Sean, As far as I know, Stephan has been out of the office today without access to email, but I'm sure he will also reply when he gets these messages.
I appreciate the feedback below and I will be discussing it with our support teams. Our goal was to make this transition as seamless as possible and maintain the same level of customer support and obviously we fell short on that this morning. This is the first real Unlimitel outage our Support teams have had to deal with and we will use this as a learning experience for how to perform better going forward. I agree you should have gotten a better / faster reply to your support email and we should have notified customers directly as soon as we were aware of the issue. These are direct action items I will be dealing with internally to ensure they are resolved when the next outage does eventually happen. Thank you for your feedback, Matthew M. Gamble Team Manager, Service Platform Engineering Primus Telecommunications Canada On Thu, Jul 14, 2011 at 3:00 PM, Sean Healy <[email protected]> wrote: > Matthew, > > In the past, when there is a rare problem with Unlimitel, we'd normally > get this level of detail in a message directly from Stephen/Unlimitel > when questioning an issue via the support email address. > > This type of response has, in my mind, always made Unlimitel stand out > from other providers. Even if it arrives a couple hours after the > problem has been resolved, it's good to see an acknowledgement and what > will be done to prevent it from happening again. > > We can all relate to hardware issues. > > But this time, with no acknowledgement via e-mail, I called for support > and ultimately got booted into leaving a voice message. The voice > message was returned, but with no further details. When I questioned > the approximate time the outage started, I was told an influx of calls > about sip06 began around 9:15am! > > (And for the record, an e-mail response did arrive about 1.5 hours after > the issue was resolved. But a bit too late to respond to client > complaints.) > > Could Primus setup a web page or a separate mailing list that can advise > customers when there is an Unlimitel issue, giving service updates > and/or approximate times of any outage - scheduled or otherwise? That > way, we can translate it into something clients can understand. > > I know Unlimitel had a tool that we could run to determine server > status, I'm not sure if that still exists or not. > > Cheers, > Sean. > > On 7/14/11 1:57 PM, Matthew Gamble wrote: >> Bruce, >> >> The issue was caused by a hardware failure on the SIP-06 server >> earlier today that resulted in the drives on the system going into >> read only mode. This read-only mode caused issues processing calls >> and SIP registrations. Around 10:20 AM the issue was resolved and >> service resumed. We will be doing further maintenance tomorrow >> morning (2AM-4AM) to find the root cause of the failure and replace >> any necessary hardware to ensure this doesn't happen again. >> >> If you have any further questions, please don't hesitate to ask. >> >> Matthew M. Gamble >> Team Manager, Service Platform Engineering >> Primus Telecommunications Canada >> >> On Thu, Jul 14, 2011 at 1:27 PM, Bruce N <[email protected]> wrote: >>> >>> My clients complained as well. I would like to hear about this as well. >>> -Bruce >>> >>>> Date: Thu, 14 Jul 2011 10:51:40 -0400 >>>> From: [email protected] >>>> To: [email protected] >>>> Subject: Fwd: [on-asterisk] Unlimitel issues >>>> >>>> Me too, my all my SIP06 trunks at Unlimitel couldn't register but they >>>> came >>>> back up at 10.33am >>>> At the time I thought it was my router so I rebooted and concluded that was >>>> the problem. But if you had the same problem then it must have been >>>> Unlimitel . >>>> I hope we get an explanation from Stephan. >>>> Henry >>>> >>>> ---------- Forwarded message ---------- >>>> From: Sean Healy <[email protected]> >>>> Date: Thu, Jul 14, 2011 at 10:22 AM >>>> Subject: [on-asterisk] Unlimitel issues >>>> To: "[email protected]" <[email protected]> >>>> >>>> >>>> We're having trouble connecting to sip06 at Unlimitel this morning, >>>> since about 8:30am - does anyone know what's up? >>>> >>>> Seems their other servers are OK, just the numbers on sip06 aren't >>>> registering. >>>> >>>> --------------------------------------------------------------------- >>>> To unsubscribe, e-mail: [email protected] >>>> For additional commands, e-mail: [email protected] >>>> >>>> >>>> >>>> >>>> -- >>>> * Henry Coleman* >>>> [image: Picture] >>> >> >> --------------------------------------------------------------------- >> To unsubscribe, e-mail: [email protected] >> For additional commands, e-mail: [email protected] >> >> >> > > --------------------------------------------------------------------- To unsubscribe, e-mail: [email protected] For additional commands, e-mail: [email protected]
