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MWEB sheds light on Virtual Machine outage

Cape Town - Internet Solutions (IS) has apologised to customers following an outage of its MWEB Virtual Machine.

"MWEB Business client services are now fully restored and operational, and the company apologises to its clients for the inconvenience, frustration and disruption caused over the past three days (Friday and the weekend)," company spokesperson Michelle Atkins told Fin24.

A Fin24 user complained that the outage had compromised business operations.

"Please note that MWEB has lost its entire Virtual Machine platform and lost all their clients' data. Yet there is no article or coverage on this. It is costing business their clients and lots of money," wrote the Fin24 user.

But Atkins said that no data was lost if clients have backed it up.

"The issue experienced was the result of a system provisioning error and was not in any way related to the data centre, which some reports have incorrectly indicated."

Credit

The MWEB operation was sold to IS this year.

"As you are aware, MWEB Business - which was sold to IS on January 2 2015 - experienced a failure on their VM platform on Thursday last week which has affected their virtual hosting of business customers," MWEB told Fin24.

While the outage may have affected some customers, MWEB insisted that ISP customers would not face any risk of data loss as the division was a completely separate entity.

Atkins said that the first priority was to restore services so that business operations could continue.

"The priority of MWEB Business has been to restore services as quickly as possible and this required the assigning of new IP addresses for all sites. MWEB Business Virtual Machine clients are now able to reinstall their instances with their backed-up data."

IS said that customers will receive a credit for the disruption.

"MWEB Business clients that utilise the Virtual Machine product will receive a credit for the month of July 2015," said Atkins.

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