SuffolkOnline.net

Email Issues - Last week

To all Suffolk Online subscribers we are writing to apologise for the issues you will probably have had on Wednesday and Thursday, with sending and receiving email through your Suffolk Online email address.

Unfortunately, during Wednesday afternoon (19th October) there was a major hardware failure with our suppliers email server equipment and the online backup system also failed to plug the gap at this time. From here the engineers then were required to replace the faulty part and then restore the email server to normal working order. All this process took much longer than we would have liked, with email services actually being restored at 11pm on Thursday night.

We understand your frustration at being without any email access for this period of time but we hope you also understand that this event is quite an unlikely scenario to occur.

We would like to draw to your attention the Service Status on the home page of our website at www.suffolkonline.net. This section is on the right hand side, underneath the Suffolk Online Helpdesk and the images of the helpdesk staff. Please keep an eye on this in the future and especially during scenarios like this so we can then keep you updated with the latest developments on resolutions and projected fix times, as we did over the past few days in this section.

We continue to work with our suppliers and press for better resiliency in the systems should a rare hardware fault like this occur again. As Blackberry proved last week, even massive global companies can suffer from such major glitches

Once again we apologise for the inconvenience this caused.

Suffolk Online Support