Dear Customers,

We apologize for today's rise in temperature on the 5th floor of Master DC Brno data centre and for problems caused by shutdown of some servers.  The increase in temperature and the consequent shutdown of the servers occured due to the gradual reduction of cooling capacity of our air conditioning system.  The real cause was unfortunately an interplay of several factors.  First, there were technical problems on one of the cooling circuits of indoor air conditioning units and on another outside coolers.  At the same time, the roof reached an extreme temperatures.  Even through the overall redundancy of our cooling system, its regular servicing and cleaning of outside coolers, we were unable to prevent this failure.  All problems were finally solved at 21:00 pm CET when the temperature of the DC got back to normal.

Our technology has been tested over a six-year operation without major problems.  Given the circumstances, for the following extremely hot days we take following special measures:

1) Additional cooling of the roof and outdoor units

2) Thorough analysis of today's incident, repair and testing of all cooling circuits (in progress)

3) Strengthening shifts of our technical workers for resolving potential problems and intensive monitoring of all data centre equipment

Furthermore, we apologize for the unavailability of our Brno support line.  Till now we have used our mobile operator's voice panel with limited options – a large number of calls causes inaccessibility and limited call routing.  The Brno hotline was finally forwarded to our Prague support.  Independently of this incident we prepare a significant upgrade of the entire voice panel with IVR, which will be launched shortly.

Once again, we apologize for any inconvenience caused and we are ready to help you with any related problems.  We are determined to take all possible steps to maintain your confidence in our services.

Best Regards,

Filip Spacek
Chief Operating Officer
Master Internet, Ltd.

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