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Maintenance work in our London suites on 23rd June [completed]

The below work is now complete. There was a short outage in both SOV and HEX we believe all servers are now working as they are. If you have any issues please contact support.

We are planning on some preventative maintenance work to be undertaken on various items of equipment in our suites at Harbour Exchange Square (HEX) and Sovereign House (SOV) in London.

The works planned are as follows.

At SOV:

(1) Install new UPS batteries as the existing ones are reaching the end of their planned life. This operation is designed to be performed whilst the UPS is running. It should not therefore affect the electrical supply to this cabinet. However, we have a second, spare, tested UPS on-site in case anything does break on the first one and we then lose power.

Services or items that could be affected, if this UPS work fails and we have to fall-back to the spare, lasting for a period of no more than 30 minutes are:

– RADIUS authentication – we have a backup server running in another location, so ADSL users who are not connected before and actually try and connect at this time may find that authentication takes a few seconds longer. No existing connections should be lost or dropped.

– One backup name server will drop off the Merula network; there are 3 others in separate locations. There should be no effect on any clients or other services.

– One server running shared web-sites. All clients on this server who might therefore be affected have already been advised of the work planned.

– One co-lo server. This client has also been advised.

– Merula web-sites: the NOC server, portal server and mymerula sites would all be off-line for this period. The new off-site NOC box mentioned before isn’t due now to go live until early next week as the other ISP is undertaking planned works and can’t go live until then.

(2) Swap out an internal firewall. This will be done at the same time as the above work. The only sites affected will be internal Merula servers. No customer boxes or services are behind this firewall.

(3) Un-rack a couple of obsolete servers. None of these are currently live. No effect on anybody inside or outside the Merula network.

At HEX:

(1) Install a new backup router. No effect on any services or customers. It will be enabled at some future point which we’ll advise in advance.

(2) Replace cabinet UPS batteries and install a new monitoring NIC. Again, this is a hot-swap operation. The UPS should not go down. If problems do arise, again we have a spare, tested UPS on-site and maximum down-time for the services below will be 30 minutes.

– Internal monitoring server and fax server. No external effects.

– Two co-located client servers. These clients have already been advised of this possible down-time.

– One core switch – if power is lost, there will be a small amount of packet loss for 5-10 seconds as the ring stabilises. There is no direct affect on ADSL and connectivity services although there may be a few brief periods where access and traffic may be intermittent as switches & routers pickup new routing due to the work.

If you have not received an email from us, then you should expect to see nothing more, at the worst, than a little bit of instability on your ADSL connection for a period of no more than 30 minutes.

Please do email support@merula.net if you have any concerns or issues about the scope of this work.

EMERGENCY CONTACTS

The main support number is 0845 330 0666 (geographical 01480 355566)

There’s a second, fallback (geographical) number: 01480 411616. All numbers ring directly at our support centre, manned 24hrs x 365 days a year.

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