[Solved] 10/03 Incident – Information and FAQ

(Pour la version française cliquez ici)

• What happened?

On Wednesday 10 March 2021, a fire broke out in part of the datacenter of one of our service providers, OVH, located in Strasbourg, France. This major fire destroyed part of the datacenter and damaged the electrical network that powered it, which resulted in the shutdown of all the servers located in this datacenter, including 6 of our servers currently in production. Fortunately, none of our servers were damaged in the fire and all data should presumably be intact.

• Which servers were affected?

Six of our servers were located in this datacenter in Strasbourg at the time of the incident, including 4 servers that are used for our web hosting and email services and 2 servers that are used for our former VPS servers (OpenVZ). You will find below the names and IP addresses of the servers concerned:

Web Hosting and Email: 1. White (51.83.96.194), 2. Green (51.83.37.23), 3. Pink (51.91.118.206), 4. Indigo (51.91.118.208)

VPS server (OpenVZ): 5. Taco (51.91.221.173), 6. Mayo (51.91.221.174)

• How do I know if I am affected by this incident?

For Web Hosting: In order to check if your website was hosting on one of the servers located in this datacenter, you can use the tool below to find out the IP of the server where your website was hosted: https://www.mon-ip.co/ip-site-web/. If the IP address matches to one of the servers mentioned above, it means your hosting was located on one of the affected servers.

For Email service (MailPro): All the Email accounts that were subscribed to before 10 March were hosted in this datacenter and are therefore out of service following this incident.

For VPS servers (OpenVZ): Only subscribers to our old VPS offers, subscribed before November 2020, are affected by this incident. You are affected by the incident if your VPS server appears offline and a startup attempt returns the following error: The operation could not be completed.

• When will my services be available again?

As previously mentioned, while our servers were not affected by the fire, the power supply unit of the datacenter was damaged during the incident, making all servers located in the datacenter out of service. According to the estimates made by our service provider, it seems that the power supply of the datacenter could be reinstated by the end of this week, and that all of our servers could be safely restarted from Monday 22 March.

• Can I put my site back online now?

I have a backup of my website: If you have a backup of your hosting or your installations (WordPress, Joomla etc.) made via cPanel or Softaculous, our team will be able to recreate a hosting account free of charge on another server not affected by the incident.

I don’t have a backup of my site: Unfortunately Obambu does not have backups of hosting accounts so you will have to wait until the incident is resolved before you can regain access to your sites. If you don’t need your data and simply want to have access to a new hosting account, our team can provide you with one free of charge.

• How can I continue to receive my emails?

My domain is registered with Obambu: In order to continue receiving your emails, you can set up an email forwarding from your customer area. This service is included with all domains registered with Obambu and works independently of your web hosting . It allows you to redirect all emails sent to your email addresses (for example: monadresse@mondomaine.com) to an email address of your choice. We invite you to consult this article which will show you how to set up an email forwarding from your customer area.

My domain is not registered with Obambu: We invite you to check with your current registrar to see if they have an email forwarding service.

• Can I regain access to my VPS server?

Unfortunately, as we do not have access to the data on your VPS server, it will not be possible to bring it back online for the time being. However, our team offers to provide you with a new VPS server for free for one month. In order to benefit from this new server, we invite you to place an order via our website (https://obambu.com/en/vps-server/) and to select the payment method “Virement/Bank Transfer” during checkout. Your VPS server will then be pending to be activated and you will just need to contact our team via ticket so that we can activate it. This VPS server will be free for one month, after which you can decide to keep it or cancel it. In the meantime you should have gained back access to your original VPS server .

• My service is about to expire, what should I do?

If one of your services affected by this failure expires before the end of the incident resolution, its expiration date will be automatically extended by an additional month. Thus, it is not necessary to renew your services until they are back in service.

• Will I be entitled to compensation as a result of this technical problem?

All customers affected by this outage will be entitled to 1 month free on their current subscription, in accordance with our terms of use. To receive this free month, simply contact our team via ticket from your customer area.

We understand the significant impact that this rare and exceptional incident may have on your activities. Rest assured that our entire team, as well as that of our service provider, is mobilised to reduce as much as possible the delay of inaccessibility of your services and to allow you to regain full access to your services and their data as soon as possible.