DDoS Attack -- Smile DNS Infrastructure (Resolved)
  • Priority - Critical
  • Affecting System - DNS
  • We experienced a major DDoS attack yesterday on our DNS Infrastructure which led to a number of issues for Smile Subscribers -- including:

    1. Slow webpage load times
    2. Slow/intermittent email issues
    3. The following sites were also unavailable during this time: smileglobal.com, status.smileglobal.com. and billing.smileglobal.com

    This issue has been addressed, and the vulnerable DNS servers have been replaced. We apologize for the inconvenience and frustration many of you likely experienced.

    Thank you for your patience and understanding.

  • Date - 02/06/2015 08:00 - 02/07/2015 01:28
  • Last Updated - 02/07/2015 01:32
Primary webserver temporarily offline (Resolved)
  • Priority - Critical
  • Affecting Server - v2
  • We are investigating an issue that has temporarily brought down the webserver which hosts not only customer sites, but our own website and status site. Please check back shortly for updates.

    We had to rebuild the RAID array of the server, which took a lengthy period of time. We apologize for the downtime, and will be implementing a failover system to prevent future problems of this nature.

    Thank you for your patience during this time.

    Smile Support Staff

  • Date - 06/27/2013 00:00 - 06/27/2013 08:00
  • Last Updated - 06/27/2013 08:12
RAID array drive replacement (Resolved)
  • Priority - High
  • Affecting System - Q2 Email Server
  • We are replacing a failed harddrive on our Q2 email server - our goal is to keep service online during this process, however there is a slight chance that the server will need to be taken offline for the final stage of this process.

    We will also post this on our status website. If you are encounter an outage, please check the status site and be patient while we get things resolved.
    Thank you,
    Smile Support Team

  • Date - 01/13/2013 09:30 - 01/13/2013 12:30
  • Last Updated - 05/15/2013 01:21
Email server maintenance (Resolved)
  • Priority - Critical
  • Affecting System - Email
  • We are currently performing offline maintenance on our primary email server at this time. We apologize for the inconvenience and hope to have things back up and running soon. Please check our status site for updated information: http://status.smileglobal.com

    Thank you for your patience,

    Smile Support Staff

  • Date - 12/10/2012 01:48 - 12/13/2012 02:28
  • Last Updated - 12/10/2012 01:50
Scheduled Maintenance on Plesk server (Resolved)
  • Priority - Critical
  • Affecting Other - Plesk

    The datacenter hosting our Plesk server has issued the following announcement, so we’d like to pass it along to our customers that have services hosted on this server. *Please Note: Smile’s Status server is also hosted on this server, which means that you will not be able to access our status site while the server is down.

    Please be advised that our staff will be performing necessary Virtuozzo Linux upgrades and service container maintenance on hardware nodes currently operating one of our virtual servers on Sunday, January 1, 2012 starting at 7:00 PM ET.

    The maintenance window is scheduled between 7:00 PM and 11:59 PM ET. Software updates will require patching and rebooting hardware nodes. These updates are necessary to prevent unexpected issues with Parallels Virtuozzo and to insure that hardware nodes are secure and stable. These updates will also address the known server side backup issues that are occurring for some customers. No more than 20 minutes of downtime is anticipated for any virtual server.

    Thank you for your understand.

    Smile Support Staff


  • Date - 01/01/2012 19:00 - 01/01/2012 23:59
  • Last Updated - 01/14/2012 16:45
Service Disruption (Resolved)
  • Priority - Critical
  • Affecting System - Upstream Network Provider
  • We had a brief service disruption this morning due to an outage at an upstream network provider. This issue has since been resolved and should not ocurr again.

    Thanks for your patience,

    Smile Support Staff

  • Date - 12/20/2011 09:30 - 12/20/2011 09:40
  • Last Updated - 12/20/2011 19:14

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