We are aware of an issue affecting some of our customers' websites. This is related to a major outage at one of our upstream provider's datacenters. Current best-case ETA expects the services to be restored later in the day on July 12, 2023.
Below are the updates from the datacenter:
Update at 7/10/2023 11:01pm EST
An isolated fire in an UPS in an electrical room was detected and put out by fire suppression. The local fire department arrived on the scene, and per NEC guidelines and likely local laws and general best practices for firefighters, cut the power to the building. This caused the down -> up -> down cycle noted earlier today.
Current state is that datacenter electricians are on site awaiting access to the building to perform repair work to the UPS, but are currently waiting permission from the fire department to enter the building.
Once the electrical work is complete, the power will be applied to HVAC to subcool the facility, which will take an estimated 3-4 hours, and at that point, power will be restored to data halls, which will bring our network and servers back online.
The datacenter manager gave a best-case ETA of tomorrow morning, July 11th, for power to be restored to data halls. Again, please engage your business continuity plans as this does remain an open-ended outage outside of our control.
We will post more updates as we have them.
Update at 7/11/2023 8:00 AM EST
Power remains off at our data center in Secaucus/EWR1 per the local fire Marshall.
After reviewing the site, the fire Marshall is requiring that we extensively clean the UPS devices and rooms before they will allow us to re-energize the site. We have a vendor at the site currently who will be performing that cleanup.
Update at 7/11/2023 9:29 AM EST
Power remains off at our data center in Secaucus/EWR1 per the local fire marshal.
Current status update from DC Ops:
Our remediation vendor and our team has worked through the night to clean the UPS' at the request of the fire marshal. They have made significant progress and we hope to have the cleaning completed by midday, at which time we will engage the fire marshal to review the site. Following their review, we hope to get a sign off from them so that we can start the reenergizing process. The reenergizing process can take 4-5 hours, as we need to turn up the critical infrastructure prior to any servers.
Update at 7/11/2023 12:36 PM EST
The EWR Secaucus data center remains powered down at this time per the fire marshal. We continue to clean and ready the site for final approval by the fire marshal in order to re-energize the facilities critical equipment. Site management, the fire marshal, and electrical contractors will be meeting at 2PM EDT in an attempt to receive approval from the fire marshal to re-energize the site. We do not foresee any issues that would result in not receiving such approval.
Re-energizing critical equipment will take 4-5 hours. After this process, we will be energizing customer circuits and powering on all customer equipment. We will provide updates as to when customers will be allowed in the facility once approved by the fire marshal.
Update at 7/11/2023 5:56 PM EST
The EWR Secaucus data center remains powered down at this time per the fire marshal.
We have just finished the meeting with the fire marshal, electrical inspectors, and our onsite management. We have made great progress cleaning and after reviewing it with the fire marshal, they have asked us to clean additional spaces and they have also asked us to replace some components of the fire system. They have set a time to come back and review these requests at 9am EDT Wednesday. We are working to comply completely with these new requests with these vendors and are bringing in additional cleaning personnel onsite to make the fire marshal's deadline.
In preparation for being able to allow clients onsite, the fire marshal has stated that we need to perform a full test of the fire/life safety systems which will be done after utility power has been restored and fire system components replaced. We have these vendors standing by for this work tomorrow.
Assuming that all goes as planned, the earliest that clients will be allowed back into the site to power up their servers would be late in the day Wednesday.
Update at 7/12/2023 10:00 AM EST
Our site inspection this morning went well and we have been granted authorization to restore utility power to the site and are currently working on re-energizing utility power to the facility. Our onsite team is working with the fire marshal and electrical inspectors, ensuring electrical system safety as we prepare to bring utility power back to the site.
Once that is completed, we will work towards bringing up our critical infrastructure systems. This will take approximately 5 hours.
While we are working on that, we will also be working on our fire/life safety systems as we need to replace some smoke detectors and have a full inspection of the fire system prior to allowing customers to enter the facility.
Update at 7/12/2023 1:25 PM EST
Our onsite team has energized the primary electrical equipment that powers the site, enabling us to bring our mechanical plant online. We are currently cooling the facility.
As we monitor for stability, we are focused on bringing up our electrical systems. In starting this process, we have identified an issue with powering up our fire panel as well as power systems that were powered by UPS3. While this will cause us a delay, we are working with our vendors for remediation.
We are currently at 25% for completion toward bringing the site back online and the revised ETA for bringing up the critical infrastructure systems is approximately 7 hours. We are still planning for an evening time frame when clients will be able to come back on site. We will send out additional information regarding access to the facility and remote hands assistance and we will notify you once client access to the facility is permitted.
Update at 7/12/2023 5:30 PM EST
Our onsite team is currently bringing our UPS Systems online. We have our UPS vendor onsite assisting us with this. We have brought UPS-4 online and are currently charging it's associated battery system. While bringing UPS-R online we have run into a minor issue that we are currently investigating.
We are currently at 35% for completion toward bringing the site back online and the revised ETA for bringing up the critical infrastructure systems is approximately 5 hours. We are still planning for an evening time frame when clients will be able to come back on site.
In process with our power system re-energizing, we have been working on our fire system as well. We are currently sourcing materials to bring our fire system fully online and do not have an ETA for completion. Because of this and fire marshal compliance we will only be allowed to have supervised escorted customer access when we finish bringing up the critical infrastructure systems. We are currently sourcing additional personnel to assist us with this escort policy.
Tuesday, July 11, 2023