System Status Page

Active Incident

Updated a few seconds ago

Major Incident Impacting Strasbourg DataCenterService Disruption

Incident Status

Service Disruption

Components

Servers: Dedicated Servers

Locations

Servers

April 6, 2021 10:53PM UTC

[Monitoring] April 6, 2021 Strasbourg data center: Monitor the situation Please note: only OVHcloud US customers with Bare Metal servers in Strasbourg, France have been impacted by this incident. At this moment, all impacted US customers have been contacted individually and offered solutions to address their situation with Bare Metal server(s) hosted in Strasbourg. If you have not responded to our email yet, please reply ASAP or contact our customer support team via your OVHcloud Control Panel. For more details, please see the communications channels below: - An FAQ is available here - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 - Our main communication tool remains this incident tracking platform. - To follow updates about this situation in real time: - Octave Klaba’s Twitter account: https://twitter.com/olesovhcom - OVHcloud Twitter: https://twitter.com/ovhcloud_US All communication channels, including our incident tracking platform, are regularly updated to keep you informed in real time. If you are an OVHcloud customer with OVHcloud World, please see details here - https://www.ovh.com/world/news/press/cpl1787.strasbourg-datacentre-latest-information If you are an OVHcloud customer with OVHcloud IE, please see details here - https://www.ovh.ie/news/press/cpl1786.strasbourg-datacentre-latest-information Our mission remains to provide our customers with the highest quality of service to support their online business. We sincerely apologize for any inconveniences related to this situation.

April 3, 2021 2:03AM UTC

[Monitoring] Roubaix, France | April 2, 2021 - 15:30 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: Following the action plans in progress and the regular visibility we want to give our customers, please find the current situation below: • SBG1: Recoverable servers are being inspected, cleaned and possibly repaired in Croix. Some have been returned to the Strasbourg site and are being reconnected. The first are already in service today. Operations will continue for one week. The SBG1 site is being dismantled. • SBG1/2: equivalent services in other data centers are offered to all our customers, and we are supporting them with alternative solutions. • SBG3 is operational. • SBG4 is operational. Below is the status of the services located in these data centers: SBG1 Bare Metal Cloud + Bare Metal: 25%* Aim to have 100% of services available by April 4. SBG1 & SBG2 Bare Metal Cloud + VPS: 34%* of VMs are available to customers. Aim to have 95% of services available by April 4. + Bare Metal: 24%* of services have been restored. Public Cloud + Public Cloud Instance: 80% of VMs are available to customers. SBG3 Public Cloud: + Public Cloud Instance: 95%* + Public Cloud Storage: 99% of services returned to customers in read and write mode. Hosted Private Cloud + Hosted Private Cloud: Services are being gradually restarted round the clock depending on their initial configuration. + Veeam Cloud Connect/Veeam Managed Backup: The services are available to customers. Baremetal Cloud + VPS - 99%* + Bare Metal + vRack - 99%* SBG4 Baremetal Cloud + Bare Metal - 100%* *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. Today, the cleaning time for a rack is 7 hours, and the length of time is improving every day. This schedule is also dependent on the safety protocol defined for on-site interventions, as the safety of our technical teams must be guaranteed. In addition, the current health restrictions have also affected logistics at our Strasbourg (SBG) site. We have had to source travel, accommodation and catering for all our employees who have come in to assist on site, while respecting government protocols, which of course made the operations more complex. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Communications: • FAQs are available on the OVHcloud US Support Page - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service and to support their online business. We sincerely apologize for any inconveniences related to this situation. An investigation to determine the cause of the incident is underway. Regardless of the cause of the incident, OVHcloud is currently evaluating technical and operational measures to bring solutions to all impacted customers. Our incident tracking platform is available to keep you informed of developments in real time.

