Outage affecting CloudSites platform

This incident has been resolved.

We are pleased to report that the CloudSites service has been fully restored. Thank you for your patience whilst this major data centre incident was resolved. If you are still experiencing an issue please contact our support team.

Engineers have made significant progress in restoring Cloudsites services, and websites are recovering. Work will continue until full service is restored. We again apologise for the impact this incident has had on your business, and thank you for your patience.

Engineers are continuing work to restore the Cloudsites infrastructure and we will continue to provide updates as we receive more information.

Engineers are continuing to work on restoring Cloudsites services in the Phoenix, Arizona data centre. The underlying storage is now back online, and our engineers are currently focused on restoring the networking layer. Remaining systems are being brought back in a controlled manner, with stability and performance monitored at each step so that restored services stay secure as further systems come online.

We understand the impact this is having on you and are grateful for your patience. Engineers remain fully engaged and we will post further updates here as progress is made.

Engineers continue to work to restore the CloudSites service, we have no ETA at this time but understand the continued impact this may be having on our customers and sincerely appreciate your patience and understanding.

Engineering teams are continuing to work through the remaining issues and are making steady progress toward restoring the CloudSites service.

Internal temperatures in the datacentre have continued to return to normal levels, and onsite engineers have begun the process of restoring service to networking equipment and the CloudSites platform. We expect full restoration to take some time, but customers should begin to see services restored.

Progress continues to be made, and temperatures are continuing to come down.

We are continuing to work closely with the datacentre as they address the elevated temperatures at the Phoenix facility. Progress is being made, and temperatures are continuing to come down as cooling infrastructure is restored and additional mitigation efforts are put in place. We apologise for the disruption and appreciate your patience. We will continue to provide updates as the situation progresses.

The datacentre in Phoenix, Arizona from which the CloudSites platform operates has confirmed that it has experienced a major failure of its cooling infrastructure. As a result, temperatures within the datacentre have risen to a level where it became necessary to carry out an emergency shutdown of the entire facility to protect equipment from damage and prevent data loss.

Datacentre engineers are onsite working to restore the cooling infrastructure. At this stage, current estimates indicate that this work may take 12 hours or more.

We understand the seriousness of this situation and the impact it may have on your business. We are monitoring conditions closely with the datacentre provider and will provide further updates as more information becomes available. Our support team is available to discuss the situation with impacted customers.

Engineers are still working to restore normal service. We understand that the data centre is experiencing higher-than-normal ambient temperatures which has caused the outage to services within. Their facilities management team are working to bring temperatures in the facility back to normal and services restored. We apologise for any inconvenience caused.

We are currently investigating network issues affecting the data centre where the CloudSites platform is located. This outage is causing websites hosted on the platform to be unavailable. No other services are affected. Engineers are actively working to restore CloudSites services as quickly as possible.