May 2024

The incident is now resolved and full service access has been restored.

Today, between 20:54 and 21:07, we encountered an issue with a routing device at the Nice datacenter. The problematic device has been removed from production, and the routing of the affected services has been switched to another device.

Our teams will contact our vendor for a detailed analysis of the situation and to resolve the issue before bringing the equipment back into production.

We apologize for any inconvenience caused by this disruption. PulseHeberg support remains available for any questions through your client area.

We have identified an issue with a routing device at the Nice datacenter. We are implementing a fix to resolve the problem.

In the last few minutes, we have noticed an increase in packet losses at our Nice location.

Our team is working to identify the cause of these disruptions.

Next update in 15 minutes.

Post-mortem analysis of the incident on May 7, 2024, which impacted an SSD datastore from 4:35 PM to 5:15 PM approximately :

This incident followed routine operational maintenance intended to replace a faulty disk.

A technician from the Nice datacenter, under a remote hands service, mistakenly replaced a healthy disk instead of the faulty one, resulting in the datastore becoming unavailable during the incident period.

Our team intervened immediately after the first alerts at 4:35 PM to resolve the issue and safely restore the datastore, ensuring no data loss.

The issue, lasting 40 minutes, has been fully resolved with no data loss.

Although this incident was beyond our control, we will engage with the datacenter provider to better train technicians and prevent such errors in the future.

The problem was resolved at 5:15 p.m.\.

Customers whose VPS is still unavailable can perform a restart via their customer area to restore access.

Customers eligible for SLA compensation can submit their request to support.

A full report will be released within the hour.

We have deployed an initial fix that should resolve the issue.

A restart of the datastore is required to confirm that the problem has been resolved.

Next update in 15 minutes.

Since 4:35 PM today, we have detected an incident with an SSD storage unit at our Nice-Sophia Antipolis data center. This issue occurred due to a handling error by a technician during a maintenance operation intended for disk replacement.

Our teams are currently working to resolve the problem and restore service. We are unable to provide an estimated time for resolution at the moment.

Clients with a VPS using the affected datastore may notice that their VPS is unavailable and that operations from the management panel are inactive.

We will provide the next update on this status in 30 minutes.