April 1, 2021 8:41PM UTC

[Monitoring] Roubaix, France | April 1, 2021 - 15:30 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: SBG1: The servers in SBG1 are being inspected, cleaned and possibly repaired in Croix. Some have been returned to the Strasbourg site and are being reconnected. The first servers are already in service today. Operations will continue for one week. The SBG1 site is being dismantled. SBG2: Equivalent services in other data centers are offered to all our customers. We are also supporting them with alternative solutions. SBG3 is operational: To date, 95% of VPS services and 99% of Bare Metal Cloud, Public Cloud Instance and Public Cloud Storage services have been made available to customers. • There was a malfunction on SBG3's energy equipment today, 04/01/2021 around 06:00AM CET, with no consequence on the service. Our teams put in place the necessary checks and are continuing operations on-site. SBG4 is operational: 100% of Bare Metal Cloud servers are available to customers. Below is the status of the services located in these data centers: SBG3 Public Cloud: + Public Cloud Instance - 95%* + Public Cloud Storage - 99% of services available to customers in read and write mode. Hosted Private Cloud: Services are being gradually restarted on around the clock, depending on their initial configuration. Veeam Cloud Connect/Veeam Managed Backup: The services are available to customers. Baremetal Cloud + VPS: 95%* + Bare Metal: 99%* SBG4 Baremetal Cloud + Bare Metal: 100%* *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. Today, the cleaning time for a rack is 7 hours, and the length of time is improving every day. This schedule is also dependent on the safety protocol defined for on-site interventions, as the safety of our technical teams must be guaranteed. In addition, the current health restrictions have also affected logistics at our Strasbourg (SBG) site. We have had to source travel, accommodation and catering for all our employees who have come in to assist on site, while respecting government protocols, which of course made the operations more complex. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Communications: • FAQs are available on the OVHcloud US Support Page - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service and to support their online business. We sincerely apologize for any inconveniences related to this situation. An investigation to determine the cause of the incident is underway. Regardless of the cause of the incident, OVHcloud is currently evaluating technical and operational measures to bring solutions to all impacted customers. Our incident tracking platform is available to keep you informed of developments in real time.

April 1, 2021 11:57AM UTC

[Monitoring] Roubaix, France | March 31, 2021 - 18:31 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: Following the action plans in progress and the regular visibility we want to give our customers, please find the current situation below: • SBG1: The servers in SBG1 are being inspected, cleaned and possibly repaired in Croix. Some have been returned to the Strasbourg site and are being reconnected. The first racks will be in service between tonight and tomorrow morning. Operations will continue for one week. The SBG1 site is being dismantled. • SBG2: equivalent services in other data centers are offered to all our customers, and we are supporting them with alternative solutions. • SBG3 is operational: To date, 95% of VPS services and 99% of Bare Metal Cloud, Public Cloud Instance and Public Cloud Storage services have been made available to customers. • SBG4 is operational: 100% of Bare Metal Cloud servers are available to customers. Below is the status of the services located in these data centers: SBG3 Baremetal Cloud + VPS : 95%* + Bare Metal : 99%* SBG4 Baremetal Cloud + Bare Metal : 100%* **The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required and this will determine when certain racks are put back into to service. Find out more about our cleaning process via this link (https://www.linkedin.com/posts/octave-klaba-3a0b3632_update-march26-7am-sbg4-all-servers-in-activity-6781098337518043136-GSYg). Today, the cleaning time for a rack is 7 hours and the length of time is improving every day. This schedule is also dependent on the safety protocol defined for on-site interventions, as the safety of our technical teams must be guaranteed. In addition, the current health restrictions have also impacted logistics at our Strasbourg (SBG) site. We have had to source travel, accommodation and catering for all our employees who have come in to assist on site while respecting government protocols, which of course made the operations more complex. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service and to support their online business. We sincerely apologize for any inconveniences related to this situation. An investigation to determine the cause of the incident is underway. Regardless of the cause of the incident, OVHcloud is currently evaluating technical and operational measures to bring solutions to all impacted customers. Our incident tracking platform is available to keep you informed of developments in real time.

