Outage Report - Tui (Løst)
  • Prioritet - Kritisk
  • Påvirker Server - Tui
  • Date of Incident: February 8, 2024

    Server: TUI

    Timeline of Events:

    • First Notified: 3:07 AM, GMT+13:00
    • Action Initiated: 8:05 AM, GMT+13:00
    • Services Restored: 9:11 AM, GMT+13:00
    • Backup System Reconfigured: 9:30 AM, GMT+13:00
    • Successful Backup Completion: 10:30 AM, GMT+13:00

    Incident Description: Early in the morning on February 8, 2024, Rapid Kiwi faced a critical service disruption affecting Server TUI. The issue was first noticed at 3:07 AM when the automated backup system, scheduled to run at 2 AM, incorrectly targeted a drive partition that reached its maximum capacity. This error led to the mounted drive hitting 100% capacity, resulting in a cascade of service outages, including email, WHM + cPanel, and MySQL databases.

    Immediate Response: Our engineering team sprang into action at 8:05 AM to troubleshoot and identify the core problem. We were able to gradually restore services, achieving full recovery by 9:11 AM.

    Resolution and Preventive Measures: Following the restoration of services, the backup system underwent a critical reconfiguration at 9:30 AM. It is now set to target a mounted drive that is adequately sized to handle our backup needs without reaching full capacity. To ensure no data was lost during the outage, a complete backup of all accounts was initiated immediately after reconfiguration, successfully completing by 10:30 AM.

    Rapid Kiwi sincerely apologizes to all affected by this morning's service disruption. We understand the critical importance of uninterrupted service and are committed to implementing additional safeguards to prevent a recurrence of today’s issue.

    We are conducting a thorough review of our system configurations and backup procedures. This incident has highlighted the need for enhanced checks on system parameters and the implementation of more robust monitoring tools to detect and prevent capacity issues before they impact services.

    For further details or assistance, please contact our support team at [email protected]. We are here to help and appreciate your understanding and patience as we work diligently to maintain the reliability and performance of our services.

    Thank you for your ongoing support and trust in Rapid Kiwi.

    Rapid Kiwi Team

     

  • Dato - 08/02/2024 03:07 - 08/02/2024 09:11
  • Senest opdateret - 08/02/2024 10:33
Upstream Provider Degraded Performance - Tui (Løst)
  • Prioritet - Kritisk
  • Påvirker Server - Tui
  • Dear Rapid Kiwi Customers,

    We want to keep you informed about a situation we are currently monitoring. Our upstream provider has detected degraded performance, specifically packet loss, on Server Tui as of 27th October 2023 at 15:07 NZST.

    Issue Details:

    • Server Affected: Tui
    • Degraded Performance Type: Packet Loss
    • Date and Time: 27th October 2023 at 15:07 NZST

    Our technical team is actively investigating this issue to determine the root cause and implement a resolution as quickly as possible. We understand the importance of uninterrupted service, and we apologise for any inconvenience this may be causing.

    Rest assured, we are committed to resolving this matter promptly and ensuring the continued reliability of our services.

    We appreciate your patience and understanding during this time. If you have any questions or require further information, please do not hesitate to contact our support team at [email protected].

    Best regards,

    The Rapid Kiwi Team

     

  • Dato - 27/10/2023 15:07 - 27/10/2023 21:07
  • Senest opdateret - 08/11/2023 13:27
cPanel Scheduled Maintenance Notice (Løst)
  • Prioritet - Lav
  • Påvirker Server - Tui
  • Dear Rapid Kiwi Customers,

    We would like to inform you of upcoming scheduled maintenance that will affect our servers. Please read the details below carefully:

    Maintenance Window:

    Date: 19th October 2023

    Start Time: 5:00 PM NZST

    End Time: 5:30 PM NZST

    Affected Servers:

    Server: Tui

    Maintenance Reason:

    cPanel + WHM Software Update

    Expected Impact: During this maintenance window, cPanel and WHM services on the Tui server may become temporarily unavailable. We anticipate this downtime to be minimal, but it is possible that you may experience brief interruptions in service.

    We understand the importance of your online presence, and we will do our utmost to complete this maintenance as swiftly as possible to minimize any inconvenience.

    We appreciate your patience and understanding as we work to ensure the continued reliability and security of our services.

    If you have any questions or concerns regarding this maintenance, please do not hesitate to contact our support team at [email protected].

    Thank you for choosing Rapid Kiwi as your web hosting provider.

    Best regards,

    The Rapid Kiwi Team

     

  • Dato - 19/10/2023 17:00 - 19/10/2023 19:07
  • Senest opdateret - 19/10/2023 03:46
Server Hardware Maintenance (Løst)
  • Prioritet - Kritisk
  • Påvirker Server - Tui
  • Dear Rapid Kiwi Customers,

    We would like to inform you of an upcoming maintenance activity that is essential to ensure the continued reliability and performance of our services.

    Maintenance Details:

    Server Affected: TUI

    Maintenance Type: Hard Drive Replacement

    Date: 21/03/2022

    Maintenance Description: During this scheduled maintenance, our technical team will be replacing a faulty hard drive in the TUI server. This proactive action is necessary to maintain the stability and data integrity of the server.

    Expected Impact: While we have taken measures to minimize any disruptions, there may be a brief period of downtime during the hard drive replacement process. We understand the importance of your online presence and will work diligently to complete the task as efficiently as possible.

    We recommend: We recommend taking precautions on your end if you have any critical activities planned during the maintenance window. You may want to schedule backups or make necessary arrangements to minimize any potential inconvenience.

    Our Commitment: At Rapid Kiwi, we are committed to providing you with the best hosting experience possible. Regular maintenance ensures the security and performance of our servers, and we appreciate your understanding and support.

    If you have any questions or concerns regarding this maintenance or need assistance with any aspect of your hosting services, please do not hesitate to contact our support team at [email protected].

    We apologize for any inconvenience this may cause and thank you for your continued trust in Rapid Kiwi.

    Best regards,

    The Rapid Kiwi Team

  • Dato - 21/03/2022 20:56 - 22/03/2022 09:00
  • Senest opdateret - 19/10/2023 03:45
Degraded Performance (Løst)
  • Prioritet - Høj
  • Påvirker Server - Tui
  • Hello Customers,

    We are experiencing degraded network performance tonight 01/02/2018 at 8:50PM. We understand that it is an issue with our upstream provider. We are currently investigating the issue.

    Regards,
    Rapid Kiwi Customer Service

  • Dato - 01/02/2018 20:42 - 02/02/2018 00:20
  • Senest opdateret - 02/02/2018 00:20

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