Support and Maintenance

Support and Maintenance

Welcome to our Support and Maintenance page. This page is updated with any upcoming maintenance alerts and information.  All scheduled and unscheduled support and maintenance notifications will be displayed here, so please check this page before contacting the support and maintenance team.


Upcoming Maintenance Schedules

Past Maintenance Schedules

maintenance

Maintenance & Upgrade to primary storage platform

From: 13th February 2016 - 1:00
To: 13th February 2016 - 3:00

The following is an explanation of an upcoming Planned Maintenance Window for Quest Cloud Solutions Ltd’s Cloud services. Please take note of the “Impact Details” section as action may be required by you.

Please contact your Account Manager if you require more information or have any questions.

Maintenance Reference: 02/16_1

Description of Works:
We will be completing essential maintenance on our primary storage platform in order to update the platform & rectify issues identified by our Storage hardware vendor.  Changes will include replacement hardware as well as multiple software and firmware upgrades.

Impact Details:
Whilst the nature of the works can be completed with the systems remaining in a live state, Quest are taking the decision to suspend access to the platform during the allotted window due to a potential risk for servers accessing some elements of the Storage Network. Virtual servers will be placed into a saved state which will suspend all disk traffic to the virtual server.

Once the Maintenance tasks have been completed all virtual servers will be brought back online, servers will resume from the same state as prior to the maintenance event commencing.

As a result of this action users will not be able to access their systems while the maintenance is carried out.

We apologise for any inconvenience caused by these works.

Communication: l.bellis@questcloud.co.uk

maintenance

3rd Phase of upgrade to Software running the questBackup solution

From: 27th February 2015 - 8:00
To: 27th February 2015 - 20:00

The following is an explanation of an upcoming Planned Maintenance Window for Quest Cloud Solutions Ltd.’s Cloud services.  Please take note of the “Impact Details” section as action may be required by you.

Please contact your Account Manager if you require more information or have any questions.

Description of Works:

We are continuing the upgrade of the the front end of the questBackup solution as instructed by the software vendor.  This is a continuation of the works commenced on 18th February under Maintenance Ref 02/15_1 and continued on 24th February under Maintenance Ref 02/15_2

The upgrade works will be carried out in line with the best practice guidelines as set out by the software vendor This includes the ability to restore the current version if issues are experienced during the upgrade.

Impact Details:

There will be minimal impact to services during this period.  The work is being completed during the day to ensure the platform is online when routing backups commence in the evening.

During the course of the day we expect the questBackup portal to be offline at times.

If a backup job is still running at when work commences, that started the previous evening then the job will be cancelled.

No data held from previous successful backup jobs will be put at risk during these works.

Communication:

j.gaillard@questcloud.co.uk

maintenance

2nd Phase of upgrade to Software running the questBackup solution

From: 24th February 2015 - 0:00
To: 24th February 2015 - 0:00

Quest Cloud Solutions Ltd Notice of Planned Maintenance

The following is an explanation of an upcoming Planned Maintenance Window for Quest Cloud Solutions Ltd.’s Cloud services.  Please take note of the “Impact Details” section as action may be required by you.

Please contact your Account Manager if you require more information or have any questions.

Description of Works:

We are continuing the upgrade of the the front end of the questBackup solution as instructed by the software vendor.  This is a continuation of the works commenced on 18th February under Maintenance Ref 02/14_1

The upgrade works will be carried out in line with the best practice guidelines as set out by the software vendor This includes the ability to restore the current version if issues are experienced during the upgrade.

Impact Details:

There will be minimal impact to services during this period.  The work is being completed during the day to ensure the platform is online when routing backups commence in the evening.

During the course of the day we expect the questBackup portal to be offline at times.

If a backup job is still running at when work commences, that started the previous evening then the job will be cancelled.

No data held from previous successful backup jobs will be put at risk during these works.

Communication:

j.gaillard@questcloud.co.uk

maintenance

Upgrade to Software running the questBackup solution

From: 18th February 2015 - 0:00
To: 18th February 2015 - 0:00

Quest Cloud Solutions Ltd Notice of Planned Maintenance

The following is an explanation of an upcoming Planned Maintenance Window for Quest Cloud Solutions Ltd.’s Cloud services.  Please take note of the “Impact Details” section as action may be required by you.

Please contact your Account Manager if you require more information or have any questions.

Description of Works:

We are upgrading the front end software of the questBackup solution as instructed by the software vendor.

The upgrade works will be carried out in line with the best practice guidelines as set out by the software vendor This includes the ability to restore the current version if issues are experienced during the upgrade.

Impact Details:

There will be minimal impact to services during this period.  The work is being completed during the day to ensure the platform is online when routing backups commence in the evening.

During the course of the day we expect the questBackup portal to be offline at times.

If a backup job is still running at when work commences, that started the previous evening then the job will be cancelled.

No data held from previous successful backup jobs will be put at risk during these works.