March 29, 2021 8:46PM UTC

[Monitoring] Roubaix, France | March 29, 2021 - 19:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: • SBG1: The recoverable Bare Metal Cloud servers are being cleaned for re-installation in Strasbourg (SBG3 and SBG4). They will be gradually restarted beginning this week. • SBG3 is operational: 90% of VPS services and 85% of Bare Metal Cloud services have been made available to customers again. • SBG4 is operational: 100% of Bare Metal servers are available to customers. *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. Find out more about our cleaning process via this link (https://www.linkedin.com/posts/octave-klaba-3a0b3632_update-march26-7am-sbg4-all-servers-in-activity-6781098337518043136-GSYg ). Today the cleaning time for a rack is 7 hours, and our teams are improving every day. This schedule is also subject to COVID-19 and security protocols defined for on-site interventions, with the goal of maintaining the health and ensuring the safety of our technical teams. In addition, the current health restrictions have also impacted logistics at our Strasbourg (SBG) site. We have had to source travel, accommodation and catering for all our employees who have come in to assist on site, while respecting government protocols, which of course made the operations more complex. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Priority 1: Restoring services to our customers - • Status summary for each data center SBG-1 - Situation: Data center not reactivated. After inspection by teams with expertise, technical teams can access the rooms. - Server restart: Moving recoverable servers after inspection and cleaning, to our other data centers: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. After cleaning, the servers will be restarted the week of March 29.(1) ----- SBG-2 - Situation: Data center switched off and secured. - Server restart: Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation: Data center operational since March 18 - Electrical restart / Network : Accomplished - Server restart: VPS, Public Cloud, Bare Metal Cloud, Hosted Private Cloud, Veeam Cloud Connect and Veeam Managed Backup services have started to be restored. (2). ----- SBG-4 - Situation: Data center operational. - Electrical restart: Accomplished - Network restart: Accomplished - Server restart: 100% of Bare Metal customer servers are accessible. (1) / (2) Additional information on the progress of operations: • SBG1: rooms A to D: o Servers to be transferred to racks in SBG4 with a scheduled return to service from March 30. • SBG1: rooms 61E and 62E: o Teams are continuing to work in rotation in two eight-hour shifts to clean all servers located in these rooms at our production site in Croix, and will finish by March 30. o A total of 1,212 servers have been received in Croix: - As of March 29 at 15:00, 805 had been cleaned. - 216 have been retouched (power supply and casing changed): 87 have been tested and are operational, 107 are still being tested (the rest are out of order or waiting to be repaired). - The cleaned and tested servers will then be gradually returned, already in their rack. - Server transfers at our Strasbourg (SBG3) site: 48 hours between on-site transfer and reboot. o The services are scheduled to be gradually restarted beginning April 01, with the last servers to be restarted between April 07 or 08. • SBG3: o The cleaning work on all Bare Metal servers is expected to be completed by the evening of March 31. o The cleaned and tested servers will then be returned to their rack and reconnected. o 347 servers and 59 switches from 5th floor of SBG3 are returning to our Croix site (CRX) on Wednesday for cleaning. o The racks will then be transferred to our Strasbourg (SBG) site. o The services are scheduled to be gradually restarted between April 01 and April 02. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. • Due to the current demand, delivery times on our Bare Metal Cloud services may take longer than usual. Our teams are fully mobilized and we are working hard to deliver to our customers as quickly as possible, especially all impacted customers. • Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Update on quantities delivered since March 10th - Cloud Universe: - Baremetal - +Bare Metal - servers - Quantity: 7597 +NAS-HA - TB - Quantity: 259 - Public Cloud - +VPS - VM - Quantity: 16719 - Hosted Private Cloud - +Host - servers - Quantity: 964 +Datastore - +Number of Zpool: 823 +Volume of TB: 4718 Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers and have a support plan in place. Communications: • FAQs are available on the OVHcloud US Support Page - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service and to support their online business. We sincerely apologize for any inconveniences related to this situation. An investigation to determine the cause of the incident is underway. Regardless of the cause of the incident, OVHcloud is currently evaluating technical and operational measures to bring solutions to all impacted customers. Our incident tracking platform is available to keep you informed of developments in real time.

