Planned Maintenance In Progress
Service Outage in the Rockville AreaOperational

Incident Status

Operational

Components

Ethernet - Rockville, MD

Locations

11200 Rockville Pike, 12358 Parklawn Dr


November 15, 2024 9:13AM EST
[Monitoring] Service to 11200 Rockville Pike has been restored. Both sites are now at full functionality and Atlantech will continue monitoring to ensure no recurrence of service loss.

November 15, 2024 8:09AM EST
[Investigating] Services to 12358 Parklawn Drive have restored. The outage appears to have been related to a power event. Service to 11200 Rockville Pike remains down and Atlantech technicians are working with building management to determine the cause.

November 15, 2024 1:43AM EST
[Investigating] Master Ticket ID: 467729 Incident Start Date and Time: 11/15 1:00 AM Atlantech Online monitoring has detected a service interruption affecting customers at 11200 Rockville Pike and 12358 Parklawn Drive. Engineers are investigating the issue and further details will be posted as they are learned.
Rockville Datacenter Ambient TemperatureOperational

Incident Status

Operational

Components

Data Center, Colocation and Hosting

Locations

Rockville, MD Data Center


November 9, 2024 8:42AM EST
[Monitoring] Ambient temperatures at the Rockville Data Center have once again returned to normal levels. Faulted devices have been remedied and Atlantech is currently investigating the root cause for the faults.

November 9, 2024 5:14AM EST
[Investigating] Device faults at the Rockville Data Center have recurred, and technicians are onsite investigating. Ambient temperatures are currently elevated but still within acceptable levels.

November 8, 2024 2:06PM EST
[Investigating] Ambient Temperatures at the Rockville Data Center have returned to normal levels. Technicians are still onsite performing fault evaluation on the affected equipment. More details will be provided as they are learned.

November 8, 2024 11:58AM EST
[Investigating] Technicians at the Rockville Data Center continue their work and ambient temperatures are returning to normal. More updates will be posted once work is complete.

November 8, 2024 11:29AM EST
[Investigating] The A/C technician has arrived at the Rockville Data Center and is investigating the affected units. Updates will provided as they become available.

November 8, 2024 10:16AM EST
[Investigating] Master Ticket ID: 467079 The Rockville Data Center is currently experiencing an elevated ambient temperature. The A/C support technician has been dispatched and expected to be on-site within the hour. More updates will be provided as they become available.
Atlantech Hosted Voice Service DisruptionOperational

Incident Status

Operational

Components

Voice Services

Locations

International Calling, National Voice, Teams Calling, SMS/MMS, SNAP, Hosted PBX


October 18, 2024 3:37PM EDT
[Identified] Atlantech Engineers uncovered an issue resulting from server maintenance yesterday evening. A change caused issues to appear as traffic increased throughout the day. This change has been reverted and services are restoring. This change will populate on customer services automatically, and any customer still experiencing issues is advised to power cycle the affected phone to expedite the process.

October 18, 2024 12:16PM EDT
[Investigating] Master Ticket ID: 464834 Atlantech is investigating an issue with some customers losing registration to their calling devices intermittently. More details will be provided as soon as they are learned.
Atlantech Phone System IssuePartial Service Disruption

Incident Status

Partial Service Disruption

Components

Voice Services

Locations

Hosted PBX


October 3, 2024 3:19PM EDT
[Identified] Atlantech Engineers continue to work toward a permanent solution and more information will be made available as soon as possible. Most services have been brought back online and Atlantech is working directly with customers that are still affected.

October 2, 2024 4:07PM EDT
[Identified] Atlantech Engineers are implementing mitigation measures on customer devices and most services have been brought back online. A permanent solution is still being investigated and more information will be made available as soon as possible.

October 1, 2024 6:59PM EDT
[Identified] Master Ticket ID: 461972 Atlantech Online has identified an issue on Adtran Voice Service devices that may hinder the ability to make and receive calls for some customers. Engineers are currently working to implement a fix and more details will be provided as they are known.
Atlantech Care Ticketing SystemOperational

Incident Status

Operational

Components

Atlantech Internal Systems

Locations

Care Helpdesk System


September 30, 2024 3:46PM EDT
[Investigating] Functionality to Atlantech's Care ticketing system has been restored. The investigation continues to ascertain the root cause for the downtime. Further updates will be posted as they are learned.

September 30, 2024 9:56AM EDT
[Investigating] Atlantech's Care ticketing system is currently down and the issue is being investigated. Updates will be posted as they are learned, and any customer having issues opening a ticket can reach our Tech Support and Customer Service Teams at 301-589-3060.
Atlantech Voice Network DisruptionOperational

Incident Status

Operational

Components

Voice Services

Locations

International Calling, National Voice, Xima Call Center, Teams Calling, atlantech|softphone, Hosted PBX


September 20, 2024 9:07AM EDT
[Monitoring] Atlantech Online Engineers continue to work towards a permanent solution for this incident. Interim measures for mitigation remain in place. Customers directly affected by this change have been notified. However, if you are experiencing issues with inbound or outbound calling, please reach out to our Technical Support department at 301.755.2260 or support@atlantech.net. Further details will be provided as new information is learned.

September 19, 2024 12:55PM EDT
[Monitoring] Atlantech Online Engineers will be making a configuration change to core equipment in an effort to further isolate the root cause of the calling issues. Customers directly affected by this change have been notified. However, if you are experiencing issues with inbound or outbound calling, please reach out to our Technical Support department at 301.755.2260 or support@atlantech.net. Further details will be provided as new information is learned.

