TouchSupport Outage

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Posted by richardhay, 09-06-2011, 10:34 AM
Hi everyone.

About two or 2.5 hours ago, TouchSupport went down, including our servers hosted and managed by them. I called, and they said that they were experiencing a major DDOS attack. But, for the last 1.5 hours, they've not been answering their phone, cell phone, or AIM messages. The lack of communication is very, very concerning. Has anyone been able to get through to them for an update?

Thanks!

Richard
Posted by TouchSupportRan, 09-07-2011, 11:17 AM
Richard,

At approximately 8:17am EST yesterday, an HA event occurred which was caused by the fact that the filesystem on the BlueArc SAN was incorrectly reporting as completely full. All VM's attached to this storage export were effected.

Initial inspection went to the public switch level, since we thought there may be another DDOS attack as we've seen in the recent past which proved to be fruitless. Once the error was resolved we were began to manually bring VM's back online. Several required manual fsck to correct errors, and then everything appeared to work again.

We have contacted our hardware vendor in regards to this issue and they have already implemented a fix to ensure that it does not happen again.

We are offering our clients SLA credits to compensate for this unexpected downtime, please contact our accounts team and we can proceed from there. I apologize for any inconvenience this may have caused you, or any of our other customers.