elsiegee40 Posted March 8, 2007 Posted March 8, 2007 "15.45 7 Mar 07 We have identified a number of possible routes towards recovering the service. The power outage caused faults in both the hardware and stored data. With our partner suppliers, our first step was to recover the server hardware: we identified 8 disks which were faulty and have replaced them. We are currently making slower progress than hoped on recovering the email data. We have a contingency plan in place in case we encounter unexpected issues. This work is being carried out by a separate team in parallel with the activity described above. Incoming email is being queued for delivery once the service is available again. We sincerely regret that the service is unlikely to be available tomorrow (Thursday) and advise that you plan accordingly. We understand that this is causing continued frustration and inconvenience for which we apologise." "08.30 8 Mar 07 From the analysis we have done, we do not believe that the email service will be available for the remainder of this week. We are continuing to work on this urgently and will make the service available as soon as we are confident in it's stability Incoming email is being queued for delivery once the service is available again." No eMail since Monday evening... and I'm totally p***ed off. Have just had to set up googlemail accounts for the secretary, bursar and head
plexer Posted March 8, 2007 Posted March 8, 2007 Yup same story here and for anyone else who's school email is provided by RM Easymail. If they are queing incoming mail then surely they could redirect it to other privders working accounts i.e google or something as an interim measure. Trouble is if you just set up secondary accounts now you won't get email thats sitting there. Ben
saundersmatt Posted March 8, 2007 Posted March 8, 2007 Indeed, service not going to be resumed for the remainder of the week! Stupid, but hopefully this will be the stick we need to smack SMT into bringing mail internally. Matt
elsiegee40 Posted March 8, 2007 Author Posted March 8, 2007 I've set up googlemail as it has pop ability. I've just added it to the Outlook for the relevant staff, so it won't be their default email after we get RM back, but at least they'll get everything that drops into that mailbox.
plexer Posted March 8, 2007 Posted March 8, 2007 I've just spoken to our lea team to find out if RM can bounce new incoming mail and possibly queued mail to an alternative non easymail email account. Waiting to hear. Ben
elsiegee40 Posted March 8, 2007 Author Posted March 8, 2007 Hope they can plexer. Let us know if you hear anything. I failed miserably on the phones yesterday. Couldn't even get the call answered.
Heebeejeebee Posted March 8, 2007 Posted March 8, 2007 Power outage; no UPS racks(?); typical RM cockup. Refund for lost time/emails/agro phone calls from staff who thinks it's our fault please. HBJB
CyberNerd Posted March 8, 2007 Posted March 8, 2007 just can't wait until RM get our BSF contract....
elsiegee40 Posted March 8, 2007 Author Posted March 8, 2007 I have a feeling there'll be a few less RM employees in the next couple of weeks. There ought to be!
PiqueABoo Posted March 8, 2007 Posted March 8, 2007 Surely they could redirect it to other privders working accounts i.e google or something That is a bit naive. RM claim to have 750,000 accounts on that system. Refund for lost time/emails/agro phone calls from staff who thinks it's our fault please Request denied ;b If you run a network you've definitely got the means to communicate with your users (easiest way for anyone with web filtering would have been to redirect the easymail URL to your own page saying "IT'S NOT OUR FAULT" etc. + a link to RMs status updates). I have a feeling there'll be a few less RM employees I wouldn't assume that. Ultimately it's a cautionary tale about putting all your eggs in one big basket. But that's a lot cheaper (serious money) than distributing them between two or three more manageable & recoverable baskets. It's inconceivable that the pros and cons of various arrangements weren't presented to the company gods.
