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Service disruption - 14 Aug 2013 Print

Virtual Access apologises for any inconvenience caused by a service disruption between approximately 5AM and 1PM today.  The problem affected email services for the duration, as well as preventing login on our dial-up and 3G broadband services until around 10AM.


The problem was caused by a fault condition in a storage cluster, run by a supplier to Virtual Access who houses one of our virtual servers.


Aside from the fault itself, we have found our supplier in this instance to be uncharacteristically difficult to deal with or get information from.  This has meant that the information that we have been able to provide to our clients has been extremely limited.  We find this situation to be unacceptable, and despite our best efforts during the outage, we were unable to improve the situation.  Please be assured that we will be working with our supplier in the days ahead to clarify what happened and put in place better communications to deal with any future faults.


We thank you for your patience and understanding in this matter, and sincerely apologise for the inconvenience and disruption that this incident may have caused you.