Outage at primary data center (resolved)
Between 6:00 AM and 6:29 AM Pacific time August 7, 2011, all services were unavailable due to a power failure at our primary data center.
The problem was resolved for most servers by 6:29 AM, and for all servers except the “amy” server by 6:53 AM. The “amy” server needed extra manual intervention, and was working by 7:55 AM. All services are now operating normally.
Any e-mail that arrived during the outage was queued at our secondary data center and delivered as soon as the outage ended.
We sincerely apologize for this problem. We know you count on us for reliability, and we don’t consider this acceptable, especially since the data center has had previous power problems this year. However, this incident had a different root cause. It wasn’t a utility power failure that the redundant UPS systems didn’t handle, but was instead caused by a circuit breaker incorrectly “tripping” to prevent the power output of the UPS systems from reaching the server cabinets.
Update 4:15 PM: We have received an incident report from the data center indicating that they are working to replace the affected part of the UPS system to prevent further problems.
on Sunday, August 7, 2011 at 6:21 am (Pacific) Delicious design studio wrote:
Hi,
Thanks for the update, I hope you’ll be able to solve this soon!
Please let me know, thanks.
Tiziano
on Sunday, August 7, 2011 at 6:29 am (Pacific) Gisele wrote:
Oh, thats why! Thanks for the update!!
on Sunday, August 7, 2011 at 6:34 am (Pacific) Volodymyr Frytskyy wrote:
Per my observations, my site was down for exactly 30 minutes, now it’s back to life and running well. Thanks you for fixing it quickly.
Despite this particular problem today I have to say that my experience with your uptime it’s much better then with other hosting companies I’ve was working with before.
on Sunday, August 7, 2011 at 7:00 am (Pacific) Gisele wrote:
thanks!! i am back up now!!
on Sunday, August 7, 2011 at 7:04 am (Pacific) Mark Boccuzzi wrote:
Thanks for keeping us updated! Your service and support are awesome!
on Sunday, August 7, 2011 at 9:38 am (Pacific) Steve anderdin wrote:
You guys ROCK! Overall wonderful uptime and the best customer support ever. That is why we moved all of our hosting accounts to tigertech and recommend you to everyone! 5 Stars all the way!
on Monday, August 8, 2011 at 6:26 am (Pacific) Bruce wrote:
I’ve been hosting with you guys for almost a decade now and have turned many others to you, for both personal and business sites. Over that period I can count on just one hand how many outages I’ve experienced for email and/or web. Every time there’s been a problem you’ve been up front with the details and followed through to resolution and lessons learned.
You guys (and gals) really rock! I’ve seen a lot of hosting providers over the years, and there’s absolutely NO COMPARISON to TigerTech.
Thank you for providing such great service!