Exa incident

SurfProtect and Connectivity Issues

Notice Ongoing

Exa is currently experiencing a notice incident affecting Surfprotect (Quantum / Quantum + Filtering) and Surfprotect (Evolution / Evolution + Filtering) and 1 more component, which began 4d ago. The vendor's full update timeline is below.

Started
Jul 06, 2026, 07:28 AM UTC
Resolved
Ongoing
Duration
● 4d 2h
Detected by Pingoru
Jul 06, 2026, 07:28 AM UTC

Affected components

Surfprotect (Quantum / Quantum + Filtering)Surfprotect (Evolution / Evolution + Filtering)Surfprotect (Surfprotect Panel)Surfprotect (Real Time Alerts)Surfprotect (Surfprotect Analytics)

Update timeline

  1. investigating Jul 06, 2026, 07:28 AM UTC

    We are investigating an issue that may be causing connectivity and SurfProtect issues for some of our customers. Our Services team is investigating, and we will provide further updates as soon as we have them.

  2. identified Jul 06, 2026, 07:34 AM UTC

    The outage seems to be related to a partial switch failure in our London data centre. We are seeing some services being restored, but we are still investigating. Further updates to follow.

  3. monitoring Jul 06, 2026, 07:55 AM UTC

    Our Services team has rerouted the traffic away from the affected switch, and all affected customers should be back online. Our Services team will continue to investigate. If you are still having issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to assist.

  4. identified Jul 06, 2026, 08:34 AM UTC

    Following the issues with the switch this morning, we are aware that some ExaCUBE/SurfProtect Evolution customers are still having trouble getting online. Our Services team are working to resolve this as soon as possible. We will provide further updates as soon as we have any more information.

  5. monitoring Jul 06, 2026, 11:57 AM UTC

    All affected customers should now be online and able to access the internet again. Our Services team are still working to fully resolve the issues. We are continuing to monitor the services, and they will be classified as at risk until this status is formally closed, as there may be intermittent disconnections.

  6. monitoring Jul 07, 2026, 09:01 AM UTC

    Our Services team has tested a fix overnight, and we are now in the process of deploying this to all ExaCUBE devices. We do not anticipate there will be any extended downtime for customers, even prior to the fix being rolled out. This status will remain open until we have deployed the fix and monitored it for a period of time. Thank you for your patience and understanding whilst we have been working hard to resolve it for all affected schools. If you do encounter any issues today, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist.