Update - Our engineers continue to work on restoring full functionality for customers as a priority. Additionally, work to improve the filtering functionality to allow for custom filter lists per school is progressing and we hope to have this released towards the early part of next week. We’re sorry that customers are still unable to use their own user based filtering policies, however our focus has been on ensuring the service remains stable and delivers safe web browsing for users in the short term.
We will provide the next update at 2pm on Monday 25th January.
Jan 22, 14:03 GMT
Update - Additional detailed monitoring and data analysis continues to be conducted by our engineers to support the identification and implementation of a permanent fix. Customers using SafetyNet Go will still be restricted to a fixed set of filtering policies at this time however we are aiming to implement an improvement next week which will allow schools to have their own individual filter policies allowing flexibility for their own requirements.
We will provide a further update at 2 pm Friday 22nd January.
Jan 21, 13:43 GMT
Update - Monitoring and customer feedback indicate that the change deployed to the SafetyNet Go environment has improved the performance and filtering of the service, and we have received no further reports of intermittent issues from customers throughout today. Customers using SafetyNet Go will still be restricted to a fixed set of filtering policies at this time. Our engineers continue to work on understanding the root cause and identifying measures to restore normal operation as soon as possible. We will provide a further update at 2pm Thursday 21st January.
Jan 20, 16:18 GMT
Update - Following significant scaling up of the SafetyNet Go infrastructure, we are aware that customers have still been experiencing intermittent issues. In order to provide a workaround for users whilst further investigation of the root cause can continue, we have deployed a change to the SafetyNet Go environment that will cause all users to receive a fixed set of filtering policies. This will mean that user-based and custom filter policies will not be available whilst a permanent fix is developed and implemented. We apologize for any inconvenience that this may cause to users but this will aim to resolve the existing intermittent performance and filtering issues in the short term. We will provide a further update at 12 pm today
Jan 20, 08:45 GMT
Update - Following further investigation into the issues reporting on Friday 15th January our engineers have worked over the weekend and through today to resolve the problem. Engineers believe the cause of the issue to be related to an unusually high number of users accessing the SafetyNet Go platform at the same time. We have put in place a number of measures to improve the situation and are scaling up the RM SafetyNet Go infrastructure to provide significantly increased capacity for all customers. Our engineers continue to work on this with high priority. We understand that this has impacted a number of our customers, however we thank you for your understanding and apologize for the inconvenience caused. Until that time we ask our customers to be extra vigilant about the type of content your pupils may be accessing. We will provide a further update by midday on Wednesday 20th January 2021, or sooner, if we have new information to share.
Jan 19, 11:52 GMT
Update - We are continuing to work on this issue as our top priority. We will continue to provide updates. Thank you for your patience.
Jan 18, 07:16 GMT
Identified - We have identified the cause of the issue and we are urgently working on a resolution. The next update will be posted tomorrow morning 8:00 am unless significant incident activity occurs. Thank you for your patience.
Jan 17, 08:46 GMT
Update - Our engineers are continuing to investigate this issue as our top priority. Further updates will be provided in the due course.
Jan 16, 09:36 GMT
Update - We are actively working on resolving these issues. Further updates will be provided in due course.
Jan 15, 17:13 GMT
Investigating - We are aware of a performance issue with RM Buzz and some of the customers are impacted. We are actively working on it.
Jan 15, 12:27 GMT