Important Korcett Update

Haverhill Place had maintenance conducted by Suddenlink on Friday 12/27/2013 where they did an overhaul of the entire switch network. They did not notify us of any intended maintenance and during which time they ran into problems and believed rebooting the Korcett server would resolve the issue. In actuality they made the issue worse by rebooting a Korcett server that had an uptime of going on 3 years. Due to the unforeseen reboot our firewall rules were not saved to the latest version and upon reboot the site stopped passing traffic while our server was in authentication mode. For us to allow traffic to pass normally we had to disable the authentication service for the site and residents are set to a standard speed. This has caused recent calls from residents not getting their allocated speed they may have recently purchased.

 

We are attempting to resolve the issue remotely but we are having no luck, therefore a maintenance window has been set for 1/20/2014 to resolve this issue along with others. Until then residents will only be offered a 1 month extension on their purchased speed, if they are not satisfied inform them it will be 24 to 48 business hours for a response on a refund and at that point the ticket needs to be escalated to Korcett.

 

Inform the resident the following and resolve the ticket:

 

Unfortunately at this time we are conducting maintenance for the site. Our partner Suddenlink Communications is fully aware of the issue and we are working closely with them to ensure the best possible service. The maintenance for this site is expected to complete by 1/20/2014 and until then the site may suffer from slow speeds due to peak usage. If you have anymore concerns with the site’s bandwidth speed post the completed maintenance please contact the Korcett support team.