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Heart Internet Downtime, February 2016

On February 10, without warning, Heart Internet suffered a power cut which brought down websites and emails for several hours.

As many of you know, about half of the websites we look after on behalf of our clients are held on Heart Internet’s web servers, and these were affected.

We understand websites went offline at about 2.30pm on that day, and all of our clients appeared to be back online by 10pm.

The following day, Thursday, February 11, we received reports from several clients unable to log into their Heart Internet webmail via www.outitgoes.com, and these problems were resolved later that day.

We have checked over the restored sites and no data was lost, although we had to restore one of our one page sites from a backup. Note: This is why we keep off site backups of all websites.

If you are still experiencing problems or spot a problem with your website, please put in a support ticket.

First things first

First of all we want to apologise to anyone affected by the outage and any inconvenience caused.

Secondly we want to assure you that we are doing our best to make sure this does not happen again.

We are embarrassed that more than 50 of our websites disappeared from the internet for around seven hours and we were not aware of it – because Heart Internet did not tell us.

This is the worst downtime in Heart Internet’s 11 year history, and they say they will make sure it won’t happen again.

However we are concerned at many aspects around this so we are reviewing all our services with Heart Internet and looking at alternatives.

We must stress that we don’t think there is any immediate risk of a collapse by Heart Internet, but we are concerned by a deterioration in service over time.

Does this affect me?

All our sites launched or re-developed after October 2014 are not affected by this, as they are hosted on our premium hosting service, SiteGround.

There’s an easy way to tell – follow this link: WhoIsHostingThis.com , enter your domain name and press enter. The page will tell you if you are hosted on Heart or SiteGround.

What should I do?

You don’t need to do anything yet but if you want to move services away from Heart, we already have an alternative available in the form of our SiteGround hosting package.

In the 18 months we’ve been using it, SiteGround’s hosting has been utterly reliable, and has improved performance in every respect. Our SiteGround websites have become faster, while our Heart sites have slowed down.

We are recommending all e-commerce sites should start considering upgrading to our SiteGround hosting package. Sadly, a hosting package that was suitable three or four years ago may no longer perform well enough.

To ask about moving your site, please open a support ticket.

However, there is no need to panic and we will contact you individually before any change takes place.

What happens next?

Switching services of this kind – if that’s what we choose to do – is not simple and we will make sure any migration will cause the least disruption possible.

Whatever we decide to do, we will communicate individually with each of you before we do it.

We will follow up with another post through our client newsletter before we take any further action.

Clients with Heart Internet email only

A small number of you have your website hosted on our SiteGround service, but email hosted on Heart Internet and we will move these email accounts in the next few weeks.

We will be in touch with each of you individually to arrange a convenient time.

What do Heart Internet say?

Heart’s Operations Director published a blog post five days after the event in an attempt to explain things: Information about Heart’s downtime