UPDATE: This known bug has been resolved.

ORIGINAL POST: There is a current known bug that causes Expired subscription terms to show incorrectly in the Control Panel. Changes made to the Partner Center manually or via term renewal options may not be reflected properly in the platform.

Terms can be verified in the Microsoft control panel. Our dev team is working on a fix and will implement it as soon as it is complete.

As our company is headquartered in Tampa, Florida, we are now under a hurricane watch from Hurricane Ian. Important items to note:

• Our data center is located in Santa Clara, CA, and our equipment is in no danger from this storm
• Though we have staff located in several areas of the US, a concentrated number of our staff are based in the Tampa Bay area. With that, please keep in mind the following:
  • Our support team availability may be limited Wednesday and Thursday when the storm is expected to affect this area. Continued lessened team coverage may occur depending on how the immediate area is affected (storm surge, power outage, etc.)
  • Our billing offices will be officially closed Wednesday and Thursday, however, team members will be checking in on questions/requests as they are able. If you have an emergent billing need, please submit a ticket to billing@ or leave a voicemail and a member of our team will get back to you as soon as time permits.

If you have any questions or concerns, please do not hesitate to reach out and our team will get back to you as soon as possible. We appreciate your patience during this time.

The update has been completed as planned.

ORIGINAL POST:

There will be an update to the Hosted Services Control panel at 10 pm Eastern (7 pm Pacific) Thursday, 6/30/22. There may be a short period during which control panel access may be unavailable. The downtime is expected to be no more than 30 minutes. No services will be affected.

If you have any questions, please do not hesitate to reach out to our support team.

UPDATE: The hot fix has been completed as planned.

ORIGINAL POST: There will be an update to the Hosted Services Control panel at 9 pm Eastern (6 pm Pacific) tonight, 5/18/22. There may be a short period during which control panel access may be unavailable. The downtime is expected to be no more than 30 minutes. No services will be affected.

If you have any questions, please do not hesitate to reach out to our support team.

UPDATE:

The Hosted Services Control panel update was completed as planned.

ORIGINAL POST:

There will be an update to the Hosted Services Control panel at 9 pm Eastern (6 pm Pacific) on Thursday, 5/12/22. There may be a short period during which control panel access may be unavailable. The downtime is expected to be no more than 30 minutes. No services will be affected.

If you have any questions, please do not hesitate to reach out to our support team.

UPDATE:

Deductions of Microsoft NCE licenses that are within their 7-day cancellation/reduction window are now able to be reduced via the control panel without delay. If you are experiencing a delay, please reach out to our support team for license reduction assistance. Legacy Microsoft license reductions will currently show a hold date of the first of the next month to take place. If you need the reductions to take place prior to that, please reach out to our support team.

ORIGINAL POST:

Our team has noticed inconsistent behavior with Microsoft’s API when it comes to license reductions, with requests sometimes failing. To ensure accurate reductions, please submit Microsoft 365 license reduction request to our support team until this is resolved. NOTE: NCE license reductions will be restricted to their subscription terms unless submitted within 7 days of initial subscription purchase. Legacy license reductions can be submitted at any time, however, licenses may be subject to prorated charges.

UPDATE:

The 2. 0 Control Panel update was completed as planned.

ORIGINAL POST:

There will be an update to the Hosted Services Control panel at 9 pm Eastern (6 pm Pacific) on Sunday, 4/17/22. There may be a short period during which control panel access may be unavailable. The downtime is expected to be no more than 30 minutes. No services will be affected.
If you have any questions, please do not hesitate to reach out to our support team.

UPDATE (3/19/22):

The final in our planned maintenance Saturdays is complete. As expected there was no downtime for control panel access or service. If you have any questions, please do not hesitate to reach out to our support team.

UPDATE (3/17/22):

The final in our planned maintenance Saturdays is on schedule for Saturday, March 19th during the time window of 10 am – 8 pm Eastern (7 am – 5 pm Pacific). An update will be posted when the maintenance period is complete.

UPDATE (3/11/22):

The second in our planned maintenance Saturdays is on schedule for tomorrow, Saturday, March 12th during the time window of 10 am – 8 pm Eastern (7 am – 5 pm Pacific). An update will be posted when the maintenance period is complete.

UPDATE (2/20/22):

The first in our series of planned maintenance Saturdays has been completed as scheduled. As expected, there were no issues of downtime. The next planned maintenance is Saturday, March 12th. Check back for updates.

UPDATE (2/16/22):

The reschedule of the first in our series of planned maintenance Saturdays is confirmed for Saturday, February 19th at 11 pm Eastern (8 pm Pacific). An update will be posted when this maintenance schedule is completed.

UPDATE (2/11/22):

The first in our series of planned maintenance Saturdays is being rescheduled and is tentatively planned for February 19th at 11 pm Eastern (8 pm Pacific). Once this date is confirmed, this Network News will be updated accordingly.

ORIGINAL POST:

A planned maintenance of our hardware systems in our data centers will take place across three Saturdays – February 12th, March 12, and March 19th – during the time windows of 10 am – 8 pm Eastern (7 am – 5 pm Pacific). During this time period no control panel or service downtime is expected, however, brief periods of connectivity issues may occur.

This maintenance notification will be updated after each planned period with any pertinent information. If you have any questions, please do not hesitate to reach out.

RESOLVED (2 pm Eastern):

Resolution details: At 10:30 am Eastern, during our planned network maintenance, a failed reroute of our IP addresses led to an intermittent outage of all hosted services for a subset of customers.

At this time, the reroute issue has been resolved and all portals and services are back up and running. Emails that were received during this time are in queue and should be arriving to mailboxes shortly as the system processes through them.

UPDATE (12 pm Eastern):
Our data center team continues to work through the outage and anticipate a resolution by 2 pm eastern.  Our Engineering team is working on alternative solutions to try a bring an earlier resolution.

ORIGINAL POST:

Today’s communicated network maintenance period is underway and we are seeing brief interruptions of hosted services including our Control Panel, Exchange 2013, Webroot, and Secret Double Octopus for some sets of customers. Our team at the data center are making adjustments to resolve the issue as quickly as possible.

Update:

The 2.0 Control Panel update has been completed as planned.

Original Post:

There will be an update to the Hosted Services Control panel at 9 pm Eastern (6 pm Pacific) on Sunday, 3/6/22. There may be a short period during which control panel access may be unavailable. The downtime is expected to be no more than 30 minutes. No services will be affected.

If you have any questions, please do not hesitate to reach out to our support team.