the Major Incident Report yet ?

[pete]

Nope, my account manager says there's an internal meeting about it this Friday and then maybe something next week. Give yours a nudge.

[PhilNeal]

@GREED Schadenfreude?

[GREED]

Not at all @PhilNeal voicing opinions which are valid. No one wants poor service, in the same way good service should be praised and would like to see more of that on here!