january 2011 stability and email issues

Rob Miles - Friday, April 29, 2011

Earlier this year Business Catalyst experienced a series of incidents that caused significant problems for a large number of customers. They had issues with their hosted email services followed by stability problems on the legacy Sydney data center.

In light of this, BC are issuing a full month credit for all paid sites that were hosted on the legacy Sydney data center, and those that were using internally hosted email services.

To be more specific, the following sites will receive a full month credit:

  • All paid sites hosted on the AU data center that have been upgraded on or before January 31st
  • All paid sites using the internal Business Catalyst hosted mail service across all data centers, which have been upgraded on or before January 31st 2011
  • All customers that were affected by these incidents will receive an email announcing the full month of credit.

In addition, BC has made some updates to the site Admin Console to help customers understand the period for which the credit has been applied. Go to Home > My Account.

To issue the full month of credit, BC will skip a month of invoicing for websites with monthly billing, and simply postpone the invoice for one month for sites on annual billing. If your site is billed monthly, no invoice will be generated between 15 Apr and 15 May 2011. If your site is billed yearly, the next due invoice will be postponed by one month.

Since the series of incidents, BC has managed to solve all email issues by shifting to an externally hosted email provider and migrating all sites from the legacy Sydney data center to a new location.

Once again, we apologise for the inconvenience caused by these outages and thank you for your support. If you have any other questions, please submit a Support Request via your Partner Portal or contact us.