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/connectivity issues

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As of 2:30AM on June 20, 2013 we’ve been noticing severely limited connectivity between our dedicated and cloud infrastructure. This is causing a majority of our websites to be inaccessible. We’re working with Rackspace to figure out what the issue is and how to fix it.

We currently believe this is a routine maintenance at Rackspace gone awry.

Update June 20, 2013 4:10 AM CST: We’re working with Rackspace to get 95% of our sites back online. We’re hoping to have 100% restoration by 6:00AM CST.

 

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.

Network Connectivity Issues

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We’re currently experiencing some network connectivity issues between some of our hardware. This is causing sites to be unavailable or display database connectivity messages. We’re looking in to the issue now and working with our partners to identify the cause.

UPDATE 12:30pm CST: At this time we believe the network connectivity issues have subsided. We’re still investigating the cause of the issues, but things should be running normally at this time.

Pressable

April 9, 2013

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We’re removing a plugin that is known to put malware onto our customers sites off our systems. This will be in effect until the plugin has been re-instated at WordPress.org. Please see this blog post by Sucuri for more details on what this plugin does.

Caching Server Issues

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There’s an issue with some of our caching services causing intermittent site issues and downtime. We are working with our providers and operations team to get everything online. This blog will be updated with more information when it becomes available.

UPDATE 7:55PM CST: At this time we’ve reconfigured our caching setup to remove the impacted hardware from production. We’re still evaluating the root cause, but expect sites to be stable now.

Scheduled Maintenance Sunday April 7 0030 – 0230 (12:30AM – 2:30AM) CST

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In our ongoing efforts to give you the best WordPress Hosting on the planet, we need to make some system wide upgrades to our infrastructure. These upgrades will be happening on Sunday morning at 12:30AM CST, and will last 2 hours, till 2:30AM.

During this maintenance window, all websites will show a generic message letting you and your visitors know that the website is down for maintenance.  We’re sorry for the downtime, but this is absolutely necessary, to keep up with our growth, and to continue to serve you in 2013.

For the geeks: We’re upgrading our NAS again, adding drives that are much faster, which should result in “Zippier” websites.