Sherweb incident

Update: Resolved - Performance Cloud, C2 ISTM and In-House Archiving

Major Resolved View vendor source →

Sherweb experienced a major incident on October 15, 2026 affecting C2 ITSM and VMware Avi Load Balancer - Montreal, Canada and 1 more component, lasting 3h 50m. The incident has been resolved; the full update timeline is below.

Started
Oct 15, 2026, 10:40 AM UTC
Resolved
Oct 15, 2026, 02:30 PM UTC
Duration
3h 50m
Detected by Pingoru
Oct 15, 2026, 10:40 AM UTC

Affected components

C2 ITSMVMware Avi Load Balancer - Montreal, CanadaPerformance Cloud VMware – Montreal, CanadaPerformance Cloud VMware - Quebec, CanadaVeeam Cloud Backup and Recovery - Montreal, CanadaCanadaSherweb Hosted ServicesC2 ITSMCanadaVMware Avi Load Balancer - Montreal, Canada

Update timeline

  1. investigating Oct 15, 2026, 10:40 AM UTC

    We are currently investigating an issue impacting Performance Cloud (Canada), C2 ITSM and In-House Archiving. Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

  2. investigating Oct 15, 2026, 10:43 AM UTC

    This is an update regarding the ongoing disruption to Performance Cloud (Canada), C2 ITSM and In-House Archiving. Impact Level: Partial Outage Some customers may experience intermittent issues accessing or using certain functions within Performance Cloud or C2 ITSM. Current Progress: Our team is still investigating and working on identifying the cause of the issue. In-House Archiving is now working as expected. Workaround: While we work to fully resolve this issue, if your VM becomes stuck or unresponsive, rebooting the affected VM may restore functionality. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:00 EDT.

  3. monitoring Oct 15, 2026, 11:14 AM UTC

    This is an update regarding the ongoing disruption to Performance Cloud (Canada), C2 ITSM and In-House Archiving. Impact Level: Recovering You should now be able to access the affected services normally. If you continue to experience issues, restarting the affected service may help restore functionality. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 15:00 EDT.

  4. resolved Oct 15, 2026, 02:30 PM UTC

    This issue affected Performance Cloud (Canada), C2 ITSM and In-House Archiving has been resolved and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored the services at 11:15 EDT, and we have verified that system stability has returned. Next Update: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by the 22nd of October. If you are still experiencing service-related issues, please contact our support team for further assistance.