Nelnet International - Notice history

All systems operational

Notice history

Sep 2025

NZ Phone Line Disruption
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    The phone lines are working again, we are currently monitoring.
  • Investigating
    Investigating

    We are currently experiencing issues with our NZ phone number, affecting the numbers listed below:

    +64 9 872 2213 (NZ) - FTM

    +64 9 872 2219 (NZ) - FSM

    Our other phone lines remain operational. If you require phone support, please use the direct numbers for your product or reach us via email:

    - FACTS Tuition Management (support@factsmgt.com.au)

    +61 3 8545 1840 (AU)

    - FACTS School Management (fsm-support@factsmgt.com.au)

    +61 3 8545 1860 (AU)

    We appreciate your patience while we work to resolve this issue.

SMTP2GO Email Sending Issues
  • Resolved
    Resolved

    The incident is now resolved. Our sending IP was unexpectedly blacklisted, which resulted in some outbound emails not being sent. The root cause of the blacklisting is still under investigation.

    Due to the nature of the issue, it is difficult to pinpoint the exact start time. However, from what we can ascertain, emails were failing to send consistently - or being delivered intermittently - between ~8:30am and ~12:30pm AEST.

    To ensure successful delivery, any emails sent during this period should now be resent.

  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating
    We are currently investigating this incident.
Out-of-Band Maintenance: Payframe IP SKU
  • Completed
    September 22, 2025 at 4:30 PM
    Completed
    September 22, 2025 at 4:30 PM
    Maintenance has completed successfully
  • In progress
    September 22, 2025 at 2:30 PM
    In progress
    September 22, 2025 at 2:30 PM
    Maintenance is now in progress
  • Planned
    September 22, 2025 at 2:30 PM
    Planned
    September 22, 2025 at 2:30 PM

    We will be performing scheduled maintenance on Monday 22 September 2025 between 10:30 PM and 12:30 AM AEST on our Payframe server. This work will not affect the wider infrastructure.

    This maintenance is required as part of Microsoft’s retirement of certain Public IP SKUs on 30 September 2025. To ensure continuity, we will be upgrading affected Public IPs to the Standard SKU.

    The migration process may result in short service interruptions while network interfaces and IPs are re-associated. Downtime is expected to be minimal, approximately 2–3 minutes within the maintenance window.

    Sorry for any inconvenience. If you wish to display an outage page during this period, please contact support@xetta.com. Thank you for your understanding as we complete this necessary upgrade.

FACTS School Management Outage
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating

    We are currently investigating an incident with FSM.

Aug 2025

Azure Service Issue
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Update
    Update

    We are continuing to work on identifying the issue; confirmed to be affecting a single site.

  • Investigating
    Investigating

    We are currently investigating this incident; it seems to be affecting some sites only.

Jul 2025

No notices reported this month

Jul 2025 to Sep 2025

Next