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Resolved Minor San Jose POP: Isolated Server Failure
Today, our redundant network experienced an isolated server failure within our San Jose (SJC) POP, from ~06:21 - 06:29 GMT. Customers connected through the affected server were automatically transitioned to their secondary POP, and reconnected back to their primary server once it was restored. Our engineering team was automatically alerted and began investigating the issue. As a precautionary measure, we are redistributing customers with primary tunnels on the affected server to other tunnel servers within the POP. During this event, customers with primary tunnels on the affected server may have experienced a slight increase in latency and/or packet loss during the failure, and may experience a similar impact again when their tunnel is migrated to a new primary server. Our engineering team is continuing to investigate root cause.
Resolved Minor Bigleaf Phone Support Service Interruption
Our phone service provider is currently experiencing issues with inbound calls -- During this time you may be unable to reach Bigleaf support by phone. We are currently awaiting an ETA on repair. If you require immediate assistance, please contact our Support team via email at: [email protected] and we will do our best to respond to your request as quickly as possible.
Resolved Minor Limited Tunnel Connectivity Issue
We’re currently tracking a small percentage of customer sites experiencing a loss of connectivity with 1 or more circuits that are configured as backup-only. We've identified the root cause and are working on an automated resolution. Our support team can also typically apply a manual resolution, so if you’re currently experiencing any circuit downtime, or have any questions about any connectivity issues at your location, please contact Bigleaf Support at 888-244-3133, Opt. 1 or [email protected]
Resolved Minor Web Dashboard unreachable
We are currently investigating an issue with the reachability of our web dashboard (app.bigleaf.net). It appears this is due to an incident in Amazon Web Services where that is hosted. This will also impact email alerts that come from the dashboard. We don't believe customer network traffic is affected, as all customer network traffic runs through our owned-and-operated Cloud Access Network and we don't see any issues with that platform currently. We will continue to investigate and provide an update within the next hour.
Resolved Minor A message about our response to the log4j vulnerability
As you may be aware due to widespread news coverage, there is a software vulnerability recently disclosed within the Java log4j library that is impacting many software solutions world-wide. On Friday we performed an in-depth review of all of the systems and software tools that we control. Since our use of Java is very limited, we had fairly low exposure. We identified a few internal tools for development and logging that were at risk, and have mitigated those risks. We now believe all systems and tools that we control are safe from exploitation of this vulnerability. We also use common third-party SaaS tools like Office365, so we are monitoring the situation with our third-party vendors and will respond if we become aware of any risks that need to be addressed. At this time we do not believe that any customer data or systems were exposed or were at risk from this log4j vulnerability. Please let us know if you have any questions - You can always reach our 24x7 support team at 888-244...
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