Sylv3r Posted March 8, 2007 Posted March 8, 2007 Im not 100% if its the fault of an RM engineer especially if its hosted in an external data centre.
plexer Posted March 9, 2007 Posted March 9, 2007 PiqueABoo: 750,000 accounts not a lot really but I really only meant that they should be able to redirect email for the head@school and office@school as a minimum. They implemented a bounce message yesterday to say that peoples mail boxes are unavailable. It wasn't a case of no ups's etc... they added more equipment last weekend for their spam and av filtering enhancements which overloaded everything. There is a statement from the RM CEO on their website. Didn't know RM was an american company and had moved to america. The answer to my query was that no they couldn't redirect any email anyway. Ben
witch Posted March 9, 2007 Posted March 9, 2007 I'm also hit by this - a real pain as I am in the middle of sorting out licenses for new system (and old software without enough licenses for the new system) and various people will only communicate by email. I can't imagine what has gone this wrong that it takes a week to fix!
phil_thebeans Posted March 9, 2007 Posted March 9, 2007 I love RM easymail! it is often so slow that emails can take up to a couple of hours they (RM) are forever trying to improve it when the reality is that they did not consider the amount of users and the usage when originally providing it for our LEA. This latest example of RM just goes to show how s**t a company they are they are only interested in the bottom line and sewing up all of education with their products. HURRAH for Easymail, HURRAH for KS3 online testing. This latest outage (or should that be outrage) will allow me to convince SMT to go with running our own Exchange server and abandoning this highly unreliable service. It is interesting to note that our own LEA at county hall do not use RMEasymail, can't think why not.
alexknight Posted March 9, 2007 Posted March 9, 2007 Hi Looks like it is now fixed, I have just been able to log in. Alex
elsiegee40 Posted March 9, 2007 Author Posted March 9, 2007 Im not 100% if its the fault of an RM engineer especially if its hosted in an external data centre. I agree, it's usually a management issue when this kind of thing happens. Having worked for 10 years in Tech Support for a major insurance company, I've seen enough s**t flying when we had an outage of an hour! 4 days plus is unthinkable. I can't help feeling that RM thought it wasn't so important as "it's only schools". We have businesses to run too - in our case we're independent, so this really could be costing us money in terms of prospective pupils. Fortunately, googlemail has proved a worthy emergency stand-in for our webcontacts form!
CyberNerd Posted March 9, 2007 Posted March 9, 2007 can't help feeling that RM thought it wasn't so important as "it's only schools" seems to be their attitude in general.- But given their track record (KS3 on-line testing STILL not working for thin clients or non MS solutions) absolutely shocking level of internet filtering/spam filtering that we can do better ourselves in-house random email/dns failures + the extortionate financial cost of our measly 2Mbit connection - I'm not surprised at all. What I am surprised about is how they keep getting new contracts - I know there s a lot of corruption in local government but something stinks. Luckily we moved everything but our internet pipe away from RM - but still get charged via LEA for their services.
plexer Posted March 9, 2007 Posted March 9, 2007 They are now allowing some users onto the system to see if it is working as expected and will be adding more slowly so if you can logon you are lucky. For most it probably still won't be available until next week. Ben
djm968 Posted March 9, 2007 Posted March 9, 2007 If you rely this heavily on an email service why outsource it and if you must outsource it why the hell use RM!
elsiegee40 Posted March 9, 2007 Author Posted March 9, 2007 If you rely this heavily on an email service why outsource it and if you must outsource it why the hell use RM! If I'd any say whatsoever in this, we wouldn't be with RM. Unfortunately it was in place just before I arrived here 2 years ago. We're a very small school and don't have much of a budget to change things (working on that, but...). I defy any business or school to say that they don't rely on email these days. It's as essential as water and lights! Small businesses often can't do these things in house.
plexer Posted March 9, 2007 Posted March 9, 2007 We didn't outsource it either it is provided by the LEA as part of our broadband contract which we also have no choice to use them for. However this may help the decision to provide email services ourself. Ben
djm968 Posted March 9, 2007 Posted March 9, 2007 Yes point taken, I do understand that often RM is inherited. I suppose my comment was really aimed at SMT\SLT who are the first to jump when something like this happens yet burry their head in the sand when you guys ask for funds to prevent it happening in the first place. Sorry if I offended anyone. :oops:
plexer Posted March 9, 2007 Posted March 9, 2007 No offence taken. Things just aren't always as they seem from the outside, politics and money dictating a lot of things. Ben
djm968 Posted March 9, 2007 Posted March 9, 2007 I have been on the inside and it is for those reasons politics and money that I am now on the outside!
barryfl Posted March 9, 2007 Posted March 9, 2007 The Register just covered this: The Register Story Barry
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