Incident Report – February 11, 2017

On February 11, a hardware failure affected many of our servers and clients. This incident report aims to inform our clients about what happened in the interest of transparency.

What happened?

A hardware failure in one of our data centers on February 11 at 1:30 PM EST caused a service interruption for the customers hosted in this data center.

We had to change the hardware and configure it to solve the issue, while preserving the integrity of the servers and network configurations.

During the night, all the services were back online.

What’s next?

We are deeply sorry for the inconvenience caused by this service interruption.

Throughout the day, rest assured that all of the Funio team did everything possible to provide fast, clear, and transparent answers to all of our customers, whether on social media, on the live chat, or by phone (once these interfaces were back online). Both our team of SysAdmins and our support team continue to be hard at work to make sure everything works smoothly and assist customers in need.

We are already working on developing and implementing new solutions and additional procedures to prevent this kind of interruption from happening again. Although the interruption was triggered by circumstances beyond our control, we are committed to preventing this kind of downtime in the future, which affects Funio and its valued customers.

We want to thank you all for your patience and understanding during these hours of disruption.

If you have any questions or suggestions, feel free to contact us by email at: contact@funio.com.

Best,
The Funio Team

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