September 19, 2024 8:40AM EDT
[Monitoring] Atlantech Online engineers have successfully migrated the majority of traffic away from the affected server. However, a small group of customers without redundancy in place remain on this server. With the reduced load, we anticipate that the server will remain stable while our vendor works to provide a software patch. Servers will be monitored for stability while work continues on the software patch. Further updates will be provided as new information is learned.

September 18, 2024 9:25PM EDT
[Investigating] Atlantech Online is currently working with our vendors, and Engineers will be making changes to core equipment in an effort to mitigate the current calling issues. Further information will be provided as new information is learned.

September 18, 2024 6:33PM EDT
[Investigating] Atlantech Engineers continue to troubleshoot the issue and are developing a plan to mitigate the effects caused by this service degradation. Further details will be provided as new information is learned.

September 18, 2024 5:08PM EDT
[Investigating] Atlantech Online has detected that the issue causing a disruption to inbound and outbound calling has returned. Engineers are investigating and further details will be provided as new information is learned.

September 16, 2024 6:52PM EDT
[Monitoring] Atlantech Engineers were able to mitigate the issue with inbound and outbound calling. Services are now operating normally. If you are still experiencing issues, please reach out to our Technical Support team at 301.755.2260 or support@atlantech.net. We will continue to monitor services for stability. Further updates will be provided as new information is learned.

September 16, 2024 3:19PM EDT
[Investigating] Master Ticket ID: 458562 Atlantech Online has detected an issue causing intermittent disruption to inbound and outbound calling on the Atlantech voice network. Engineers are investigating and will be re-routing traffic in an effort to resolve ongoing issues. Further details will be provided as new information is learned.
Operator Connect Call IssuesOperational

Incident Status

Operational

Components

Voice Services

Locations

Teams Calling


April 4, 2024 4:08PM EDT
[Monitoring] Microsoft has implemented a change to resolve the inbound calling issues with Operator Connect. Atlantech Engineers have tested and calls are completing correctly. Atlantech Engineers continue to monitor to ensure stability across the platform. Further updates will be provided as new information is learned.

April 4, 2024 8:55AM EDT
[Investigating] Microsoft engineers continue to work toward resolution for inbound calling issues on Operator Connect. Outbound calling continues to be unaffected. Further updates will be provided as new information is learned.

April 3, 2024 7:50PM EDT
[Investigating] Master Ticket ID: 439509 Atlantech Online has been alerted to a call completion issue within the Operator Connect service. Engineers are currently investigating and further details will be posted as they become available.
Backup Generator Preventative MaintenancePlanned Maintenance

Description

Master Ticket ID: 467687 Service/Equipment: Emergency Backup Generator Type of work: Routine Preventative Maintenance (PM) Impact of Work: None. In an event of utility outage, the load will be protected by the UPS during contingency procedures to restore generator functionality.

Components

Data Center, Colocation and Hosting

Locations

Rockville, MD Data Center

Schedule

November 15, 2024 5:00AM - 8:00AM EST


November 15, 2024 8:44AM EST
[Update] RDC Generator PM has ended/completed.

November 15, 2024 8:00AM EST
[Update] Scheduled maintenance is complete.

November 15, 2024 7:08AM EST
[Update] RDC Generator PM is completed

November 15, 2024 5:04AM EST
[Update] The vendor is onsite starting Generator PM

November 15, 2024 5:04AM EST
[Update] The vendor is onsite starting Generator PM

November 15, 2024 5:00AM EST
[Update] Scheduled maintenance is starting.

Value Added Services




Operational

General Connectivity Services




Operational

Voice Services




Operational

Data Center, Colocation and Hosting




Operational

Ethernet - Arlington, VA




Service Disruption

Ethernet - Bethesda, MD




Operational

Ethernet - Fairfax, VA




Operational

Ethernet - Gaithersburg, MD




Operational

Ethernet - Germantown, MD




Operational

Ethernet - Herndon, VA




Operational

Ethernet - McLean, VA




Operational

Ethernet - Philadelphia, PA




Operational

Ethernet - Rockville, MD




Operational

Ethernet - Silver Spring, MD




Operational

Ethernet - Vienna, VA




Operational

Ethernet - Washington, DC




Operational

Atlantech Internal Systems




Operational

Ethernet - Columbia, MD




Operational

Scheduled Maintenance

Rockville Data Center Hosting Cluster Switch Stack-Fiber patch remediationPlanned Maintenance

Schedule

November 21, 2024 6:30PM - 8:30PM EST

Components

Value Added Services, Voice Services, Atlantech Internal Systems

Locations

Cloud Backup Services, DNS, International Calling, National Voice, Care Helpdesk System, Xima Call Center, CloudFax, Teams Calling, SMS/MMS, SNAP, atlantech|softphone, Hosted PBX

Description

Type of work: Engineers will disconnect and reconnect the cluster virtual chassis ports in Rockville data center switches. Expected Impact: Atlantech engineers will migrate hosting services to the Silver Spring data center, Internal hosting services will experience an intermittent service during the maintenance.
Juniper OS Upgrade -Voice Firewall Cluster in PhiladelphiaPlanned Maintenance

Schedule

November 21, 2024 10:00PM - November 22, 2024 2:00AM EST

Components

Voice Services

Locations

International Calling, National Voice, Xima Call Center, CloudFax, Teams Calling, SMS/MMS, SNAP, atlantech|softphone, Hosted PBX

Description

Type of work: Atlantech Online engineers will be doing OS upgrade in order to improve performance and stability. Expected Impact: No service disruptions are anticipated. Atlantech Engineers will migrate traffic to standby systems to prevent downtime.