RETURN to previous page

ALERTS - Highlands Union Bank Internet services and Maintenance Policy Time Windows

Highlands Union Bank strives to provide optimal Internet services to its customers 24x7x365. As with all technology, issues can and do occasionally arise. Our people monitor systems 24x7 and respond as quickly as they determine that an issue exists. We believe when issues arise people want straight good communications. Unfortunately, technology does not lend itself to good old fashion person-to-person talk. If time permits we will use the bottom section this page to inform our customers of the status of an issue we are working on and communicate any other information we have that’s important.

Please keep in mind our maintenance policy time windows. These are time windows we reserve to perform planned maintenance. Systems are always subject to being unavailable during these windows. It’s important to note that we seldom utilize all of the time allotted by a window and only use a window when absolutely necessary. If we plan a major upgrade we will post notice of that event at least 2 weeks in advance. We cannot give notice of an emergency planned or unplanned event.

Weekly planned – a 2 hour window for minor maintenance, routine security updates and system restarts

·         Saturday 8PM ~ 10PM Eastern Time

Monthly planned – a 4 hour window for major maintenance, routine security updates and system restarts

·         3rd Saturday 8PM ~ 12AM Eastern Time

Infrequent planned – a 12 hour window for major upgrades and other weekly tasks – notice to customers given in advance

·         Saturday 8PM ~ Sunday 8AM Eastern Time

Emergency planned – a 8 minute window for important security updates and system restarts

·         Daily 8AM and 8PM Eastern Time for less than 8 minutes duration

Emergency unplanned event - a rare urgent global Internet security threat – systems will be restored after threat is mitigated

·         Immediate and at any time 24x7

 

 

 

Weekly planned maintenance – each Saturday 8PM ~ 10PM Eastern Time when necessary.

 

Monthly planned maintenance – 3rd Saturday of each month 8PM ~ 12AM Eastern Time when necessary.

 

Infrequent planned major upgrades – 1 schedule. (SEE NOTICE TO CUSTOMERS BELOW)

 

Current issues with our systems – no issues.

 

Technician’s comments – We monitor our systems and respond 24x7 to any issue that arises. Thank you for banking with us!

 

ALERT TO OUR CUSTOMERS

None

NOTICE TO OUR CUSTOMERS

We have a major system upgrade project schedule between October 21, 2011 8:00PM EDT and October 23, 2011 8:00PM EDT. There could be periods of outage on Friday October 21 from 8:00PM EDT to Saturday October 22 7:00AM EDT. Unlikely to be any outage on Saturday October 22, 2011 7:00AM to 8:00PM EDT. There is most likely to be periods of outage from Saturday October 22 8:00PM EDT to Sunday October 23 8:00PM EDT. We will endeavor to minimize any outage and apologize in advance if you are impacted. Thank you for your understanding. Highlands Union Bank IT Department.

 

 

30 Oct 2010 12:22 PM EDT – There was an issue with a server disk that was preventing the authentication process from completing successfully when customers attempted to logon to Internet banking. It was resolved at 30 Oct 2010 12:15 PM EDT. Bc

28 Aug 2010 – Our Internet site will be down for maintenance on Saturday September 11, 2010 at 8:00 P.M. for 6 hours. This is a major upgrade notice to our customers.

20 Mar 2010 11:41AM EST – Our Internet bank database did not update last night as it should. The issue appears to be with a service that failed to fire at its scheduled time. We manually updated IB and will have to investigate the root cause of this issue on Monday. IB is optimal now; time is 20 Mar 2010 1:01PM EST. wec

18 Dec 2009 8:10AM EDT – We are implementing system upgrades starting on Saturday 19 Dec 2009 at 8PM EST. These upgrades do not involved our web services but do involved the real-time backend that our Internet banking interface with; so balance refreshes and upcoming items will not function during the upgrade.

18 Oct 2009 12:44AM EDT – RESOLVED the issue where internet bank customers could not retrieve upcoming transactions. wc

17 Oct 2009 11:18PM EDT – Internet bank customers are having a problem retrieving upcoming transactions. We have people on site working on this. No ETR at this time. wc

23 Aug 2009 12:15PM EDT – We are performing some necessary maintenance on SQL databases in our Abingdon VA NOC and this will affect access to our public web site. We expect the down time to be approximately 1h20m and we expect to be finished with databases that affect IB by 1:00PM EDT. - IT Dept wc

9 Aug 2009 2:21AM EDT – We are experiencing a problem in our Abingdon Network Operations Center where firewall logs grew too large over the previous 7 days to allow maintenance routines to run successfully. We responded at 3 AM to the alarm and resumed limited service at 9:20 AM. Additional work is required before we can resume full operations, so we expect moments where the Internet bank site will be down up to 5 PM on Sunday. Thank you for your understanding and business. HUB IT Dept, wc