ImageSilo Service Bulletin Update – April 6, 2013

Yesterday at 17:24 MDT, ImageSilo engineers were alerted to a DNS-related issue with a non-ImageSilo system. As they began troubleshooting the issue, some of the external monitoring systems that monitor ImageSilo alerted to similar issues. Engineers quickly traced the issue to UltraDNS, our global DNS provider. UltraDNS, the largest DNS provider in the world, responsible for providing DNS services to many of the web’s most prominent sites, was victim to a DDOS (distributed denial of service) attack. UltraDNS took mitigation steps to block the attack and restored service by 17:42 MDT. During this entire time, the security of your data was never at risk and ImageSilo was operating normally. Users in certain geographical locations may not have been able to resolve the login.imagesilo.com DNS entry if their server’s copy had happened to expire during that 18 minute period of time. The fact that the TTL on that record is set to 24 hours, coupled with our belief that this was a geographical incident, leads us to believe that this affected very few customers (possibly none). UltraDNS has been stable since yesterday at 17:42 MDT and, at this time, we have no reason to expect that to change.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Service Bulletins

ImageSilo Emergency Maintenance Notification – April 5, 2013

Start Date: April 5, 2013
Start Time: 17:45 MDT (Friday)
Finish Date: April 8. 2013
Finish Time: 04:00 MDT (Monday)

Purpose: Investigate DNS Issues

Customer Impact: ImageSilo Engineers are investigating DNS issues that may keep clients in some locations from being able to resolve login.imagesilo.com and access the site. Our global DNS provider (UltraDNS) appears to be under a DDOS (distributed denial of service) attack at this time. This in no way jeopardizes the security of your information. It is only making access for some customers difficult. We will issue an update when more information is available.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Apr. 1, 2013

Start Date: April 1, 2013 (Monday)
Start Time: 20:00 (MDT)
Finish Date: April 2, 2013 (Tuesday)
Finish Time: 04:00 (MDT)

Purpose: Replace failed hardware in storage filer

Customer Impact: ImageSilo engineers will be replacing failed hardware in one of the storage files. This will require two manual failovers which will stop document access for a period of up to two minutes (each) for certain data stores (many will remain entirely unaffected).

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Feb. 26, 2013

Start Date: February 26, 2013 (Tuesday)
Start Time: 21:00 (MST)
Finish Date: February 27, 2013 (Wednesday)
Finish Time: 04:00 (MST)

Purpose: An upstream internet provider will be performing emergency updates on Juniper routers.

Customer Impact: An upstream internet provider will be performing emergency updates on Juniper routers. Due to ImageSilo’s redundant network architecture, customers should expect two instances of higher than normal latency that should last up to 90 seconds each.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Feb. 25, 2013

Start Date: February 25, 2013 (Monday)
Start Time: 21:10 (MST)
Finish Date: February 26, 2013 (Tuesday)
Finish Time: 04:00 (MST)

Purpose: Replace failed power supply.

Customer Impact: ImageSilo engineers will be replacing a failed power supply on a disk tray in the database storage infrastructure. Due to the redundant nature of the architecture, no customer impact is expected.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Feb. 8, 2013

Start Date: February 8, 2013 (Friday)
Start Time: 15:45 (MST)
Finish Date: February 11, 2013 (Monday)
Finish Time: 03:00 (MST)

Purpose: Repair failed storage components.

Customer Impact: At approximately 15:22 MST, ImageSilo engineers identified a failure in one of the redundant components of ImageSilo’s storage infrastructure. ImageSilo engineers have engaged the vendor and will work the issue to resolution. Due to the redundant nature of ImageSilo’s architecture, there has been no customer impact. As in all cases when working on equipment (even redundant equipment) there is always a small chance of impact. ImageSilo engineers expect a period of longer than usual file access lasting approximately 30 seconds to two minutes during the repair of the failed component.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Jan. 29, 2013

Start Date: January 29, 2013 (Tuesday)
Start Time: 10:21 (MST)
Finish Date: January 30, 2013 (Wednesday)
Finish Time: 04:00 (MST)

Purpose: Repair failed equipment.

Customer Impact: At approximately 09:27 MST, ImageSilo engineers were alerted to a failure in a redundant component of ImageSilo’s security infrastructure. ImageSilo engineers have engaged the vendor and will work the issue to resolution. Due to the redundant nature of ImageSilo’s architecture, there has been no customer impact. As in all cases when working on equipment (even redundant equipment) there is always a small chance of impact. However, there is no expected impact.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Jan. 10, 2013

Start Date: January 10, 2013 (Thursday)
Start Time: 23:08 (MST)
Finish Date: January 11, 2013 (Friday)
Finish Time: 04:00 (MST)

Purpose: Investigate BGP/routing issues.

Customer Impact: ImageSilo engineers, in coordination with upstream network providers, is investigating unexpected BGP advertisements that appear to be taking ImageSilo network traffic through suboptimal routes. If BGP advertisements are adjusted, a brief period (i.e. less than 30 seconds) of higher than normal latency may be experienced while traffic re-converges.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance

ImageSilo Maintenance Notification – Jan. 19, 2013

Start Date: January 19, 2013 (Saturday)
Start Time: 05:00 MST
Finish Date: January 19, 2013 (Saturday)
Finish Time: 19:00 MST

Purpose: Our data center operations, in conjunction with electrical vendors, will perform recommended quarterly preventative maintenance on the emergency backup generators and ATS switches.

Customer Impact: There is no customer impact expected during this maintenance window. However, at the conclusion of the routine preventative maintenance, a power outage will be simulated and the facility will run on generator power for approximately 30 minutes. The redundant design of the power infrastructure at this facility, including UPS and Generator, allows for this type of maintenance with little risk to customers. However, as with any power transfer scenario there is increased risk of an outage.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Scheduled Maintenance

ImageSilo Emergency Maintenance Notification – Dec. 27, 2012

Start Date: December 27, 2012 (Thursday)
Start Time: 17:00 MST
Finish Date: December 28, 2012 (Friday)
Finish Time: 04:00 MST

Purpose: Replace failed hardware in storage systems.

Customer Impact: ImageSilo engineers will be replacing a failed IOM on a storage tray attached to one of ImageSilo’s storage systems this evening. As the systems are fully redundant, no customer impact is expected.

Questions/Comments: Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: ImageSilo Emergency Maintenance