Please see about the reason for our London, UK oıutage below:
Our Infrastructure Setup:
-----------------------------------------
To provide full transparency, we want to clarify how our London location operates. We use HostDime as our upstream infrastructure provider in the UK. HostDime, in turn, utilizes data center space and network services from a separate, overarching facility operator.
We are a customer of HostDime, and HostDime is a customer of the facility operator.
The Root Cause:
-----------------------------------------
After relentlessly pressing HostDime for answers, they have finally disclosed the truth behind this extended downtime. HostDime is currently engaged in a contractual dispute with the overarching data center facility.
Because of this dispute, the facility operator abruptly shut off all power and network access to the server cages. HostDime has informed us that they have tried to reach an agreement with the facility operator over the past 24 hours with no success.
HostDime's Statement on Data Integrity:
-----------------------------------------
HostDime has explicitly stated the following regarding your data:
"First and most critically, please rest assured that all your data is secure and that HostDime retains full access to it and the hardware it is hosted on."
HostDime's Recovery Plan:
-----------------------------------------
HostDime has outlined their next steps as follows:
"HostDime is now progressing forward with migrating services to a new infrastructure vendor within the UK. As this plan progresses, we expect to be able to provide an ETA and will send that out in a subsequent update. At this time, many factors with the previous vendor are still in effect and can obfuscate an accurate timeline but we remain committed to expediting a resolution. Once we have cleared these hurdles, an ETA for the move and restoration of services will be able to be provided."
Our Immediate Action Plan:
-----------------------------------------
We find this situation unacceptable. While we wait on HostDime to resolve their internal vendor issues, we are actively executing our own plan to bring your VPS back online.
We are working with new, stable data center providers in the London region to bring brand-new servers online. Our goal is to provision replacement VPS instances for you using your exact same IP addresses as quickly as possible.
Because the facility lock-out prevents us from accessing the original drives right now, these replacement VPS instances will be clean, empty installations (unless you have our Nightly Backup service, detailed below).
This will allow you to restore your own off-site backups and get your services back online immediately. If and when HostDime successfully extracts the original hardware, we will securely copy your historical data over to this new infrastructure.
ETA for Replacement London VPS:
-----------------------------------------
We are doing everything in our power to expedite the procurement and provisioning of this new London hardware. However, because it is the end of the week and enterprise hardware (RAM and SSDs) is currently facing global supply chain constraints, we cannot provide a strict ETA for when these exact replacement nodes will be ready.
We will send you a follow-up email the moment we have all the hardware secured and a solid ETA established.
Nightly Backup Restores:
-----------------------------------------
If you are subscribed to our Nightly Backup service, your data is safe off-site. By default, once the new London servers are provisioned, we will automatically restore your last available backup onto your new London VPS. You do not need to take any action for this to happen.
If you cannot wait for the London hardware and need to get back online today, we can immediately restore your backup to a new VPS in our Netherlands location. Please open a support ticket with us if you would prefer this immediate route. Please note: This new VPS will require a new IP address.
Alternative Solution:
-----------------------------------------
We currently have immediate capacity available in our Netherlands location. If you do not want to wait for the new London hardware to be provisioned, we can deploy a replacement VPS for you in the Netherlands right now.
- Please note: This new VPS will require a new IP address.
- If you would like to proceed with this immediate solution, please open a support ticket with us.
Account Credit Update: Two Months Free Service:
-----------------------------------------
In our initial communication, we promised one month of free service to compensate for this downtime. Given the extended severity of this vendor failure, we are increasing this to two full months of service credit. This will be automatically applied to your account.