Membee Service Disruption

Hi Everyone,

As of 6:15 ET, all Membee services are back up but we are continuing to test things here to make sure that everything is working as it should be.

We will provide another update as soon as we are confident that all our systems are back to normal.

Membee Customer Support Team

Service Disruption

Hi Everyone,

Today at 2:30pm MST, Membee’s hosting provider is experiencing a service interruption that is affecting all current services within Membee. We are working as with the provider’s support team to restore services as quickly as possible.

We will post an update once we have more information available.

Thank you for your patience,

Membee Customer Service Team

Slow Down in Reports

Membee’s monitoring services has reported that there is a slow down in the running of reports. We are working with our hosting provider in regards to the issue.

We will post an update once we have more information available.

Thank you for your patience,

Membee Customer Service Team

 

Membee’s Data Center Back to Normal

Good Morning Everyone,

As promised, we wanted to post some detail regarding the issues with our hosting provider that affected the services of Membee on Friday, July 3.

We are including the incident report provided to us by our hosting company, Tenzing for you below:

“Investigation of this incident has determined a major hardware failure on the primary firewall occurred which prevented the device from being restored.

 

The initial fail over to the secondary firewall did not perform as expected and over the course of this incident the secondary firewall stopped serving traffic multiple times until it was ultimately removed from its role as primary.

 

It was later determined that the secondary firewall was experiencing an unrelated hardware malfunction causing the device to periodically drop its routes. Each time, a restart was initiated to restore service. Analysis has led us to believe that this condition was present prior to the incident but went undetected by the firewall’s monitoring and diagnostic systems.  It was not until traffic was routing through the device consistently over a period of time that the malfunction could be detected.

 

Both firewalls have been replaced and will be returned to our vendor for further analysis.  High-availability of the network has been restored and the network is performing as expected.”

We have been monitoring our systems since the incident and are happy to report that everything is up and running as expected.  We are always committed to ensuring that we can deliver worry-free performance to all our users and your members and we will continue to work with our partners to ensure that this is maintained.

You can find some great information on how we keep our systems up and running and your data safe by visiting us at http://membee.zendesk.com/entries/20982867

 

As always, we wanted to keep you in the “loop”.

Thank you,

Membee Customer Service Team

Regular Server Maintenance This Weekend

Happy New Year to all Membee users! Just a quick note to let you know that Membee’s database servers will be offline for some routine hardware maintenance for about an hour starting at 12:00 AM Mountain Standard Time (UTC -7) on Saturday, January 5th. As usual, we will be putting Membee through a testing regiment after the servers come back online. 

We’ll post an update here if anything changes.

Thanks!

Membee Support Team

Server Patches Set to Happen July 14 Between 12 – 4 AM ET

Hi Everyone,

Just a quick note to let you know that while most Membee users are sleeping early Saturday morning, we’ll be doing some maintenance patches to server operating systems. While the maintenance window is declared for 4 hours from 12 AM – 4 AM ET (UTC -5) this coming Saturday, the update to each server will only take a few minutes followed by reboot.

During this time, Membee will be up and functioning normally so the only thing you may encounter is a brief delay while you’re switched to an alternate server.

As always, we’ll be keeping an eye on things as the updates are happening to make sure everything goes well. We’ll give Membee a thorough once over to make sure everything is good before taking the team out for a well-earned early Saturday breakfast. 🙂

Cheers,

Membee Support Team

Membee Help Desk Restored

Hi Everyone,

Here is what Zendesk posted 15 minutes ago:

“The mitigation measures have now rolled out. Please tweet if you are still seeing connectivity issues so we (Zendesk) can gauge effectiveness. We have put in place additional mitigation measures and expect the situation to gradually improve over the next hour. “

We have done some testing and the Help From the Hive knowledge base is fully accessible and indeed the flow of customer inquiries coming into Membee via the Help Desk appears to be back to normal.

A quick shout out to the Membee users who helped us to quickly test the Help Desk to make sure it was truly back to normal.

Once again, if you have any issue at all or find that you can’t access the Help Desk as normal, please don’t hesitate to call us at 800.729.2962.405.

We’re so sorry for any inconvenience and rest assured that we will follow up with ZenDesk to debrief and thoroughly explore how this situation could be avoided in the future.

Thanks!

The Membee Support Team

Membee’s Help Desk is Unavailable

Hi Everyone,

At the present time, Membee’s Help Desk is unavailable to Membee users. While Membee’s functionality remains at 100% available, Membee users are currently unable to access Membee’s “Help From the Hive” knowledge base, chat with our staff via online chat, or submit a support question. Membee’s Help Desk provider is ZenDesk and posted the following:

“We (Zendesk) have received confirmation from our service provider that several of their customers including us are subject to a DDoS attack.”

What this means is that the Internet provider connecting Zendesk to the Internet is under attack from Distributed Denial of Service attack which is preventing access to online services like ZenDesk. We’re sure this is being addressed as quickly as possible but in the meantime, please contact us directly at 800.729.2962.405 if you have a Membee question or issue you need our assistance with.

We’ll post an update once more news from Zendesk is available.

Thanks,

The Membee Support Team