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Tuesday - December 11th, 2001 - Classification
- Minor
Incident Report #20 - Geeksnet Website Down
12:00 PM - It was reported that our webpage was not available
to the Internet. We determined it was a problem with the Cold
Fusion Server software which our site uses to dynamically build
our front page. No other sites or services were affected by this
failure. This is the second incident involving this software package.
1:00 PM - After extensive troubleshooting of the problem
we decided to upgrade this software to the latest version. This
upgrade required several reboots of the server causing all of
the sites we host to be unavailable intermittently for several
minutes at a time.
3:00 PM - New software installation is completed and configured.
Software is tested and passes. Geeksnet front page is restored
and service returns to normal.
Monday - November 19th, 2001 - Classification
- Moderate
Incident Report #19 - PRI down at Greenville POP
Busy signals were reported Monday evening. Investigation revealed
the Sprint PRI did not roll over calls to the new modem. Sprint
reported fixing the problem Tuesday morning but we will continue
to monitor the situation.
Wednesday - November 14th, 2001 - Classification
- Severe
Incident Report #20 - Power Outage in Winterville area
10:10 AM - Power was lost to the Winterville area where
our store is located. Approximately 30% of the equipment for
our ISP is located at this store. This is the third occurrence
of power loss in 3 months.
10:20 AM - Battery backup power was exhausted so all
systems at our Winterville location were shutdown. This stopped
all mail services, web hosting, and dial-up authentication.
Users already connected to our service were still able to browse
the Internet.
10:25 AM - Power was restored to the Winterville area.
10:30 AM - All systems were brought back up and service
was restored. We have devised a plan to limit the effect
of a power loss in the Winterville area on our dial-up service
and should be implementing it within 2 months.
Totals Since 1/11/01 (Date this logging began - approx
7250 hours)
Greenville Dial-up
Total downtime for incoming calls-11 hrs 42min(7 incidents)(99.8%Uptime)
Total disconnection incidents - 3.
Wilson Dial-up
Total downtime for incoming calls-8 hrs 39 min(7 incidents)(99.8%
Uptime)
Total disconnection incidents - 0.
High Speed Access
Downtime - 0 mins
Web Hosting
Total downtime for WWW1 - 4 hrs 0min (5 incidents). (99.9%Uptime)
Total downtime for WWW2 - 4 hrs 0 min.(5 incidents). (99.9%Uptime)
Total downtime for WWW3 - 9 hours 44 min (6 incidents).(99.8%
Uptime)
Total downtime for WWW4 - 0 hours (0 incidents). (100% Uptime)
E-mail Service
Total downtime - 6 hours 50 min (99.9% Uptime)
Monday - November 12th, 2001 - Classification
- Moderate
Incident Report #19 - PRI failure at Greenville POP
3:30 PM - Busy signals were reported by several users
for our Greenville dial-up number. Upon checking the equipment
it was found that two sets of modems were not functioning. The
failure on one card was caused by a PRI failure at Sprint. The
second modem was not accepting calls resulting from a separate
equipment failure at Sprint. Some users may experience busy signals
through the afternoon until the phone company can repair their
equipment.
5:15 PM - Sprint notified us that the the problems had
been resolved, the cards were reseated, and the lines came back
up. Users immediately began using the lines. We will continue
to monitor our equipment and apologize for the busy signals.
Totals Since 1/11/01 (Date this logging began - approx
7200 hours)
Greenville Dial-up
Total downtime for incoming calls-11 hrs 32min(6 incidents)(99.8%Uptime)
Total disconnection incidents - 3.
Total time for busy signals - 6 hrs (approx)
Wilson Dial-up
Total downtime for incoming calls-8 hrs 29 min(5 incidents)(99.8%
Uptime)
Total disconnection incidents - 0.
High Speed Access
Downtime - 0 mins
Web Hosting
Total downtime for WWW1 - 3 hrs 50 min (4 incidents). (99.9%Uptime)
Total downtime for WWW2 - 3 hrs 50 min.(4 incidents). (99.9%Uptime)
Total downtime for WWW3 - 9 hours 24 min (6 incidents).(99.8%
Uptime)
E-mail Service
Total downtime - 6 hours 40 min (99.9% Uptime)
Friday - October 5th, 2001 - Classification
- Notice
Capacity at the Greenville POP expanded
A new modem card/PRI was installed at our Greenville POP location.
This addition increases our capacity and is expected prevent any
busy signals for the next 3-4 months. As always we will continue
to monitor our network to assure our customers of the best possible
quality of service.
Monday - October 1st, 2001 - Classification
- Moderate
Incident Report #18 - Modem Card/PRI failure at Greenville
POP
1:00 PM - Busy signals were reported by several users
for our Greenville dial-up number. Upon checking the equipment
it was found that one set of modems was not functioning. This
can be caused by a card failure (10% chance) or a line failure
(90% chance). We have contacted sprint to have this line checked.
It is likely that this failure occurred this weekend and may
have caused some busy signals since then. This loss reduces
the amount of customers we can service by 23. Please disconnect
when not using the service to allow other users on when possible.
4:30 PM - Circuit was reported to be back up by Sprint,
and the equipment was restarted. Service returns to normal.
Please note that a new modem card and PRI line has been ordered
and is due to be installed 10/12/01. This addition will further
increase our dial-up capacity and should prevent any busy signals
for the next 3-4 months at our Greenville POP. Our Wilson POP
has been busy free for 5 months.
Totals Since 1/11/01 (Date this logging began - approx
6480 hours)
Greenville Dial-up
Total downtime for incoming calls-11 hrs 32min(6 incidents)(99.8%Uptime)
Total disconnection incidents - 3.
Total time for busy signals - 4 hrs (approx)
Wilson Dial-up
Total downtime for incoming calls-8 hrs 29 min(5 incidents)(99.8%
Uptime)
Total disconnection incidents - 0.
High Speed Access
Downtime - 0 mins
Web Hosting
Total downtime for WWW1 - 3 hrs 50 min (4 incidents). (99.9%Uptime)
Total downtime for WWW2 - 3 hrs 50 min.(4 incidents). (99.9%Uptime)
Total downtime for WWW3 - 9 hours 24 min (6 incidents).(99.8%
Uptime)
E-mail Service
Total downtime - 6 hours 40 min (99.9% Uptime)
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