Author Archives: Jeff

Thanksgiving Holiday Support Hours

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Thanksgiving is the time of year when everyone gets together with friends and family to give thanks for all that’s happened in the past year. The team at ZippyKid Pressable has a lot to be thankful for this year. We’ve been working hard on our rebranding, released some fun and exciting customer service tools and even welcomed some new little ones to the family.

With all of that to be thankful for, we’ll be eating copious amounts of turkey and enjoying what hopes to be one of the best weeks for college rivalry football. This means we’ll have reduced support beginning on Thursday, November 28 through the weekend.

What this means for you:

  • November 28th: Emergency Support Only
  • November 29th: Emergency Support Only
  • November 30th: Minimal Support Response
  • December 1st: Minimal Support Response

This means that on November 28th and 29th we won’t be available to respond to non-emergency requests. Generally speaking that means we’ll only be available for system wide outages/issues impacting the customer base.

For the remainder of the holiday weekend, support staff will be limited in availability. This means response times may be slower, or some non-critical items may be held until the following Monday.

We apologize in advance for any inconvenience this may cause you. If you have questions please feel free to direct them to help@pressable.com.

WordPress 3.7.1 Updates Rolling Out

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We’ve been closely monitoring the WordPress 3.7 release and the subsequent 3.7.1 release over the past couple of weeks. We’re happy to report that at this time we’re going to begin rolling out this new update to all sites.

You can read more about the WordPress 3.7.1 release here:

WordPress 3.7.1 Maintenance Release

If you have any questions about the update, please feel free to contact the support team through http://my.zippykid.com.

WordPress 3.6.1 Released and Updates Starting

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WordPress 3.6.1 has been released and we’re already working on getting this latest release out to users. As WordPress 3.6.1 addresses security issues in all prior versions of WordPress, this upgrade is required as part of our security policies for all users.

You can read more about the release on the official WordPress.org blog:

WordPress 3.6.1 Maintenance and Security Release

If you have any questions, or concerns, please feel free to contact our support team at help@zippykid.com.

 

Labor Day Support Hours

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From Wikipedia: the holiday is generally viewed as a time for barbeques and the end of summer vacations.

With Labor Day upon us, it can only mean one thing… THE END OF SUMMER. However, it’s not all doom and gloom. Moving past labor does mean that Football has returned, your favorite fall TV shows will start back up again, and there may be some relief from that brutal summer heat.

That being said, Labor Day gives us one last chance to eat too much and spend some time with friends and family. ZippyKid is going to take advantage of this, and that means we’ll have reduced support on Monday, September 2nd.

What this means for you:

  • September 2nd: There will only be emergency support.

What this means in practice is that on September 2nd we won’t be available to respond to non-emergency requests. Generally speaking that means we’ll only be available for system wide outages/issues impacting the customer base.

We’ll be back to business as usual on Tuesday, September 3rd.

We apologize in advance for any inconvenience this may cause you. If you have questions please feel free to direct them to help@zippykid.com.

RESOLVED – Slow/Unavailable Sites

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We’re currently experiencing an issue that is causing some sites to load slowly or not at all. We’re working with our providers to diagnose the issue and restore service levels.

UPDATE 12:30PM CST: We’re still working to restore service to normal levels. While systems may be more stable, there continues to be higher than normal values on our monitoring that we’re still investigating.

UPDATE 2:30PM CST: Service levels have returned to normal and we’re not longer seeing any issues with the systems. We expect sites to be performing normally now, but if you’re still seeing issues, let us know.

PATCHED – phpMyAdmin MySQL Security Vulnerability

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On Sunday, July 28th, 2013 at 9:05pm CST it was brought to our attention that a un-authorized disclosure vulnerability existed in our database cluster. By 9:25pm CST our team rolled out a fix to prevent this disclosure. Our team strives to immediately identify and resolve any security vulnerabilities.

The specific issue allowed an existing ZippyKid customer to view the contents of another customer database in MySQL.  This database was mistakenly used by our technicians in the process of troubleshooting customer issues.

It is important to note that no sensitive data was stored in an unencrypted form in the database that was mistakenly made available. However, we have advised the customers impacted of any steps they may need to take.

Our teams are constantly working and monitoring our systems for potential security issues. However, if you do discover an issue, we appreciate the responsible disclosure of these issues to security@zippykid.com.

If you have any questions, please feel free to contact the support team at help@zippykid.com. Thanks for your continued support.

4th of July Support Hours

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From Wikipedia: Independence Day is commonly associated with fireworks, parades, barbecues, carnivals, fairs, picnics, concerts, baseball games, family reunions, and political speeches and ceremonies, in addition to various other public and private events celebrating the history, government, and traditions of the United States.

With that being said, ZippyKid is taking a much deserved holiday for the 4th of July! What this means for you:

  • July 4th: There will only be emergency support.

  • July 5th – July 8th: There will be minimal support staffing.

What this means in practice is that on July 4th we won’t be available to respond to non-emergency requests. Generally speaking that means we’ll only be available for system wide outages/issues impacting the customer base.

For the remainder of the holiday weekend, support staff will be limited in availability. This means response times may be slower, or some non-critical items may be held until the following Monday.

We apologize in advance for any inconvenience this may cause you. If you have questions please feel free to direct them to help@zippykid.com.

Hybrid Cloud Degradation

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We’re seeing connectivity issues between our cloud network and our dedicated hardware at Rackspace. This is currently causing performance issues for sites, as well as intermittent complete unavailability. We’re working with Rackspace to get this corrected ASAP.

We apologize for any inconvenience, and if you have any questions, please don’t hesitate to contact support.

UPDATE 10:00AM CST: We’re seeing services start to return to normal, but we’re still monitoring some issues across the systems. We’re hopeful this will be resolved shortly and will update you shortly.

UPDATE 11:30AM CST: Systems have returned to normal and all affected sites should now be stable.

RESOLVED: SFTP and phpMyAdmin Issues

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We’re currently aware of an issue impacting the availability of our SFTP and phpMyAdmin servers. We’ve been working with our provider to get this issue resolved.

The issue impacts the ability to access site files via SFTP and the ability to access a site’s database through phpMyAdmin (available in my.zippykid.com).

There is currently no impact on the availability or performance of sites, only these services are being impacted.

We’ll provide an update as we have more information.

UPDATE 3:30PM CST: Services have come back online and we’re seeing the SFTP/phpMyAdmin services back online. If you’re still seeing issues connecting, please contact the helpdesk.