Forum Archive Index - May 2002

["Richard Hooper" <hoop@ihug.co.nz>]

Thank you Adam. Your message was very refreshing and informative.  I use
Access Brokerage site every day, but it has been rather frustrating this
week.

Now that I know what the problem is I can tolerate it much better.

 Many companies, I unfortunately deal with simply brush aside their customer
problems, or give some wish-washy answer, or don't answer at all.

 Once again thanks for your consideration and wish you all the best.
Hoop

----- Original Message -----
From: "Adam Rands" <adam@iguana2.com>
To: <sharechat@sharechat.co.nz>
Sent: Tuesday, May 28, 2002 6:05 PM
Subject: [sharechat] Access Brokerage


> As most of you may know Iguana2 hosts and manages the Access Brokerage
website.
>
> I have been asked by Access Brokerage to inform you about the outages
today
> and other recent events causing problems with reliability.
>
> *** warning - slightly technical details follows ***
>
> Today at 11:50NZT the Iguana2 database machine suffered a memory failure.
>
> This failure should of been automatically handled by the machine as it has
> *chip kill memory* (essentially RAID for memory). It should of unallocated
> the faulty memory SIMM and continued with its work.
>
> Unfortunately this did not happen and the machine rebooted (and corrupted
> the system disk in the process). We will be asking IBM why this happened
> when they come out to replace the faulty memory (which will be done in the
> small hours sometime this week)
>
> The database machine itself is a IBM NetFinity 5500 with full RAID, 2
power
> supplies, intelligent (sic) RAM etc. It is specifically built to handle
> faults on the fly and *not* behave destructively. We could not have
> foreseen or perverted today's problem.
>
> As soon as we had diagnosed the problem we had to rebuild the system disk
> so we could access the Database (on RAID). This was what caused the
lengthy
> downtime. (approx 2.5 hours). Given the work involved its a testament that
> our tech team managed to complete  this work as quickly as we did.
>
> Many of you will also be aware that there were delays with the NZSE market
> information on the site yesterday. These problems were the result of
> Iguana2 implementing the NZSE new broadcast system over the weekend. I
> don't want to comment in detail on this issue but needless to say the
> problems was out of our hands.
>
> The other issue effecting reliability over the month has been 2 unplanned
> 10minute Internet outages.
>
> We connect to the Internet via NTT (the worlds largest Telco). The two
> recent outages have been on the Australian backbone and affected 80% of
> *all incoming traffic* to Australia. Once again we are powerless to
prevent
> these sorts of outages. We simply have to log a call with the NTT (along
> with the 1000's of other companies within Australia) and wait until their
> engineers correct the problem.
>
> Why am I telling you all this?
>
> I just want to reassure you that Iguana2 and Access Brokerage are taking
> all steps necessary to ensure the on going reliability of the site.
Today's
> downtime was the longest period of downtime in Iguana2 six year history
and
> not something we care to repeat. We pride ourselves on our uptime.
>
> I apologise for the problems today. Rest assured that we do attempt to
> prevent issues like this occurring and are committed to improving the
> reliability of the site (where we can) in the future.
>
> Also......
>
> In the very near future Access Brokerage is launching a completely new
> website. If you think StockNessMonster is a good site then I am 100%
> positive that you are going to be well impressed when Access launch their
> new website (built by Iguana2)
>
> If you want to discuss this matter further please email me off the list
>
>
> Adam Rands
> COO, Iguana2
> adam@iguana2.com
>
>
> --------------------------------------------------------------------------
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>


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