MWEB Business, a division of Internet Solutions, experienced a major failure on 17 July, which resulted in its virtual hosting environment going down for three days.
The problem was caused by a “system provisioning error”, which resulted in a number of products and services going down.
“A code error occurred when a change was being implemented, and this caused the subsequent issue,” said Internet Solutions.
This only impacted MWEB Business clients.
According to reports on the MyBroadband forum, the initial outage included virtual private servers, voice over IP, and business DSL services.
Internet Solutions said these services were restored by 10:00 on 17 July, but that issues with its virtual machine platform persisted.
“The priority of MWEB Business has been to restore services as quickly as possible and this required the assigning of new IP addresses for all sites. MWEB Business Virtual Machine clients are now able to re-install their instances with their backed-up data.”
This means that clients who didn’t back up data lost whatever was on the servers – with no way to recover it.
Internet Solutions said all customer data on virtual servers is the responsibility of the customer, and this includes the backing up of data.
“This is clearly outlined in the contractual terms and conditions and our customers are fully aware of this. MWEB Business also alerts its customers to the fact that if customers do not back up their data that they may suffer should an environment issue occur.”
Internet Solutions said all MWEB Business Virtual Machine clients are being contacted and offered assistance to re-install their data.
The company said an internal review is being conducted to prevent this situation from happening again.
“We will ensure that all necessary steps are implemented to mitigate any recurrence.”
MWEB Business clients who use the virtual machine products will receive a credit for the full month of July 2015.
MWEB Business is not linked to MWEB Connect
MWEB Connect, which is known for its uncapped ADSL Internet products, has emphasised that it is no longer linked in any way to MWEB Business.
Dimension Data, the parent company of Internet Solutions, bought the MWEB Business and Optinet Services and Network Divisions during 2014 for R368 million.
“This particular incident has absolutely nothing to do with MWEB, none of our services were impacted and none of our customers were affected,” said MWEB Connect.
MWEB said it looking at decommissioning the MWEB Business brand, but explained this is not a short-term fix and will require some planning and implementation.