Just a quick note that over the coming weekend we are rebuilding the server room at Tideway Towers.
Our public sites and support numbers will be unaffected throughout but our email and remote working systems will be down so you may not get a response from Tideway staff via the forum.
Customers with Support Contracts
P1 Issues
For P1 issues please contact Tideway Support directly on the normal numbers below. We will raise cases for you and deal with the issues.
- USA Tel: +1 800 948 5021
- UK/Global Tel: +44 (0) 20 7368 7305
These numbers may be unavailable for very short periods of time as they are migrated between backup systems over the weekend. If you are unable to get through please try again a few minutes later.
P2+ Issues
For all other issues please raise cases as normal via the portal and they will be dealt with as systems come back online for Monday morning.
UPDATE Monday 22nd
Our rebuild is almost complete but we are experiencing a delay with our upstream mail relay; as such our email is not yet back online. We expect this to be resolved shortly. For the mean time we advise customers with support contracts to continue to follow the advice in this post.
Please accept my apologies for the delay, I’ll update as the situation changes.
UPDATE Tuesday 23rd
We are still experiencing difficulties and now believe we may have had an unfortunately timed failure in our core network infrastructure. We are working on restoring email connectivity on a temporary basis while we deal with the root cause.
Our support team are monitoring things manually and we’d ask customers to continue follow the above advice for the time being.
Once again apologies for the delay in returning to normal service.
UPDATE Wednesday 24th
We believe we have resolved the issues impacting our email connectivity but it will be some time before full service is restored due to queued mail. We aim to fully restored by the end of the day.
Email has now returned to full service.
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