Recent performance issues in the UK Data Centre
Incident Report for NetDocuments UK
The process has attained a level of completion where it is no longer having an impact on service performance. We expect the service to remain at a normal level going forward. We sincerely apologise for the disruption this may have caused and appreciate your patience as we work to better our service and products through these maintenance tasks.
Posted Jan 05, 2021 - 20:52 GMT
The remainder of last week continued to represent near-normal performance in the UK, with both Friday and Monday of this week showing performance levels that were normal prior to the data center migration.

Over the weekend, we again gave priority to the maintenance process in order to provide it as much resource as possible and then de-prioritized it as we entered the Monday business day.

The maintenance routine is not complete, but the various processes we’ve implemented have helped to mitigate the previous performance issues being experienced by some Customers later in the afternoon.

We will continue to monitor the process until it completes, and appreciate your patience.
Posted Dec 14, 2020 - 21:10 GMT
The work performed over the weekend has produced positive results in terms of further mitigating the performance impact being felt by some Customers. The maintenance routine is still running, and while we are still seeing some impact from this process, the overall situation has improved. We will continue to monitor the process and enact additional mitigation efforts as required.
Posted Dec 09, 2020 - 16:12 GMT
As of 21:15 BST today, the maintenance process continues to run.

Over the past week, we’ve performed various activities around the adjustment of the priority level for the background maintenance, implementing a lower priority level during peak activity times and conversely, raising those levels during off-peak times, thus providing as much resource as possible for the process to execute more quickly through the data required.

Additionally, we’ve been provided instruction from the vendor to execute a software upgrade this weekend which may have a positive impact on the routine. This will take place later Saturday evening (5, December) UK time and will not be impactful to the Service.

We appreciate your patience and will continue to do everything we can to further mitigate any performance issues arising from the continued execution of the maintenance routine.
Posted Dec 04, 2020 - 21:35 GMT
The maintenance routine is still running as of Monday, November 30th, 20:15 GMT. As stated earlier, we are still seeing performance degradation for some Customers. We’ve implemented a couple of new processes as of yesterday that we hope will further mitigate the impact to users over the next few days. We will continue to monitor the situation and provide updates over the week as required.
Posted Nov 30, 2020 - 21:17 GMT
The Netapp maintenance routine is still running as of Wednesday, November 25th, 16:25 GMT. We are still seeing some performance degradation for a few Customers due to this process. We are continuing to monitor the progress of the routine, and are working to mitigate the impact where possible. Again, we apologise for the inconvenience.
Posted Nov 25, 2020 - 17:02 GMT
This past weekend, we moved our primary data centre from Redhill to Newport. The move was successful and the data centre is fully operational. However, the Netapp platform is currently in the process of reorganising the data as part of its normal routine. This is a maintenance routine that can’t be interrupted once started. As this process moves forward, performance is being impacted at various points for some Customers. We are currently working behind the scenes to mitigate the performance issues as they arise. Performance is improving daily as the job gets closer to completion. We apologise for the inconvenience around this issue.
Posted Nov 19, 2020 - 20:54 GMT
This incident affected: Platform.