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  1. From: Vitelity<support@vitelity.net>
  2. Subject: [VitelTID: 209140] Trouble Ticket Update
  3. Date: September 18, 2014 at 9:50:50 PM PDT
  4. To: redacted
  5.  
  6. Hello,
  7.  
  8. This is a courtesy message from Vitelity Communications, LLC regarding an active Trouble Ticket you have in our system for the account 'redacted'.
  9.  
  10. Your Trouble Ticket has been updated with a response/resolution to your problem.
  11.  
  12. Posted by vcsb on 2014-09-18 22:50:50
  13. On September 18th at approximately 4:30 PM MST the server that contains a few of the Virtual slices suffered a catastrophic failure and went hard down. We investigated this within a few minutes and found that the Dell raid card had suffered a major short causing it to disassociate the connected drives.
  14.  
  15. A team has been working diligently to recover the information since the issue. Unfortunately due to the type of failure, and our best efforts there was no way to recover from it. Although rare, this issue is sadly an unrecoverable situation. The team did try to replace the Raid card and server to import them to another server with same results.
  16.  
  17. We deeply apologize for this disruption in service. We are currently working on a new server and installing fresh Virtual slices for those effected. Unfortunately any trunks that have been previously setup will need to be done again as new.
  18.  
  19. We will be issuing 2 months credit for this server failure. If you do not receive it please let us know so we can make it right on your account.
  20.  
  21. We greatly appreciate your understanding in this matter.
  22.  
  23. Your server has been rebuilt. You still will maintain the same IP and the root and admin/maint password will be:
  24.  
  25. redacted
  26.  
  27. Please enter the newly built server via Vitelshield.
  28.  
  29. Thank you very much.
  30.  
  31. ---
  32.  
  33. Please visit https://portal.vitelity.net/login.php?show=tickets for more information regarding this ticket.
  34.  
  35. Sincerely,
  36.  
  37. Vitelity Communications, LLC
  38. support@vitelity.net
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