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Mar
17
COVID-19 Business Continuity
Posted by Jeff H. on 17 March 2020 10:52 AM

rackAID continues to monitor the COVID-19 pandemic. We will act according to national and local guidelines regarding quarantines and best practices.   

As with all IT businesses, we rely on many vendors, service providers, and support teams. We have received business continuity statements from our major infrastructure providers (IBM, AWS, and PhoenixNAP). They have implemented safeguards for their employees as well as assured that services should continue as normal.

rackAID support staff will be working remotely and from home. We have assured that all staff also have redundant internet connectivity from home. They can use our VPN or secured SSH gateways to reach impacted servers securely. At this time, we do not anticipate any service interruptions due to COVID-19.

Firewalls, IDS/IPS

If you are now working from home and cannot reach your services, we may need to make a firewall adjustment. Please open a ticket with the subject of "Firewall Changes." Our team will work with you to add your IP to the firewall. 

We protect our networks with various Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS). Thes systems may automatically block your IP address if you trigger detection rules. If you can no longer access your services, please open a support ticket and include:

  • Your IP address
  • Your user account
  • The service you were trying to access (SSH, FTP, Email, HTTP).

Our team can then remove the block and whitelist your IP. 

We will also be requiring additional identity verification for any service requests that impact security, user credentials, or substantially alter operations. 

All of at rackAID, wish you and your families a safe and healthy journey through this challenging period. 

Jeff Huckaby

CEO, rackAID LLC


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Dec
20
Cloudflare Security Blocking Tickets
Posted by Jeff H. on 20 December 2019 10:58 AM

We protect our operations with Cloudflare's Web Application Firewall service.   Recently, we have added new rules that block some code, SQL and error messages.   

If you try to post a ticket and Cloudflare blocks your submission, please move any code or other data into a text file and attach it.  

Alternatively, you can use a service like https://www.pastebin.com/.    We use this service to share logs and error messages.  Set it to be private and expire in a reasonable period.  I use 1-7 days for non-sensitive information and hours for sensitive details. 


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Jul
2
Cloudflare Outage
Posted by Juli Z. on 02 July 2019 10:11 AM

Cloudflare is investigating an issue impacting network performance. You may see 502 Gateway errors when trying to access sites on Cloudflare.

We are monitoring Cloudflare for updates. If you have any questions, please let us know.


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Jul
2
Cloudflare Outage
Posted by Jeff H. on 02 July 2019 10:10 AM

Cloudflare is experiencing network issues and may result in a 502 error for some customers in some locations. They usually resolve these issues pretty quickly. Their status page is here. 

https://www.cloudflarestatus.com/


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Nov
13
Kernel Update Issues: Emergency Reboots
Posted by Jeff H. on 13 November 2018 09:05 AM

Issue:

A kernel update has caused issues with some servers.   They are reporting high loads and wrong information is their process list.  

Impact:

Some services may not be working properly or not reporting properly.   

Resolution:

We will need to remove the patch and reboot the server to correct the issue.  

Timeframe:

9:00-10:00 AM ET 13 Nov 2018

If you have an server outage during this period, place wait 5-10 minutes and check again. We may be rebooting your server. 


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Nov
1
Overdue Invoices for 1 November
Posted by Jeff H. on 01 November 2018 11:32 AM

You may have received messages about an overdue due invoice.    This is a legitimate notification from our new billing system:

https://billing.rackaid.com/

We have tried to contact you about updating your account in advance.  Several emails were sent from [email protected].   If you did not receive these emails, please check your spam folders.

You can request a new password at the link above.  Once logged in you need to:

  • Verify your address
  • Supply your credit card information
  • Submit payment

If you have any questions about the new billing, please open a Billing Department ticket in our helpdesk.

Thank You

Jeff H. 

rackAID Support


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