System downtime 12/12/2017
At 10:50am this morning our servers went offline causing InTouch and it’s associated services to become unavailable until 11:30am, when everything came back online. We know how important our services are for our customers and so please accept our sincere apologies.
As you may know, we moved our hosting over to UK Fast earlier in the year and whilst this is the first occurrence of unplanned downtime, any such occurrence is not acceptable. UK Fast promise us 100% up-time and we, like you, expect 100% up-time (outside of planned downtime) as a result. They have told us the reason for the unplanned was a power outage at the UK Fast data centres, more details of which can be seen here https://www.ukfast.co.uk/status.html.
UK Fast owe us an explanation as to why we experienced this sudden outage when their data centres have so many layers of redundancy and they have promised a full incident report in due course. When we know more information around how and why this happened we will let you know. We intend to do everything within our power to ensure this does not happen again.