Feeds

Rotten routers caused Intermedia service crash, says CEO

Wanna qualify for SLA credits, got 72 hours

Internet Security Threat Report 2014

The service blackout at third-party Microsoft Exchange hosting biz Intermedia was caused by glitches in core routing kit, the CEO has confirmed.

As revealed by El Reg on Tuesday, Intermedia went down in the UK early afternoon and remained down for some hours, with customers forced to vent their spleen on Twitter because they could not contact the company.

Phil Koen, CEO at Intermedia, sent us some comments - which were posted on his blog - saying that normal service delivery has resumed, "there has been no data loss and there were no security breaches".

He revealed that on 28 August it encountered an "issue with our core routers" and it "implemented a fix" that rectified the fault a day later, or so Intermedia thought.

But by yesterday morning, "further anomalies" were observed said Koen:

"Attempts at intervention were unsuccessful, and corruption in our core routing table progressed to the edge routers in all our US data centres".

"This created significant packet loss between the edge and core in each data centre and it prevented delivery of service to our customers. In addition, as our communication systems reside in the same data centres, our ability to communicate with customers and partners was disrupted".

Customers on both sides of the pond - folk in the UK claimed to be affected by the outage too - were united in the anger over the lack of communication from Intermedia, and leapt onto Twitter to complain.

Koen said the network and services were brought online at 3.30pm Eastern Standard Time (EST) and the final server related issues were sorted out by 6.30 EST.

Intermedia will now complete the Reason For Outrage report, take lessons from this to "improve stability and resilience" and increase the "responsiveness and robustness of customer notification tools and systems", said the CEO.

"Although we were successful in notifying many of our customers about the issues via alternate email addresses, text messages and HostPilot, not all customers were reached," he added.

Customers have 72 hours to log the call to qualify for SLA credits, though as our readers pointed yesterday, this does not cover any potential financial losses caused by a dip in productivity or lost business. ®

Beginner's guide to SSL certificates

More from The Register

next story
Docker's app containers are coming to Windows Server, says Microsoft
MS chases app deployment speeds already enjoyed by Linux devs
'Hmm, why CAN'T I run a water pipe through that rack of media servers?'
Leaving Las Vegas for Armenia kludging and Dubai dune bashing
'Urika': Cray unveils new 1,500-core big data crunching monster
6TB of DRAM, 38TB of SSD flash and 120TB of disk storage
Facebook slurps 'paste sites' for STOLEN passwords, sprinkles on hash and salt
Zuck's ad empire DOESN'T see details in plain text. Phew!
SDI wars: WTF is software defined infrastructure?
This time we play for ALL the marbles
Windows 10: Forget Cloudobile, put Security and Privacy First
But - dammit - It would be insane to say 'don't collect, because NSA'
Oracle hires former SAP exec for cloudy push
'We know Larry said cloud was gibberish, and insane, and idiotic, but...'
Symantec backs out of Backup Exec: Plans to can appliance in Jan
Will still provide support to existing customers
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Win a year’s supply of chocolate
There is no techie angle to this competition so we're not going to pretend there is, but everyone loves chocolate so who cares.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.