Status Update 04/09/2018 5.00pm

Our mail server is now up and running and any new emails sent after 4.00pm Tuesday 4th September 2018 should be delivered to us immediately.

We are still waiting for emails sent before 4pm on 4th September to filter through and as soon as they do our team will respond to your enquiries ASAP. Replies may be slower than usual, so please do still call us on:

0800 008 7079 (UK)

or

+44 (0) 1604 685040 (INT)

if you require urgent assistance. We will provide a further update on other services on Wednesday 5th September.

Thank you again for your continued patience.

-Natalie Sharpe, Head of Sales and Commercial Development

Status Update 04/09/2018 11.00am

On the evening of Friday 31st August 2018, USB2U’s data and mail servers suffered a major outage. We have been working tirelessly behind the scenes in partnership with our IT services team to get the servers back up and running again, however this process is taking longer than first anticipated.

 

What does this mean for our customers?

Email Communication

Unfortunately, the entire USB2U mail server is down which means we have not yet received any emails which have been sent to us between 5.30pm on Friday 31st August 2018 and Tuesday 4th September 2018.

We would like to take this opportunity to apologise to any of our customers who have not received replies to email or web enquiries sent during this time.

Any emails that have been sent to us are held in a queue and we will receive these in due course when we are back online. We will work through these enquiries as quickly as possible when we receive them.

 

Telephone Communication

USB2U’s phone lines are still working and we recommend contacting us in this way if you need to get hold of us urgently. Please call 0800 008 7079 (UK) or +44 (0) 1604 685040 (INT) to speak to a member of our team.  We are working our way through our customer lists to contact those with current orders with us via telephone to provide status updates.

 

Service Levels

As USB2U’s CRM, delivery and stock systems are cloud based, we are still able to provide updates on orders and send out deliveries with our courier UPS. We have also set up alternative Gmail email addresses as a temporary measure.*

Our design files however are held on the server which is currently out of action, so there may be some delay with customers receiving visual mock ups / proofs. Any customers with urgent orders for Express Delivery will be contacted directly.

Customers ordering on our online shop are unaffected by the server outages and orders will be processed as usual.

 

When will normal service resume?

According to our IT service provider, we should have basic email access back by close of play today (04/09/18). As soon as we have any information from them, we will share status updates with you via posts on our Facebook and Twitter pages, so please keep an eye on our social media channels for more information.

 

Sincere apologies and a big THANK YOU to all of our customers.

We would like to apologise once again to anyone affected by this outage and reassure our customers that the team here are working as hard as possible to bring back the usual USB2U 5* service. Thank you again for your patience and understanding at this time.

 

Natalie Sharpe

Head of Sales and Commercial Development

DD: +44 (0) 1604 685044

 

*Please contact natalie.usb2u@gmail.com to request an alternative email address for your USB2U Account Manager.

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