Update - Mailbox database how now been restored (took a little longer than planned)
We will be importing the mail from the last week overnight and into tomorrow.
Oct 16, 19:26 BST
Update - At 17:30 we will be taking the mail server database offline for approx 30mins while we confirm restoration - any mailboxes which have been affected up to this point will be unavailable.
Oct 16, 17:00 BST
Update - We are continuing to decrypt and restore files across the platform for the affected customers.

Emails are continuing to be restored into your primary mailboxes (again where affected) , you don't need to do anything here, the old mail will appear in Outlook and on your mobile devices.

You may also experience some slowdown on the platform while we are working across the affected files, we appreciate your patience.
Oct 16, 15:34 BST
Update - We are still working issues as they come through to us today however we are experiencing extremely high call volumes.

If you can log your ticket via email (even personal emails are ok) with your name, company, contact number and issue it would be most appreciated and we will come back to you once we have identified and fixed the issue.
Oct 15, 11:09 BST
Update - We have been working around the clock since Friday evening to restore affected services and we believe most to now be restored.

There will be some remaining issues for us to deal with which we would ask you to contact support via email for the quickest response however we would please ask for specifics so we can identify and remedy quickly.

We do anticipate the phones to be busy today so issues sent to support@itanswers.com would be appreciated.
Oct 15, 07:56 BST
Update - Mail flow is resuming now with 80% of the restore now being complete.

Customers are still being contacted and we are working through remaining client issues.

This work will continue over night and into the weekend to continue to restore any remaining systems affected.

Over the weekend we will need to restart some servers and services on our network, we apologise in advance for this however it is necessary work and cannot be avoided.

Just to note you can access your email via web browser at https://owa.skyline.itanswers.com/owa however if your mailbox is still affected this will not work.

Along side this, we are still working with our security vendors and the national crime agencies so they can continue their investigations.
Oct 12, 16:37 BST
Update - Just to provide an update to you.

We are continuing to restore our affected mail servers.
A member of the support team will be in touch with customers directly to determine any outstanding issues throughout the day.

Please bear with us while we make contact and we appreciate your understanding and patience during this time.
Oct 12, 08:08 BST
Update - Just to provide an update to you.

We are continuing to restore our affected mail servers.
A member of the support team will be in touch with customers directly to determine any outstanding issues throughout the day.

Please bear with us while we make contact and we appreciate your understanding and patience during this time.
Oct 12, 08:07 BST
Update - Following further investigation and work by our 3rd line team overnight, we have identified a targeted attack on the Skyline platform utilising Ransomware software identified as "RYUK". We are currently working with our AV partner Webroot to ensure all trace of this is removed from our system and we are currently liaising with the National Fraud and Cyber Crime Centre to provide all information they require to investigate this attack further.

This attack utilises SPAM emails with links to an infected payload which when executed begins encrypting key files within your file system impacting such services as email, software applications and general data in such as areas as your shared drive. We would ask any users who receive any mails requested you to click unknown links to please let us know immediately.

The attack has been mitigated and at present we are working with each of the affected customers to restore services affected for them.

We have a number of our customer’s impacted simultaneously and this has led to a significant delay in our response time on the service desk over the last 24 hours. For the customers who haven't been impacted by this attack we apologise for the delay in responding to your support requests but appreciate your understanding and patience whilst we restore the services for those customers affected.
Oct 11, 12:18 BST
Identified - Currently recovering a small number of mailbox databases which is affecting specific users.
Oct 10, 14:19 BST
Investigating - We are investigating an issue where some users are unable to access mail or login.
Oct 10, 07:29 BST
Skyline Desktop   Partial Outage
Skyline Mail   Partial Outage
Skyline Voice   Operational
MX Shield Mail Filtering   Operational
SkyRocket Hosting Platform   Operational
DataGuard Online Backup   Operational
Support Centre   Operational
Internet Services Operational
90 days ago
100.0 % uptime
Today
Liverpool PoP (liv-pop-e)   Operational
90 days ago
100.0 % uptime
Today
Liverpool PoP (liv-pop-h)   Operational
90 days ago
100.0 % uptime
Today
Liverpool PoP (liv-pop-h-b)   Operational
90 days ago
100.0 % uptime
Today
Liverpool PoP (liv-pop-a)   Operational
90 days ago
100.0 % uptime
Today
Liverpool PoP (liv-pop-a-m)   Operational
90 days ago
100.0 % uptime
Today
St Helens PoP (sth-pop-a)   Operational
90 days ago
100.0 % uptime
Today
St Helens PoP (sth-pop-b)   Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Oct 17, 2018

No incidents reported today.

Oct 14, 2018

No incidents reported.

Oct 13, 2018

No incidents reported.

Oct 9, 2018

No incidents reported.

Oct 8, 2018

No incidents reported.

Oct 7, 2018

No incidents reported.

Oct 6, 2018

No incidents reported.

Oct 5, 2018
Resolved - All deferred mail has now been delivered. If you have any suspicion of failed email delivery please request this to be resent from the sender.

Anything else after this please contact IT Answers Support to log a new case via our normal contacts.

Thank you.
Oct 5, 16:16 BST
Monitoring - We will continue to monitor queue management and will contact customers direct if required.
Oct 5, 15:00 BST
Identified - Due to a large number of spam emails received a short while ago, we are seeing a backlog of mail on the external mail filter. The source of the messages have already been detected and blocked, however there will be a delay whilst the backlog is processed.

We will continue to monitor queue management and will contact customers direct if required.
Oct 5, 13:05 BST
Oct 4, 2018

No incidents reported.

Oct 3, 2018

No incidents reported.