Status & Maintenance

Customer Control Panel is now available.

Real Time Service Health Overview

The current health status of the LuxCloud platform and its services is shown on an external site in order for you to be able to access it even if the LuxCloud website is down. For additional information, follow @LuxCloud and @LuxCloud_Status on Twitter.

Live Status

Incident Reports

Please find incident reports on issues affecting our services below. Incident reports are normally posted within 48 hours after an incident.

12/05/2017 - NG webhosting issues

Overview: 12.05.17 NG webhosting platform experienced issues that resulted in websites being unreachable.

Download Incident Report

06/04/2017 - OXaaS performance degradation

Overview: There was an incident at OXaaS storage system at about 14:00 CET. The incident was solved within 15 mins. The full recovery process will however take until 20:00 CET.

Please note, that the recovery process will have performance impact on following services:

  • Email
  • Web
  • Provisioning

04/04/2017 - NG webhosting issues

Overview: 04.04.17 between 10:31 am and 11:21 am NG webhosting platform experienced issues that resulted in websites not loading correctly.

Download incident report

14/03/2017 - Exchange 2010 ActiveSync issues

Overview: On 14/03/2017 between 16:45 CET and 19:50 CET there was no email reception on mobile devices of Exchange 2010 ActiveSync users. 

Download incident report

11/03/2017 - NG webhosting issues

Overview: On 11/03/2017 for 5h 45min the NG webhosting platform experienced issues that resulted in websites not loading correctly.

Download incident report

09/02/2017 - Connectivity issues

Overview: On 09/02/2017 between 15:43 and 16:08 CET there was degradation of services for several minutes due to connectivity issues.

Download incident report

9/01/2017 - myexchange365.com imap/pop issue

Overview: On 06/01/2017 22:48 CET during a routine maintenance on the Exchange 2013 environment a setting was reverted to default for pop and imap. This meant that access via the imap.myexchange365.com domain and pop.myexchange365.com domain was reset to the default domain joincloud.eu. This issue affected a portion of the users but did not affect the core service. The default access protocol for Exchange MAPI was unaffected, as was the Online Web Access (OWA).

10/12/2016 - NG Webhosting Issue

Overview: On 10/12/2016 between 13:24 and 15:26 CET the NG webhosting platform experienced issues that resulted in websites not loading correctly.

Download Incident Report.

9/12/2016 - NG Webhosting Issue

Overview: On 9/12/2016 between 13:33 and 14:15 CET the NG webhosting platform experienced issues that resulted in websites not loading correctly.

Download Incident Report

14/11/2016 - OX and Qmail slow

Overview: On 11/11/2016 between 14:00 and 18:00 and again on 14/11/2016 between 9:00 and 18:00 CET both OX and Qmail where experiencing slow throughput.

Download incident report

11/11/2016 - Exchange 2013 downtime for some customers

Overview: On 11/11/2016 between 08:00 and 09:00 CET some of our Exchange 2013 mailboxes where not accessible. The issue was identified as an issue with one of the databases. Normally this should trigger a failover which it did for most of the mail stores but not for one.

Incident report coming soon

11/11/2016 - Services Disruption

Overview: On 11/11/2016 between 01:00 and 08:00 CET our services experienced intermittent small interruptions. The issue was identified as an issue with our VMWare environment. Customer impact was that some services where either slow or temporarily unreachable.

Incident report coming soon

06/11/2016 - OX and Qmail Outage

Overview: On 06/11/2016 starting at roughly 13:55 CET our customers experienced an outage that prevented them from retrieving or sending mail. The issue was identified as an issue with our LDAP server and was solved at 16:25. Incoming mail was queued for this period and delivered after the issue was solved.

Download Incident Report

28/10/2016 - Exchange 2010

Overview: After the SAN issue the Exchange 2010 service was successfully restarted but after several hours developed issues, that had impact on roughly half the mailboxes.

Download Incident report

28/10/2016 - Exchange 2013

Overview: After the SAN issue the Exchange 2013 service was unable to restart and required repairs. This had impact on all Exchange 2013 users.

Download incident report

26/10/2016 - OX and Qmail

Overview: Our storage area network (SAN) went into maintenance mode which stopped all services that where using this SAN. Open-Xchange and Qmail where unreachable and e-mail delivery was delayed. No email was lost.

Download incident report

26/10/2016 - LuxCloud Provisioning and Services Platform

Overview: Our storage area network (SAN) went into maintenance mode which stopped all services that where using this SAN.

Download incident report (PDF)

06/07/2016 - Exchange mailboxes on DB01

Overview: Database DB01 went offline as it exceeded maximum DB size allowed

Download incident report (PDF)

Planned Maintenance

Regular maintenance – In order to continue providing you with quality service, we will be performing regular planned maintenance actions during a fixed maintenance window on Fridays between 6:00 p.m. and 3:00 a.m. CEST. This also includes regular Gateway4Cloud maintenance actions.

16/02/2017 - Exchange 2013 maintenance

Maintenance:The certificate used for Outlook Web Access on Exchange 2013 (*.myexchange365.com) will be replaced with a more secure version.
Time: The maintenance will take place within our normal maintenance of 21:00-03:00 CET and may result in a brief outage lasting between several seconds to 15 minutes, during which time customers will not be able to log in.

