Service Status | xilo Ltd.

We have seen an improvement to call handling on Thursday with a reduction in calls and also more resources from other teams being assigned to answer these calls.

Our team will continue making efforts to get to all calls within usual time frames and appreciate your patience and understanding.

When the teams are at capacity, a recorded notice will sound to avoid lengthy waits.

We are seeing increased demand for our telephone support services outstripping our usual capacity.

This is due to an increase in the number of Wordpress sites being compromised. In each case this has been because the sites have not been kept up to date.

Due to increasing use of AI, hackers and researchers are finding vulnerabilities in software quicker and building the tools to enable hackers to use this exploits quicker than ever is now possible.

Both our hosting platforms offer the ability to enable automatic updates and we recommend doing so. They also allow you to upgrade on a one-click basis but this would need to be done regularly.

So far, call volumes have incresed more than 900% from usual norms. This is further compounded by higher than normal staff absense due to current seasonal illness doing the rounds.

We hope normal service is able to resume in due course but appreciate the kindness and understanding shown to our team by most callers. We appreciate the frustration and our team are doing all they can in this more challenging time.

Raising a ticket for such site issues is recommended and allows our team to do these more efficiently, freeing up our support line for non-Wordpress vulnerability issues.