March 26, 2021 7:34PM UTC

[Monitoring] Roubaix, France | March 26, 2021 - 17:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: • SBG1: The recoverable Bare Metal Cloud servers are being cleaned for relocation to Strasbourg or other data centers. Re-commissioning will be gradually started by the beginning of next week (after inspection and cleaning). • SBG3 is operational. • SBG4 is operational: 100% of Bare Metal servers are available to customers. Below is the status of the services located in these data centers: SBG3 Public Cloud: + Public Cloud Instance - 89%* + Public Cloud Storage - There will be a gradual restart for all services from March 27**. Hosted Private Cloud: Services are being gradually restarted, depending on their initial configuration, on a round the clock, 24/7, rotation schedule. Veeam Cloud Connect: Services will be gradually restarted from March 25. Baremetal Cloud + VPS : 83%* + Bare Metal: 75%* SBG4 Baremetal Cloud + Bare Metal: 100%* *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. Find out more about our cleaning process via this link (https://www.linkedin.com/posts/octave-klaba-3a0b3632_update-march26-7am-sbg4-all-servers-in-activity-6781098337518043136-GSYg). Today, the cleaning time for a rack is 7 hours, and our teams are improving this every day. This schedule is also subject to Covid-19 and security protocols, defined for on-site interventions, with the goal of maintaining the health and ensuring the safety of our technical teams. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Priority 1: Restoring services to our customers - Status summary for each data center: SBG-1 - Situation : Data center not reactivated. After inspection by teams with expertise, technical teams can access the rooms. - Server restart : Moving recoverable servers after inspection and cleaning, to our other data centers: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. Restart of the servers after cleaning by mid week of March 29. ----- SBG-2 - Situation : Data center switched off and secured. - Server restart : Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Data center operational since March 18 - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : VPS, Public Cloud, Bare Metal Cloud, Hosted Private Cloud, Veeam Cloud Connect and Veeam Managed Backup services have started to be restored. ----- SBG-4 - Situation : Data center operational. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : 100% of Bare Metal customer servers are accessible. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since March 10th: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity: 6987 +NAS-HA - TB - Quantity: 259 - Public Cloud - +VPS - VM - Quantity: 16087 - Hosted Private Cloud - +Host - servers - Quantity: 840 +Datastore: +Number of Zpool: 764 +Volume of TB: 4158 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all impacted customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers and have a support plan in place. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 25, 2021 6:47PM UTC

[Monitoring] Roubaix, France | March 25, 2021 - 16:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: • SBG1: Bare Metal recoverable servers are being cleaned to be put back into service in Strasbourg or other data centers by early next week (following inspection and cleaning). More communications to these impacted clients are expected in the following days. • SBG3 is fully operational. Server restarts are gradually progressing. Direct communications to these impacted clients have been sent yesterday. • SBG4 is operational. SBG3 service status: Public Cloud: + Public Cloud Instance - 86%* + Public Cloud Storage - Restart on March 27 Hosted Private Cloud: Services are being gradually restarted, depending on their initial configuration, on a round the clock, 24/7, rotation schedule. Bare Metal Cloud + VPS : 83%* + Bare Metal: 71%* SBG4 service status: Bare Metal Cloud: 95%* *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. This schedule is also dependent on the safety protocol defined for on-site interventions, as the safety of our technical teams must be guaranteed. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Priority 1: restoring services to our customers - • Status summary for each data center SBG-1 - Situation: Data center not reactivated. After inspection by teams with expertise, technical teams can access the rooms. - Server restart: Relocation of SBG1 servers to our other data centers: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. ETA: Wednesday March 24. ----- SBG-2 - Situation: Data center switched off and secured. - Server restart: Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation: Data center operational since March 18 - Electrical restart: Accomplished - Network restart: Accomplished - Server restart: VPS, Bare Metal, and Public Cloud services are currently being restored. Hosted Private Cloud services will be restored gradually. ----- SBG-4 - Situation: Data center operational. - Electrical restart: Accomplished - Network restart: Accomplished - Server restart: ETA: today, Wednesday March 24 Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since March 10th: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 6334 +NAS-HA - TB - Quantity : 259 - Public Cloud - +VPS - VM - Quantity : 15425 - Hosted Private Cloud - +Host - servers - Quantity : 676 +Datastore: +Number of Zpool : 677 +Volume of TB : 3811 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all impacted customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers and have a support plan in place. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 24, 2021 9:05PM UTC

[Monitoring] Roubaix, France | March 24, 2021 - 16:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: • SBG3 is fully operational, below is the status of the services located in this data center: Public Cloud : + Public Cloud Instance - 86%* + Public Cloud Storage - Restart on March 27 Hosted Private Cloud : Services are being gradually restarted depending on their initial configuration, on a round the clock, 24/7, rotation schedule. Bare Metal Cloud: + VPS : 83%* + Bare Metal : 71%* *The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. However, server cleanup is required, and this will determine when certain racks are put back into to service. This schedule is also dependent on the safety protocol defined for on-site interventions, as the safety of our technical teams must be guaranteed. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ Priority 1: restoring services to our customers - Status summary for each data center: SBG-1 - Situation : Data center not reactivated. After inspection by teams with expertise, technical teams can access the rooms. - Server restart : Relocation of SBG1 servers to our other data centers: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. ETA: Wednesday 24 March. ----- SBG-2 - Situation : Data center switched off and secured. - Server restart : Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Data center operational since 18 March - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : VPS, Bare Metal, and Public Cloud services are currently being restored. Hosted Private Cloud services will be restored gradually. ----- SBG-4 - Situation : Data center operational. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : ETA: today, Wednesday 24 March Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since March 10th - Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 6334 +NAS-HA - TB - Quantity : 259 - Public Cloud - +VPS - VM - Quantity : 15425 - Hosted Private Cloud - +Host - servers - Quantity : 676 +Datastore: +Number of Zpool : 677 +Volume of TB : 3811 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all affected customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers and have a support plan in place. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 23, 2021 9:10PM UTC

