Dear Friend,
Thank You For Your Business.
We understand how important your uptime is and never want an interruption in service to jeopardize our relationship with you. We realize the trust that you have put in us and we will continue to work on ways to minimize interruptions. If you have any questions, please contact me 716-903-5602.
Sincerely,
Brian M. Maouad, Advance2000 – CEO
July 2020
Cloud Services: 7/1/2020 Performing maintenance on our power systems caused a 15 minute outage to some desktop Compute resources. The effected systems are now fully operational and if you are still experiencing any outage, please contact our help desk.
Root Cause: Power system failure during maintenance.
Mitigation: If you need assistance, please contact our support line at 800-238-2621 – Option 3.
December 2019
Cloud and Telephony Services: 12/12/2019 Some Customers may have experienced Intermittent issues with cloud and telephony services. Advance2000 has identified the issue and has implemented a fix. Services will continue to be monitored.
Root Cause: Advance2000 is currently investigating the root cause and monitoring services.
Mitigation: If you need assistance, please contact our support line at 800-238-2621 – Option 3.
May 2019
Cloud In Touch: 5/29/2019 Intermittent issues with call quality have been reported. Advance2000 has identified and resolved the issue. Services will continue to be monitored.
Root Cause: Advance2000 is currently investigating the root cause and monitoring services.
Mitigation: If you need assistance, please contact our support line at 800-238-2621 – Option 3.
April 2019
Reported Windows Microsoft Update Issue: 4/11/2019 some of our customers may have experienced login & connection issues when connecting to Advance2000 Cloud Services due to Windows Microsoft Update. At this time Microsoft has temporarily blocked devices from receiving this update. Those that have received this update will need to be addressed individually.
https://support.microsoft.com/en-gb/help/4493467/windows-8-1-update-kb4493467 (Security-only update)
https://support.microsoft.com/en-gb/help/4493446 (Monthly Rollup)
https://support.microsoft.com/en-gb/help/4493448 (Security-only update)
https://support.microsoft.com/en-gb/help/4493472/windows-7-update-kb4493472 (Monthly Rollup)
https://support.microsoft.com/en-gb/help/4493450 (Security-only update)
https://support.microsoft.com/en-gb/help/4493451/windows-server-2012-update-kb4493451 (Monthly Rollup)
The following operating systems are affected:
Windows 7
Windows 8.1
Windows 2008/2008 R2
Windows 2012/20012 R2
Root Cause: Microsoft Windows Update and Sophos Endpoint/Server Protection compatibility. We have mitigated the issue by adding exclusions within Sophos Endpoint/Server Protection to prevent this issue from happening. For additional information from Sophos please reference the following article: https://community.sophos.com/kb/en-us/133945
Mitigation: If you need assistance, please contact our support line at 800-238-2621 – Option 3.
March 2019
Reported Carrier Issue: 3/26/2019 some of our customers may have experienced login & connection issues when connecting to Advance2000 Cloud Services.
Root cause: North East Level 3 Carrier Issue. Advance2000 worked with this provider to ensure prompt response and quick resolution.
Mitigation: All services are fully up. If you need assistance, please contact our support line at 800-238-2621 – Option 3.
February 2019
SW21 Hosting Outage: 2/11/2019 some of our customers may have experienced login issues when connecting to SW21 Services.
Root cause: Windows browser. This was due to an upgrade during a regularly scheduled maintenance window which required browsers cache to be reset.
Mitigation: Some users may need to clear out browser cache and cookies. If you need assistance, please contact our support line at 800-238-2621 – Option 3.
January 2019
Cloud Outage: 1/29/2019 some of our customers may have experienced a connection failure when attempting to access Compute.
Root cause: You may have experienced intermittent connection to your cloud desktop. This was due to a software bug within specific data switches. We are working with the vendor to resolve.
Mitigation: Connection into the cloud should be back up as normal. If you need assistance, please contact our support line at 800-238-2621 – Option 3.
December 2018 – No Known Outages
November 2018 – No Known Outages
October 2018 – No Known Outages
September 2018 – No Known Outages
August 2018 – No Known Outages
August 2018 – No Known Outages
July 2018 – No Known Outages
June 2018
Cloud and Telephony Outage: 6/27/2018 between 3:10pm – 9:58pm EST, some of our Customers may have experienced a connection failure when attempting to access Compute and or Telephony.
Root cause: Multiple power outages from our utility company at one of our datacenters. During the last outage, two of our generators did not take the load as expected causing a power loss to the facility.
Mitigation: We had to manually switch to generative power, as power from our utility was reestablished. Cloud and Telephony service were restored, and customer connections are tested and monitored. Additionally, other generators have been installed at the site to replace the failed generators and are investigating why they failed and what caused these brownouts.
We’re committed to making it right, your service is our number one priority. Our next plan and within the next 30 days is to expedite the migration of your service to one of our more redundant facility which processes multiple power utility services. Our original plan has always been to migrate these primary services from the facility that failed as part of increasing redundancy and ways to eliminate downtime.
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Carrier Outage: 6/27/2018 between 2:05pm – 2:10pm EST, some of our Customers may have experienced a connection failure when attempting to access Compute and or Telephony. Some Circuits disconnected momentarily due to a reboot of carrier equipment due to a power event.
Root cause: Carrier outage due to power.
Mitigation: Engineers working with related carriers help mitigate future events.
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Cloud Outage: 6/19/2018 between 2pm – 4:50pm EST, some of our Customers using cloud services may have experienced a connection failure when attempting to access their desktops or servers. Individual services hung and had to be manually restarted for some Customers to allow connection.
Root cause: A human error during the UPS repair caused a power outage to some cloud services.
Mitigation: Engineers completed previous UPS repair, repowered services while additional care will be taken in the future to prevent similar error.
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Cloud Outage: 6/13/2018 between 6:50pm – 7:30pm EST, some of our Customers using cloud services may have experienced a connection failure the next day when attempting to access their desktops or servers. Individual services hung and had to be manually restarted for some Customers to allow connection.
Root cause: A power event triggered a UPS failure causing a power outage to some cloud services.
Mitigation: Engineers initiated repairs to the UPS and repowered services.
May 2018 – No Known Outages
April 2018 – No Known Outages
March 2018 – No Known Outages
Febraury 2018 – No Known Outages
January 2018 – No Known Outages
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