10/02/2017 - OX/Qmail maintenance

Maintenance: We will perform maintenance work on the OX/Qmail environment.
Time: This will require full OX/Qmail downtime which will last approximately 2-4 hours. It will take place during our regular maintenance window of 18:00-03:00 CET.

10/02/2017 - Outlook Web Access certificate upgrade

Maintenance:The certificate used for Outlook Web Access on Exchange 2013 (*.myexchange365.com) will be replaced with a more secure version.
Time: The maintenance will take place within our normal maintenance of 18:00-03:00 CET and may result in a brief outage lasting between several seconds to 15 minutes, during which time customers will not be able to log in.

03/01/2017 - OX Upgrade to 7.8.3

Maintenance: Upgrade of the hosted OX webmail platform to version 7.8.3
Time: The maintenance will start Wednesday, January 4th, 2017 at 18:00 CET and will end at approximately 23:00 CET.

02/12/2016 - Maintenance Parallels (ODIN) provisioning platform

Maintenance: Major upgrade of the Parallels (ODIN) provisioning platform.
Time: The maintenance will start Friday, December 16th, 2016 at 18:00 CET and will end at approximately 07:00 CET Saturday, December 17th.

28/04/2016 - Maintenance Window Partner Portal & API

Maintenance: Implement the newest version of the Partner Portal and the API. Improvements of the update are an automatic VAT check and the possibility to see pricing directly within the Partner Portal.
Time: The maintenance will start Thursday April 28, 2016 at 07:00 CEST and will approximately end at 08:00 CEST.

09/12/2015 - Extra maintenance Parallels (ODIN) provisioning platform

Maintenance: Last minute maintenance window to install another hotfix on the Parallels (ODIN) provisioning platform.
Time: The maintenance will start Wednesday December 9, 2015 at 22:00 CEST and will approximately end at 23:00 CEST.
Impact: There is no expected impact on the services and platform access might be intermittently lost.

02/12/2015 - Maintenance Parallels (ODIN) provisioning platform

Maintenance: Install an urgent hotfix on the Parallels (ODIN) provisioning platform.
Time: The maintenance will start Wednesday December 2, 2015 at 23:00 CEST and will approximately end on Thursday December 3 at 06:00 CEST.
Impact: There is no expected impact on the services and platform access might be intermittently lost.

31/07/2015 - Maintenance on Qmail

Time: During our normal maintenance window (Friday, July 31 21:00 p.m. CET and 00:00 a.m. CET)
Maintenance: Implement disk extension for Qmail.
Impact: During this time frame, you will be unable to access your Qmail account. The OX service will be affected as well. There will be no loss of email.

20/04/2015 - Update of NG Hosting

Time: During our normal maintenance window (between Monday, April 20 10:30 p.m. CET and Tuesday, April 21 00:30 a.m. CET)
Maintenance: Update of NG hosting
Impact: Expected 2 hours downtime of NG Linux sites (more info can be found in the notification email)

12/03/2015 - Load balancer upgrade

Time: between 05:30 p.m. CET and 07:30 p.m. CET
Maintenance: an upgrade on our F5 load balancer
Impact: This should not have any impact on our normal operations as it concerns a backup location.

13/02/2015 - BackupAgent update

Time: between 09:00 a.m. CET and 11:00 a.m. CET
Maintenance: BackupAgent update (implementation of some fixes)
Impact: BackupAgent service down for the period of the update.

27/11/2014 - PBA upgrade

Time: between Thursday 02:00 a.m. CET and 08:00 a.m. CET
Maintenance: PBA upgrade (a necessary step after the upgrade of POA 2 weeks ago)
Impact: Parallels Business Automation, the CSL (API) and the Partner Portal will be down for maintenance. This means that in this period no new orders can be placed or any activity relating to payments and invoices can be processed or accessed. There is no expected impact on services as confirmed by our supplier.

24/11/2014 - Upgrade of NG Hosting

Time: between Monday, November 24 09:00 p.m. CET and Tuesday, November 25 approximately 02:30 a.m. CET
Maintenance: Upgrade of NG hosting
Impact: Expected 3 minutes downtime of NG Linux sites (more info can be found in the notification email)

06/11/2014 - Upgrade of NG Platform

Time: between Thursday 10:00 p.m. CET and Thursday 10:10 p.m. CET
Maintenance: Upgrade of NG Platform
Impact: All websites will be down

05/11/2014 - Upgrade of POA Platform

Time: between Wednesday 3:00 a.m. CET and Wednesday 1:00 p.m. CET

Maintenance: Upgrade of POA Platform
Impact: Downtime for PBA, POA , CP, API, CSL. No downtime for services expected.

05/11/2014 - Upgrade of POA Platform

Time: between Wednesday 3:00 a.m. CET and Wednesday 1:00 p.m. CET

Maintenance: Upgrade of POA Platform
Impact: Downtime for PBA, POA , CP, API, CSL. No downtime for services expected.