[Monitoring] Roubaix, France | March 23, 2021 - 16:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information - • SBG3 is fully operational, below is the status of the services located in this data center: Public Cloud : + Public Cloud Instance - 86% Hosted Private Cloud : Services are being gradually restarted, depending on their initial configuration, on an around the clock, 24/7, rotation schedule. Bare Metal Cloud : + VPS : 79% + Bare Metal : 71% The restoration of services is carried out according to a restart schedule room by room, aisle by aisle and rack by rack. As the safety of our technical teams must be guaranteed, this schedule is conditioned by the safety protocol defined for on-site interventions. • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ • Last week, all customers concerned received a communication on the commercial measures that will be applied to their situation. You can find a dedicated section about this in the SBG FAQ - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 Priority 1: Restoring services to our customers - • Status summary for each data center: SBG-1 - Situation: Data center not reactivated. After inspection by teams with expertise, technical teams can access the rooms. - Network restart: Switched off as a precaution - Server restart: Relocation of SBG1 servers to our other data centers: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. ETA: Wednesday March 24. ----- SBG-2 - Situation: Data center switched off and secured. - Server restart: Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation: Data center operational since March 18. - Electrical restart: Accomplished - Network restart: Accomplished - Server restart: VPS, Bare Metal, and Public Cloud services are currently being restored. Hosted Private Cloud services will be restored gradually. ----- SBG-4 - Situation: The data center will be operational on Wednesday, March 24. - Electrical restart: Power restored this evening March 23. - Network restart: Network restart March 24. - Server restart: ETA: Wednesday, March 24. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since March 10th: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 6103 +NAS-HA - TB - Quantity : 259 - Public Cloud - +VPS - VM - Quantity : 14973 - Hosted Private Cloud - +Host - servers - Quantity : 640 +Datastore - +Number of Zpool : 662 +Volume of TB : 3764 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all affected customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers, and have set up a support plan for customers who have not yet activated their DRP. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 21, 2021 2:11PM UTC

[Monitoring] Customer information: NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. On Friday 19 March at 18:50 CET, our on-site teams detected smoke in an unconnected battery room in SBG1. The situation has been brought under control and we are adjusting the operations schedule for the weekend as shown below. Priority 1: restoring services to SBG1, SBG3 and SBG4 - 1. Service status as of 20 March 2021 - 20:00 • Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ • As a precautionary measure, we decided to take the following actions: - The SBG1 data center has been switched off and secured. - The SBG2 data center has been switched off and secured. - The SBG4 data center is operational, but has been switched off and also secured. • The restart scenario is being reviewed this weekend for the SBG1 and SBG4 data centers. SBG3 is partially restored: • The teams are continuing to work on the SBG3 data center from today, while following security measures. • Status summary for each data center: SBG-1 - Situation : Data center switched off and secured. - Network restart : Switched off as a precaution - Server restart : Replacement of infrastructure in other data centers: Gravelines (GRA), Roubaix (RBX) and Strasbourg (SBG4). ----- SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Infrastructure replacement in other data centers Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Data center operational - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : The teams are still working to restart the services. ----- SBG-4 - Situation : Data center operational but currently switched off and secured as a precautionary measure. - Electrical restart : Power supply work in progress - Network restart : Switched off as a precaution - Server restart : We are devising a restart scenario, with security as our primary concern. • SBG Service Status Pages - OVHcloud Control Panel A view per data center is available per service in the Control Panel. 2. Commercial actions • At the beginning of the week, all customers concerned received a communication on the commercial measures that will be applied to their situation. For customers who have not received the email, a procedure has been indicated in the FAQ. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data center in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). Where client business cases allow, we can also deliver replacement infrastructure in our US data centers. • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since 10th March: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 5250 +NAS-HA - TB - Quantity : 259 - Public Cloud - +VPS - VM - Quantity : 13985 - Hosted Private Cloud - +Host - servers - Quantity : 612 +Datastore: +Number of Zpool : 747 +Volume of TB : 3702 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all affected customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers, and have set up a support plan for customers who have not yet activated their DRP. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 19, 2021 7:35PM UTC

