May 17th 2012 2:05:31 AM MDT |
Updates
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2012-05-01 15:56:45 MDT Update: Some Modwest customer account inadvertently closed. For the Modwest customer accounts that were inadvertently closed yesterday afternoon, here's the current situation. Modwest Grid: Customer usernames have been recreated in our authentication system. Customer site files have been recreated and restored from our backup system. DNS records have been recreated. Mailboxes have been recreated. We are currently working on restoring databases associated with the affected hosting accounts and expect to have them restored in the next few hours. For the customers that have the Mailbox/IMAP Backups add-on associated with their account, we will begin pulling mail content from our backup system on Wednesday morning. Modwest VPS: Customer usernames have been recreated in our authentication system, which allows access to the OnSite control panel for billing purposes. We will work on recreating the DNS records soon. The missing DNS records should not be a customer-facing issue at this time since DNS services are primarily hosted on the DNS server. We expect to have these resolved by the end of the day on Wednesday. Modwest Managed Servers; Customer usernames have been recreated in our authentication system, which allows access to the OnSite control panel for billing purposes. We will work on recreating the DNS records soon. The missing DNS records should not be a customer-facing issue at this time since DNS services are primarily hosted on the DNS server. We expect to have these resolved by the end of the day on Wednesday. Update 20120501 18:07 Mountain: Modwest Grid The affected databases have been restored. For the customers that have the Mailbox/IMAP Backups add-on associated with their account, we will begin pulling mail content from our backup system on Wednesday morning. 2012-04-30 20:49:54 MDT Problem affecting some Modwest customer accounts This afternoon, during our end-of-month processing, a software problem with one of our internal scripts mistakenly closed a small percentage of Modwest customer accounts. The Modwest Operations Team is actively restoring service to those affected customers as quickly as possible. Most of the affected customers were on the Modwest Grid, but there were a few Modwest Managed Server customers and Unmanaged VPS customers also affected. The receipt of this email correspondence indicates that one of your accounts attached to your Customer Record at Modwest has been affected. If your Modwest Grid account is affected: * We will be restoring your site from the nightly LVM Snapshot backup from April 29 2012 and will restore your MySQL databases. * We will be recreating mailboxes for the account on our Modwest Grid. For customers that are paying for nightly mailbox backups, we will restore the contents of the recreated mailboxes as quickly as possible. * There may be some lingering issues for the affected Customer accounts that we have not recognized at this time, but we do our best to identify those as quickly as possible. If your Modwest Managed Server account is affected: * The data on your Managed Server is intact. * The Modwest Operations Team will need to recreate some entries in our internal database as well as recreate some modwest.com subdomain DNS records -- for example, servername.modwest.com. The DNS services hosted on the Managed Server itself are not affected. If you Modwest Unmanaged VPS account is affected: * The data on your Unmanaged VPS is intact. * The The Modwest Operations Team will need to recreate some entries in our internal database as well as recreate some modwest.com subdomain DNS records -- for example, servername.modwest.com. The DNS services hosted on the Unmanaged VPS itself are not affected. Thanks for your patience and let our Support Team know if you have any questions. Update: 20120501 14:32 We are still in the process of restoring service to the affected customer accounts. * Sites should now be resolving, though database-driven sites will continue to not function as expected until we have individual databases in place. * We've recreated DNS records for the affected accounts. * We've recreated user accounts in our authentication database. * We've identified the mailboxes that need to be recreated and will be completing that task shortly. * Next will be restoring databases for individual sites. The Modwest network is reachable, with no connectivity problems. Use this page to check on the current and historical status of Modwest services. "OK" status indicates that our systems are running fine. Website downtime can be caused by problems unrelated to Modwest, such as:
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