Arcustech incident

US West - Single Physical Server Issues - Returned

Major Resolved View vendor source →

Arcustech experienced a major incident on May 10, 2020 affecting US - West, lasting 3h 1m. The incident has been resolved; the full update timeline is below.

Started
May 10, 2020, 05:23 AM UTC
Resolved
May 10, 2020, 08:25 AM UTC
Duration
3h 1m
Detected by Pingoru
May 10, 2020, 05:23 AM UTC

Affected components

US - West

Update timeline

  1. identified May 10, 2020, 05:23 AM UTC

    Unfortunately the storage issue from earlier has returned, and has been positively identified as a RAID failure the has caused data loss. Staff is trying to find a way to recover data but at this point we are looking at recovery of full system snapshots from the 9th if available, or the 1st of May if not. Once restored our support team will reach out to the contact email on each impacted account to let you know which restore point was restored to, and a link to this update and the earlier incident.

  2. identified May 10, 2020, 06:36 AM UTC

    More than half the impacted clients have been restored to service. Staff are still reaching out to each client as their system is restored.

  3. resolved May 10, 2020, 08:25 AM UTC

    The remaining client restored completed earlier, and we are confident after monitoring to mark this as Resolved.