Status & Maintenance

Maintenance has ended, all services are back up and running.

Real Time Service Health Overview

Live Status

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, even when the LuxCloud website is down.

Incident Reports

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

06/11/2017 - Exchange 2010 incident

Overview: Between 10:21 and 15:30 a general slowness occurred with all customers and with all protocols on Exchange 2010. Between 12:21 and 12:30 access to the environment was not possible for all customers and all protocols.

Incident report

8/09/2017 - Exchange 2010 incident

Overview: Between 15:45 and 16:15 a general slowness or unavailability occurred with all customers and with all protocols on Exchange 2010.

Incident reports follows soon

16/08/2017 - Multiple service Incidents

Overview: Several services were impacted during the day with intermittent issues. Starting with IMAP issues for qmail on Tuesday evening several services (OX, qmail, NG hosting, SpamExperts) were impacted on Wednesday due to a SpamExperts loadbalancer issue.

Incident reports follows soon

25/07/2017 - Exchange 2013 IMAP issues

Overview: IMAP connection issues for mailboxes on Exchange 2013. 

Download incident report

10/07/2017 - Intermittent connection problems Luxcloud Services

Overview: 10.07.17. Our data center provide reported the following:”Our main Internet upstream provider faced a major crash in its backbone causing random disconnections. We had to manually redirect the traffic to our others upstream to stabilize the situation.

Please find the official statement from our Upstream provider within this incident report.

08/07/2017 - Exchange 2010 database issue

Overview: 08.07.17. Several Exchange 2010 customers that have been provisioned on one of the mail stores encountered issues on Saturday between 17:00-20:00.  The database for the mail store was temporarily locked and the replica was also not available. After intervention by our engineers the issue was identified and solved. The replication issue has been fixed as well as the PRTG monitoring has been improved. Impact was roughly on 100 mailboxes.

13/06/2017 - Outage storage environment update

Overview: 13.06.17. Due to a large outage on our storage environment several services were offline. Most services are back online again, however Exchange 2010 still experiences difficulties. 

Incident Report

08/06/2017 - Exchange 2010 and Open-Xchange certificate issue

Overview: 08.06.17 Due to a certificate issue Exchange 2010 and Open-Xchange were difficult to reach.

Incident Report

31/05/2017 - NG webhosting issues

Overview: 31.05.17 NG webhosting platform experienced issues that resulted in websites being unreachable.

Incident Report

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

 follow @LuxCloud_Status for the latest status and maintenance information.

Maintenance window has ended. Thanks all involved for the months of hard works and apologies to our partners and cu… https://t.co/kD5xCby67f
h J R
@luxcloud_status
All services should be back up, delays and slow responses can still occur.
h J R
@luxcloud_status
Both Exchange 2010 and 2013 services are back up and running. You might experience slow responses on the 1st login.
h J R
@luxcloud_status

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.

17/11/2017 - Exchange 2010/2013 maintenance (UPDATE)

Maintenance: from Sunday November 19th, 2017, 6:00 CET  until Sunday November 19th, 2017, 23:59 CET, we will perform several maintenance tasks beyond our normal maintenance window. This extra maintenance window is needed as we are preparing a major infrastructure migration. We have been carefully planning this migration for several months and have looked at all possible scenarios trying to reduce the impact on services and customers as much as possible.

The main storage unit for Exchange 2010 / 2013 (Hosted365) will be migrated to a new location. Unfortunately, the volume of the storage makes it impossible to do this without a downtime. We expect the service to be down for several hours in which email will be queued. Once the service is back up, all email that has been queued will be delivered.

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)

If you have any questions please contact our support department by emailing [email protected].