If you identify a fault with the Ilisys service or network, you may contact Ilisys Platform staff at any time during the day or night.

Call our Faults and Emergency service on 1800 795 645. The operator will take details of your domain and fault and pass these to an on-call member of our Platform team. Any Ilisys fault will be escalated and addressed as a priority.

There is no charge for reporting a fault in the service that Ilisys provides. A $60 call-out fee will apply if the issue involves user error, a fault with the configuration of an email address, database or website, or a failure outside of the Ilisys network.

Ilisys Technical Support is available to help you with these latter issues at no charge during our extended opening hours.

In the event that a fault or emergency affects any aspect of the Ilisys service, a notice will be posted to the Ilisys System Status page, at http://status.ilisys.com.au.

Updates will be posted to this site regularly and it will represent the most effective way to track developing situations.

For the most timely updates, you may like to subscribe to an RSS feed of the Ilisys System Status page - available at feed://status.ilisys.com.au/nfblog/feed.

The information in this post is replicated on the Ilisys website at http://ilisys.com.au/explore/ilisys/reporting-faults.

Please contact Technical Support (support@ilisys.com.au or 1800 995 645) if you have any questions about these reporting and monitoring processes.

Please be advised that Ilisys has altered the way that email addresses and email accounts are managed.

BENEFITS
A. You may now configure unlimited accounts. The only threshold that will apply is your data storage allocation.
B. Changes you make to your email configuration will be provisioned instantly.
C. You may login to your email using an actual email address.

SUMMARY
The short version is that you need do nothing, until such time as you need to make changes to the configuration of an email account. Changing your email password would be an example of such a change.

At that time, you (or your email user) will be notified that they have five days in which to update their login details in your email program.

DETAILED EXPLANATION
These changes stem from a need to speed up the fulfilment of changes that users make to the configuration of their mailboxes.

Password and aliasing changes will now be actioned instantly, as will the provisioning of new mail accounts.

Email users will also be able to login to their mailboxes using an actual email address, rather than an arbitrary username assigned by the system.
These changes will also allow email users to create unlimited email accounts.

A necessary part of this new service offering is a gradual migration from our current format (cust1 for example) to one in which your customers will be able to sign into their email accounts using their email addresses.

Your new email users will be able to access POP/IMAP and webmail with this new style of username immediately. However existing user accounts will only work until that particular account is next modified.

These existing mail account holders will be required to migrate their usernames to the new format within five days of modifying an account. After five days, the old username will become inactive.

We acknowledge that the person modifying an email account may not necessarily be the account user, and so an explanatory email will automatically be sent to the email account in the event that their email username will change.

This automated email will advise the account user of their new login details and explain that they have five days in which to make the necessary changes. At the bottom of this message you will find a sample of the explanatory email that our systems will send to your clients on your behalf.

SAMPLE NOTIFICATION MESSAGE
To: john.smith@your-domain.com.au
From: do-not-reply@your-domain.com.au
Subject: New login details for this email account (custo1)

As a result of an email system upgrade, you must update the login details that you use in your email program.

At some point in the next five days, please change your email client username from custo1 to john.smith@your-domain.com.au.

In five days time, your old username (custo1) will become inactive.

New username - john.smith@your-domain.com.au
Same password - xsDlJ23y7

Regards,
Ilisys Web Hosting

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