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Joel Collins

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  • Every minor change requires:

    • Ticket raised requesting changes

    • Change request goes to account manager

    • Account manager sends a quote

    • Quote agreed

    • Account manager sends contract addendum to Steph

    • Steph signs addendum, adds it to the every growing pile

    • Once signed, works are scheduled

    • Some time later, works get completed. Occasionally, if the stars align, this happens without issues.

  • Aside from extra effort, this makes lead times for what should be 5 minute jobs extend into days or, typically, weeks.

  • Cloud credits agreed to be added as a “final” addendum on 15/11/2023

    Waiting for confirmation as of 20/11/2023

Part 2 - Did it make any difference

  • Ordering new MS365 licenses before moving to account credit took around a month.

  • Ordering new MS365 licenses after moving to account credit took around a month.

    • Did occur over the holidays, so hopefully better next time. I’m not holding my breath though.

Ongoing - Missing basic features

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  • T20231106.0006 raised 06/11/2023

    • Request for info on max RAM availability for each server

    • Assigned to Heather on 06/11/2023

    • No response as of 20/11/2023, chased up in morning

    • 20/11/2023 16:17 ticket closed abruptly with note “Inforamtion sent to Joe Moorhead”

Mid 2022 - NBT migration communication issues

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  • 31/01/2023 18:00 Michael finds rebuilt server is unlicensed, unable to complete transfer, raises this with AIMES

  • 01/11/2023 09:52 Joel chases this up with AIMES.

  • 01/11/2023 12:10 AIMES apologise for the error received, do not acknowledge the root cause or disruption

  • 01/11/2023 15:08 AIMES re-install SQL server, licensing issue apparently caused by them having installed the wrong version

  • 01/11/2023 16:12 AIMES and Michael agree to attempt migration again tonight, with IP cutover tomorrow 8am pending confirmation of successful transfer

January 2024 - VPN Outage due to failed certificate renewal

View file
name240120-AROSDS-MIR-SSL Certifcate Expiry .pdf

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  • Certificate used for all AnyConnect VPN clients was allowed to expire

    • View file
      name_.aimes.services.crt

      • Common Name: *.aimes.services
        Subject Alternative Names: *.aimes.services, aimes.services
        Organization:
        Organization Unit:
        Locality:
        State:
        Country:
        Valid From: December 19, 2022
        Valid To: January 20, 2024
        Issuer: Go Daddy Secure Certificate Authority - G2, GoDaddy.com, Inc. Write review of GoDaddy
        Key Size: 2048 bit
        Serial Number: dbe0653f36391488

  • Noticed around 22:00 Saturday 20th January

  • Reported as P1

  • Call from support shortly after

    • Support agent said this would be billable out-of-hours support

    • We pointed out this cannot possibly be true given the issue is entirely due to ARO failing to renew a critical certificate. This is basic stuff.

    • Support agent suggested they would look at it “first thing on Monday” and be resolved “by 8:30am”

  • Sunday 2st ticket escalated as UKKA management want it sorted before Monday

    • Updated request not acknowledged

  • George chased up around 6am Monday

    • No acknowledgement

  • 09:24am Monday: “Good morning, the issue is being worked on by Richard Johnston in the network team , we are looking into a potential certificate issue on one of the core Firewalls. Unfortunately I don't have an update on potential fix time at this moment.”

  • 10:45am: “We are just in the process of applying a new certificate, the CA has issued this due to some (as yet) unknown issue with the current certificate.”

    • From George: “I don't think it's as-yet unknown, it's that current SSL certificate expired on Saturday at 1:45pm without having been renewed in advance.”