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Nov
7
Customer Update
Posted by Rowena Barrett on 07 November 2019 09:41 AM

Dear Customers,

Due to an off-site all staff event being held this Friday, 8 November please note that support response may be slightly slower. This is due to a lighter roster of help desk staff on duty during the event.

Thank you for your understanding.

Regards,
The Support Team


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Nov
1
Maintenance Notification
Posted by Rowena Barrett on 01 November 2019 02:07 PM

 

Dear Customers,

UPCOMING SCHEDULED MAINTENANCE

This is to inform you of scheduled maintenance coming up next week on our network.

Date: Wednesday, 6 November 2019
Maintenance Window: Between 10pm and midnight

We don’t foresee any impact on your services. However, there will be a short interval where our redundancy / failover network routing will be unavailable and when the devices are rebooted post upgrade. Any potential outage would involve short 3 minute drop offs during this routing process.

We appreciate your patience while we perform this upgrade. This will allow us to provide a more robust service going forward.


Regards,
The Support Team

 


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Aug
28
Network Outage
Posted by Tim Botherway on 28 August 2019 02:33 AM

Dear Customers,

We experienced an ongoing intermittent network connectivity issue since 9.15pm 27/08/19, which has affected all customers.  Our network engineers are working on resolving this and will get thing working as soon as possible.  We will inform you again shortly when all systems have been restored.

UPDATE: Outage has now been resolved.

We apologise for any inconvenience.


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Apr
5
Customer Support Update
Posted by Rowena Barrett on 05 April 2019 09:25 AM

Dear Customers,

Due to an internal staff event being held today, Friday 5 April please note that support response may be slightly delayed due to a lighter roster of staff on duty. Thank you for your understanding.

Regards,
The Support Team


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Feb
20
Support Updates
Posted by Rowena Barrett on 20 February 2019 05:04 PM

Dear Customer,

Umbrellar Online is in the process of introducing a dynamic new customer service platform (Salesforce) to better support and service our customers moving forward. While we are in the transition phase you may notice some small changes to dashboards or control panels you use regularly. Changes made as follows: 

Support Dashboard change (20/2/19)
Please note, customers are no longer able to login and view the status of their support tickets via this address https://support.digiweb.co.nz/index.php?/Umbrellar/Core/Default/Index  We expect to reactivate this service when the new platform is fully developed. In the meantime please contact our support team directly for progress updates if required.

Thank you for your understanding as we transition to our new platform.

Regards,
The Umbrellar Support Team


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