Communications:

j.gaillard@questcloud.co.uk

resolved

Quest Cloud Solutions Ltd – Notice of Planned Maintenance

From: 13th August 2014 - 23:00
To: 14th August 2014 - 3:00

IBM SAN Expansion – Continuation

Description of Works: The works completed in the early hours of this morning were successful, however we did not totally complete all the items intended within the window.  As such we are extending the Maintenance Window into the same hours tonight / tomorrow morning.  We will be additional adding in further SAN Shelves into our Storage infrastructure in order to cope with the continued growth in data storage requirements.

Impact Details: We do not expect any services to be affected by the works being completed however as engineers will be working at the Data Centre all services should be deemed as ‘at risk’.

Communication: j.gaillard@questcloud.co.uk

Issue Resolved: 14th August 2014 | 14:32

resolved

Quest Cloud Solutions Ltd – Notice of Planned Maintenance

Reported: 14th August 2014 | 14:40

From: 12th August 2014 - 23:00
To: 13th August 2014 - 3:00

Title: IBM SAN Expansion

Description of Works: We will be additional adding in further SAN Shelves into our Storage infrastructure in order to cope with the continued growth in data storage requirements.

Impact Details: We do not expect any services to be affected by the works being completed however as engineers will be working at the Data Centre all services should be deemed as ‘at risk’.

Communication: j.gaillard@questcloud.co.uk

Issue Resolved: 14th August 2014 | 14:41

resolved

Impact to WAN Connectivity – DDoS Attempt

Reported: 18th March 2014 | 12:02

From: 17th March 2014 - 15:10
To: 17th March 2014 - 15:20

Incident Summary

Service: Impact to WAN Connectivity
Impact: Loss / Degradation of Services to Customers

Incident Details: On 17th March at 15:10 we experienced an influx of calls from our customers as they were experiencing difficulty in connecting to our services. We were also alerted by our monitoring solutions that there was an issue with WAN connectivity to our Maidenhead facility.

Progress Details: Our initial investigations confirmed WAN connectivity to the Maidenhead facility was at fault and therefore we immediately liaised with our Datacentre partner Pulsant.  Pulsant were already aware of an issue affecting one of their Internet Access partners.

At 15:20 on 17th March our Datacentre partners confirmed that service had been restored, resulting in a maximum of 10 minutes of disruption.

Corrective Action: Pulsant has confirmed to Quest that one of their Internet Access Providers experienced a DDoS (Distributed Denial of Service) attack.

The threat was promptly identified and engineers removed the threat from the affected links as soon as possible.

Additional Comments: A DDoS attack is an attempt to flood a network with traffic in order to make that network unavailable to the intended users.  This is not an attempt to ‘hack’ or access data, but merely to render the access to that data unavailable.  At no point was the integrity of data held within our facility at risk.

Our clients experienced a range of outcomes during the 10 minute window of the incident which ranged from excessive latency (a delayed response from the system) or total loss of service.

Whilst Quest regrets that the incident took place, Quest is satisfied our Data Centre partner and its upstream suppliers took extremely prompt action to restore service.  This swift resolution to an intelligent DDoS attack is testament to the benefits of utilising a Cloud solution and a world-class Datacentre Partner.

Issue Resolved: 18th March 2014 | 12:08

maintenance

Data Centre – Core Network Maintenance – #2

From: 5th February 2014 - 2:00
To: 5th February 2014 - 4:00

Description of Works:  We have been informed by our Data Centre partner, Pulsant, that they will be performing maintenance on the core routing platform at the Maidenhead facility.

We have been informed that the maintenance is required to perform critical firmware upgrades as recommended by the equipment vendor.

This maintenance will take place in a 2 hour window, between 2am and 4am, on Wednesday 29th January and Wednesday 5th February 2014.

Impact Details: We have been advised that our Data Centre partner are taking a cautious approach and for us to inform our customers that a maximum period of one hours’ downtime may be experienced, if the initial firmware upgrade is unsuccessful and therefore a roll back of firmware is required.

maintenance

Data Centre – Core Network Maintenance – #1

From: 29th January 2014 - 2:00
To: 29th January 2014 - 4:00

Description of Works:  We have been informed by our Data Centre partner, Pulsant, that they will be performing maintenance on the core routing platform at the Maidenhead facility.

We have been informed that the maintenance is required to perform critical firmware upgrades as recommended by the equipment vendor.

This maintenance will take place in a 2 hour window, between 2am and 4am, on Wednesday 29th January and Wednesday 5th February 2014.

Impact Details: We have been advised that our Data Centre partner are taking a cautious approach and for us to inform our customers that a maximum period of one hours downtime may be experienced, if the initial firmware upgrade is unsuccessful and therefore a roll back of firmware is required.

maintenance

Upgrade of Firmware on Cisco Switching Infrastructure

From: 26th January 2014 - 2:00
To: 26th January 2014 - 4:30

We are upgrading the Firmware of our Cisco Switching infrastructure within the VMWare vCloud environment to the latest version, as recommended by our vendors. The task will be completed in accordance to Cisco best practice guidelines.

Impact Details: We do not envisage any impact on the live system due to operating a diverse Cisco switching infrastructure.