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If you have any concerns or suggestions we would love to hear from you:

800-882-8701 or email solutions@suretech.com

SureTech.com, Inc.
1375 Broadway, 10th Floor
New York, NY 10018
http://suretech.com

Dear SureMail Users,

On February 10th, 2015 we had connectivity slowness from 2 pm EST to 3:30 pm EST.  

The slowness on the system was caused by network hacking attempts which slowed down the server farm.  Security is our utmost priority and we are pleased we were able to mitigate a network attack thanks to our protection systems and the rapid intervention of our network and security specialists. We also implemented countermeasures to prevent similar signature attacks in the future. We apologize for any inconvenience caused by this incident. 

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On November 5th, 2014 latencies were observed on eight Exchange 2013 servers around 8:00 am EDT.

These latencies reduced the speed of the mail flow and affected the Outlook Web Application (OWA).

We diagnosed the issue by working with our equipment vendor and Microsoft. A maintenance operation started at 7 pm EDT and lasted until 11 pm EDT. This operation involved adding an SSD to each server to handle the Transport layer database traffic. The operation successfully resolved the latencies.

This is a temporary measure until the root cause is dealt with, at which point the proper course of action will be taken. We are confident that this temporary measure will fully eliminate re-occurrences until the final fix is applied.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On October 30th, 2014 we partially lost connectivity to our site 2 datacenter at 3:39 pm EDT. Four minutes later, at 3:43 pm EDT, connectivity was completely lost. Network connectivity went back to normal at 3:52 pm EDT but services took longer to recover.

The network recovered itself after thirteen minutes but our sysadmin team had to bring all the servers and databases back online manually which took longer. By 4:25 pm EDT, 98% of the services were back online and by 5:04 pm EDT, everything was back online.

After an investigation, we found that the loss of network connectivity was due to a crash in both our primary and backup core switches. The crash occurred within a four minute interval and unfortunately, those switches take more than four minutes to complete their boot up sequence. The Exchange servers did an automatic shutdown to prevent any further issues.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On April 7, 2014 we experienced outbound and inbound delay for some users on our MS Exchange 2010 servers starting at approximately 1:30 pm.

The issue started at around 1:30 pm EST and we identified the issue by 2:45 pm EST.

There was an issue with our SMTP relay servers that was causing the issue.  We have put changes in place to avoid this issue again in the future.   

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

From March 1 to March 5 some of our Hosted Exchange 2013 users experienced difficulty in accessing their mailboxes through MAPI (Outlook) or ActiveSync protocol.  The issue was caused by a limitation of Exchange 2013 Enterprise software for RPC protocol connections on Exchange Mailbox Servers.  Our monitoring logs showed that between 10:30 am and 4:00 PM EST up to 10% of connections to some our Mailbox servers were dropped and users had difficulty reconnecting, due to a problem with the RPC service on the Mailbox servers. Our Exchange engineers coordinated directly with MS Engineers to finally diagnose the root cause of the issue and fix for the servers. 

The fix was successfully applied on the night of March 5.  This corrected the improper Exchange behavior ensuring that the RPC connections would no longer be dropped or blocked.  There continued to be isolated issues due to the emergency work-arounds we had to put in place during this troubleshooting on March 6 and full fixes for all issues were resolved as of that evening. 

This is the longest troubleshooting of a single issue we have experienced in almost 10 years working with these hosted Exchange services.  We deployed all available resources to diagnose and work with Microsoft to implement the repair and understand the headaches and expense the connectivity issues cost.  OWA access was available during the connection issues to local Outlook clients. 

We are glad to report this full resolution and our continued commitment to ensure improvements to our architecture so we can address issues even better for the future ...

Dear SureMail Users, On February 4, 2014 we experienced MS Outlook connectivity issues for some users on our SureMail system.

The issue started at about 12:30 PM EST and services were fully restored for all users by 1:40 PM EST.

The issue came from one of the SureMail Front end servers, the service responsible for establishing and managing the Outlook connections, known as MSExchangeRPC, entered a state where it was not able to process the connections properly. The system monitoring the service tried to restart it and failed.

We had to manually and forcibly end the service to make sure it was restarted properly. We are putting improvement in place to ensure services restart automatically. 

 If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users, On November 13, 2013 we experienced intermittent connectivity issues for some users on our SureMail system.

The issue started at about 12:00 PM EST and services were fully restored for all users by 12:10 PM EST.

There was hardware failure on one of our Exchange servers which resulted in connectivity loss for some users and has since been fully resolved. We apologize for any inconvenience that this may have caused.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service.
No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

 If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On August 5, 2013 we experienced intermittent connectivity issues for some users on our SureMail system.

The issue started at 9:45 AM EST and became more consistent at 10:02 AM EST. Services were fully restored for all users by 11:10 AM EST.

There was an issue with one of our application firewalls which resulted in Exchange connectivity loss for some users. We are investigating the issue to prevent it from causing downtime in the future. We apologize for any inconvenience that this may have caused.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureDesk Users,

On April 22, 2013 we experienced a service outage for some users on our SureDesk environment.

At approximately 8:15 AM EST we began experiencing log-in issues for some users due to a Citrix networking issue with the Netscaler device, which enables log-ins to the hosted desktop and all published applications. The settings for the Netscaler device were resolved and tested to confirm that issues were fully resolved by 10:15 AM EST. We are continuing an investigation regarding this matter to prevent it from causing downtime in the future. We apologize for any inconvenience that this may have caused.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureDesk Users,

On February 25, 2013 we experienced a service outage for some users on our SureDesk environment.

At approximately 12:45 PM EST we began experiencing a service slowness for some users on our SureDesk environment. Issues were found with the network hubs in Houston, Texas where the was ISP causing some bandwidth connection issues into our data center for some users. The data center went to a failover ISP to resolve the immediate issue. Issues were fully resolved by 1:10 PM EST. We are continuing an investigation regarding this matter to prevent it from causing downtime in the future. We apologize for any inconvenience that this may have caused.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service.p>

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On February 14, 2013 we experienced a service outage for some users on our SureMail system.

The issue started at 8:45 AM EST and services were resumed by 8:55 AM EST. There was an issue with one of our application firewalls which resulted in Exchange connectivity loss for some users. We are investigating the issue to prevent it from causing downtime in the future. We apologize for any inconvenience that this may have caused.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

If you have any questions, please email solutions@suretech.com or call 1-800-882-8701 x1.

Thank You,

- Your SureTech Solutions Team

Dear SureMail Users,

On February 1, 2013 we experienced a service outage for all users on our SureMail system.

The issue started at 7:22 AM EST and services were largely resumed by 7:59 AM EST. There was a residual issue with 1 server that caused some service connectivity problems to remain until 8:50 AM EST.  The issue was caused by a power loss on one of our racks and a failure in the UPS backup to perform as it should have to maintain service during the power outage.  We are working now to improve power redundancy configuration in the rack that encountered the issue to prevent the same issue in the future.

Please note that although we strive and hope for 100% uptime, with our current infrastructure we realistically expect, and continue to deliver 99.9+% uptime and this outage continues to support our expected level of service. No mail was lost and users should have experienced at most a short delay in sending or receiving mail.

Thank You,

- Your SureTech Solutions Team

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