Compass NZ experienced a notice incident on December 12, 2024 affecting Managed Desktop and Web Hosting and 1 more component, lasting 6d 17h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 12, 2024, 05:39 AM UTC
Service Disruption Notification: We regret to inform you that we are currently experiencing a disruption in our managed service for business customers. Our team is actively working to resolve the issue and restore service as quickly as possible. We apologise for any inconvenience this may cause and appreciate your patience and understanding. Temporary Contact Update: Due to the outage, reaching our team via chat, email, or over the phone might be challenging. Please hold off on contacting us for a bit until we can fully address the issue. Thank you for your understanding. Staying Posted: We apologise for the inconvenience and will post and update again in 60 minutes time until the issue is resolved.
- investigating Dec 12, 2024, 06:29 AM UTC
We’re making progress and are in the early stages of identifying a fix. While some services are in the process of being restored, we are still experiencing outages with the following key services: • Hosted Exchange • Managed Desktop • Web Hosting Our technicians remain focused on resolving the issue as quickly as possible. At this stage, we still don’t have an estimated time for full resolution. We will continue to provide updates every 60 minutes or sooner if significant progress is made. Thank you for your continued patience and understanding as we work to restore normal service.
- investigating Dec 12, 2024, 06:48 AM UTC
We are continuing to investigate this issue.
- investigating Dec 12, 2024, 06:52 AM UTC
We are continuing to investigate this issue.
- identified Dec 12, 2024, 07:46 AM UTC
We’re pleased to share that Copper broadband and Email are now operational, and we are actively monitoring their performance to ensure stability. However, we are still experiencing outages with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting Our technicians are continuing their efforts to restore these services as quickly as possible. It is advised not to restart or reset your modem or router. We still do not have an estimated time for full resolution but will keep you updated. Thank you for your ongoing patience and understanding. Our next update will be provided in 60 minutes or sooner if significant progress is made.
- identified Dec 12, 2024, 08:38 AM UTC
We are continuing to work on a fix for this issue.
- identified Dec 12, 2024, 09:11 AM UTC
Our engineers are still working to resolve the remaining issues with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting We are making every effort to restore these services as quickly as possible. Please avoid restarting or resetting your modem or router at this time. While we do not yet have an estimated time for full resolution, we are committed to keeping you informed. Our next update will be provided before 8 AM, or sooner if significant progress is made. Thank you for your continued patience and understanding.
- identified Dec 12, 2024, 06:58 PM UTC
Our engineers are still working to resolve the remaining issues with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting We are making every effort to restore these services as quickly as possible. Please avoid restarting or resetting your modem or router at this time. While we do not yet have an estimated time for full resolution, we are committed to keeping you informed. We will continue to provide updates every 60 minutes or sooner if significant progress is made. Thank you for your continued patience and understanding.
- monitoring Dec 12, 2024, 08:12 PM UTC
We’re pleased to report that the majority of services, including, Hosted Exchange, and Web Hosting, are fully restored. Teams have restored customer services overnight and continue to monitor systems. Customers experiencing any ongoing issues relating to this incident should contact Compass through your regular support channels. Broadband customers are reminded not to reset routers or modems, but contact us first. Thank you for your patience and understanding.
- monitoring Dec 12, 2024, 08:51 PM UTC
We’re pleased to report that the majority of services have been fully restored, and our teams continue to monitor systems closely. However, Exchange Email is currently unavailable, and there are ongoing authentication issues affecting Complex Business Fibre and Copper Broadband. We strongly recommend that broadband customers do not restart or reset their routers or modems at this time. Customers experiencing issues related to this incident are encouraged to contact Compass through your regular support channels. Thank you for your continued patience and understanding as we work to resolve these remaining issues.
- monitoring Dec 12, 2024, 08:52 PM UTC
We are continuing to monitor for any further issues.
- monitoring Dec 12, 2024, 08:53 PM UTC
We’re continuing to work on resolving the ongoing issues with Exchange Email, which remains unavailable at this time. Additionally, there are ongoing authentication issues affecting Complex Business Fibre and Copper Broadband. We strongly recommend that broadband customers do not restart or reset their routers or modems at this time. Our teams are working diligently to restore these services as quickly as possible. Customers experiencing issues related to this incident are encouraged to contact Compass through your regular support channels. Thank you for your patience and understanding as we work to resolve these issues.
- monitoring Dec 12, 2024, 08:54 PM UTC
We are continuing to monitor for any further issues.
- monitoring Dec 12, 2024, 09:11 PM UTC
Exchange Email is now operational via Outlook, but Webmail remains unavailable at this time. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 12, 2024, 11:00 PM UTC
We’re pleased to inform you that the majority of services have now been fully restored. Our teams are continuing to monitor all systems closely to ensure the stability of services moving forward. Complex Business Fibre and Copper Broadband: These services have now been restored, and we’re continuing to monitor them. We kindly ask that broadband customers refrain from restarting or resetting their routers or modems at this time to avoid further disruptions. Exchange Email and Managed Services: Some customers may still be experiencing service interruptions. Exchange Email is now operational via Outlook, but Webmail remains unavailable at this time. We’re actively working to resolve these issues and will provide updates as soon as service is fully restored. If you are experiencing any issues related to this incident, please contact Compass through your regular support channels. Our team is here to assist you. We appreciate your patience and understanding as we work to resolve the remaining issues.
- monitoring Dec 13, 2024, 01:08 AM UTC
Update - Our teams are continuing to monitor all systems closely to ensure the stability of services moving forward. Exchange Email is now operational. Managed Services: Some customers may still be experiencing service interruptions. We’re actively working to resolve these issues and will provide updates as soon as service is fully restored. We continue to recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 13, 2024, 03:18 AM UTC
Managed Services: Some customers may still be experiencing service interruptions. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 13, 2024, 05:03 AM UTC
Managed Services: Some customers may still be experiencing service interruptions. The next update will be at 10 am on Monday the 16th of December. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 15, 2024, 08:57 PM UTC
Managed Services: Some customers may still be experiencing service interruptions. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 16, 2024, 04:25 AM UTC
Managed Services: Some customers may still be experiencing service interruptions. The next update will be at 10 am on Tuesday the 17th of December. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.
- monitoring Dec 17, 2024, 01:05 AM UTC
While we are no longer providing regular updates, we are aware that some performance issues with our Managed Services may still occur. Please rest assured that our team continues to work hard behind the scenes to resolve these issues with effected customers. Thank you for your understanding and patience.
- resolved Dec 19, 2024, 01:36 AM UTC
This incident has been resolved.