Brief Slowdown Due to DOS

Good Morning Everyone,

This morning at 8:14 EDT, Membee’s data center experienced an attempted Denial of Service (DOS) attack,¬†where an attempt is made to render a site(s) inoperable by saturating a target IP address with communication requests. Thankfully the automated mitigation processes and firewalls did their job but for a few minutes, you may have found Membee extremely slow as your legitimate traffic had to fight its way through all the illegitimate traffic.

Everything returned to normal a few minutes later and as is the normal practice in these situations, how the systems responded to the attack will be analyzed to insure optimal performance.

As always, we wanted to keep you in the “loop”.

Thanks,

Membee Customer Service Team

Membee’s Help Desk – Limited Search

Hi Everyone,

If you’ve clicked the Help link in Membee this morning and tried to search for something, you’ve likely noticed that there is a limited list of search results returned. We’ve contacted our Help Desk provider, ZenDesk and they are looking into it right now.

In the interim, you can bypass the issue by:
1) In Membee, choose My Requests – this will take you into the Help Desk
2) Choose “Help From the Hive” on the Help Desk’s menu
3) Search from there

We’ll post an update once we hear back from ZenDesk.

Thanks,

Membee Customer Service Team

Severe Storm Impacting Area Around Data Center

Hi Everyone,

As you know, the Membee data center has contingency plans to run for days if necessary on backup power. In fact, the entire data center runs on backup power all the time so there is never a “switch over” if backup power is needed.

We just received an alert that the business area around the data center has experienced several power interruptions in the past hour. The Membee data center is currently running on full backup power and there has not been an interruption to services.

We are monitoring the situation and we will post an update if the situation changes.

Thanks,

Membee Customer Service Team

Regular Server Maintenance This Weekend

Happy New Year to all Membee users! Just a quick note to let you know that Membee’s database servers will be offline for some routine hardware maintenance for about an hour starting at 12:00 AM Mountain Standard Time (UTC -7) on Saturday, January 5th. As usual, we will be putting Membee through a testing regiment after the servers come back online. 

We’ll post an update here if anything changes.

Thanks!

Membee Support Team

Server Patches Set to Happen July 14 Between 12 – 4 AM ET

Hi Everyone,

Just a quick note to let you know that while most Membee users are sleeping early Saturday morning, we’ll be doing some maintenance patches to server operating systems. While the maintenance window is declared for 4 hours from 12 AM – 4 AM ET (UTC -5) this coming Saturday, the update to each server will only take a few minutes followed by reboot.

During this time, Membee will be up and functioning normally so the only thing you may encounter is a brief delay while you’re switched to an alternate server.

As always, we’ll be keeping an eye on things as the updates are happening to make sure everything goes well. We’ll give Membee a thorough once over to make sure everything is good before taking the team out for a well-earned early Saturday breakfast. :-)

Cheers,

Membee Support Team

Membee Help Desk Restored

Hi Everyone,

Here is what Zendesk posted 15 minutes ago:

“The mitigation measures have now rolled out. Please tweet if you are still seeing connectivity issues so we (Zendesk) can gauge effectiveness. We have put in place additional mitigation measures and expect the situation to gradually improve over the next hour. “

We have done some testing and the Help From the Hive knowledge base is fully accessible and indeed the flow of customer inquiries coming into Membee via the Help Desk appears to be back to normal.

A quick shout out to the Membee users who helped us to quickly test the Help Desk to make sure it was truly back to normal.

Once again, if you have any issue at all or find that you can’t access the Help Desk as normal, please don’t hesitate to call us at 800.729.2962.405.

We’re so sorry for any inconvenience and rest assured that we will follow up with ZenDesk to debrief and thoroughly explore how this situation could be avoided in the future.

Thanks!

The Membee Support Team

Membee’s Help Desk is Unavailable

Hi Everyone,

At the present time, Membee’s Help Desk is unavailable to Membee users. While Membee’s functionality remains at 100% available, Membee users are currently unable to access Membee’s “Help From the Hive” knowledge base, chat with our staff via online chat, or submit a support question. Membee’s Help Desk provider is ZenDesk and posted the following:

“We (Zendesk) have received confirmation from our service provider that several of their customers including us are subject to a DDoS attack.”

What this means is that the Internet provider connecting Zendesk to the Internet is under attack from Distributed Denial of Service attack which is preventing access to online services like ZenDesk. We’re sure this is being addressed as quickly as possible but in the meantime, please contact us directly at 800.729.2962.405 if you have a Membee question or issue you need our assistance with.

We’ll post an update once more news from Zendesk is available.

Thanks,

The Membee Support Team

 

 

Membee’s Help Desk Back to Normal

Hi Everyone,

About an hour ago, ZenDesk reported that they had resolved the issue. We submitted some test questions from Membee’s Help Desk and everthing seems fine. As it turns out, it seems that tickets were being saved and the issue was with email notification of the arrival of new tickets. Any backlog of notification emails either to the Membee support team or back out to users has also been cleared.

So, it’s green lights everywhere!

So sorry for any inconvenience.