[Monitoring] Roubaix, France | March 19, 2021 - 15:00 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: Priority 1: restoring services to SBG1, SBG3 and SBG4 - • SBG4: the data center is fully operational. • SBG1: all racks of servers that have been cleaned are operational (60 racks). • SBG3: the first racks in SBG3 have been put in service today. Real-time monitoring of the restart of SBG by room and rack is available at: http://status.ovh.com/vms/sbg/ • Status summary for each data center SBG-1 - Situation : Data center operational. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : All of the servers in the cleaned racks are operational (60 racks). ----- SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Infrastructure replacement in other data centers Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Data center operational - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : First racks in service today, Friday March 19. ----- SBG-4 - Situation : Data center operational - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : 100% of the racks are operational (80 racks). • SBG Service Status Pages - OVHcloud Control Panel A view per data center is available per service in the Control Panel. 2 - Commercial actions • At the beginning of the week, all customers concerned received a communication on the commercial measures that have been applied to their situation. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. • 430 servers will be produced today. Update on quantities delivered since March 10th: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 4844 +NAS-HA - TB - Quantity : 259 - Public Cloud - +VPS - VM - Quantity : 13519 - Hosted Private Cloud - +Host - servers - Quantity : 538 +Datastore - +Number of Zpool : 583 +Volume of TB : 3429 Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all impacted customers. Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers, and have set up a support plan for customers who have not yet activated their DRP. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize any inconveniences related to this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 18, 2021 8:49PM UTC

[Monitoring] Roubaix, France | March 18, 2021 - 16:30 (CET) NOTE : Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: 1. Service Status - • All OVHcloud US clients impacted by this incident have been informed via email communication of their service status. • By following the security protocol defined for on-premises operations, the restart will be carried out room by room, aisle by aisle and rack by rack. • Real-time monitoring of the restart of SBG by room and planned rack is available at: status.ovh.com/vms/sbg. • Procedures for restarting services will be communicated to affected customers as details become available in the coming days. 2. Commercial actions - • As of this week, all impacted customers received communication regarding the commercial measures that will be applied to their situation. 3. Plan of action - Priority 1: restoring services to SBG1, SBG3 and SBG4 - • Status summary for each data center: SBG-1 - Situation : Data center operational. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : First racks tested with success. Handover to the customer today with visibility of the status in their OVHcloud Customer Control Panel. ----- SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Infrastructure replacement in other data centers Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Data center operational. Servers undamaged. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : Test today on one rack and if conclusive provisional estimate for Friday 19 March for a progressive restart of the services. ----- SBG-4 - Situation : Data center operational. All floors and servers undamaged. - Electrical restart : Accomplished - Network restart : Accomplished - Server restart : Provisional ETA: Monday, 22 March for gradual restart of services. • 136 people are mobilized on premises today o The team rotation schedule for the coming weekend has been established. • Cleaning of site: o Cleaning teams are active in SBG1 and SBG3 in all affected areas. o Some of the servers in SBG3 require specific cleaning prior to their return to service. We have started this process. Priority 2: Provisioning of infrastructure for our customers in other data centers - • For OVHcloud US customers who have been impacted, we have reached out directly to offer assistance with replacement infrastructure (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), and Frankfurt (FRA). Where client business cases allow, we can also deliver replacement infrastructure in our US data centers. • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. • Update on quantities delivered since 10th March: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 4519 +NAS-HA - TB - Quantity : 246 - Public Cloud - +VPS - VM - Quantity : 12353 - Hosted Private Cloud - +Host - servers - Quantity : 485 +Datastore - +Number of Zpool : 522 +Volume of TB : 3067 • 400 servers will be produced today. Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all affected customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers - • Our Support teams and Account Managers are in contact with our customers and have set up a support plan for customers who have not yet activated their DRP. Communications: • FAQs are available on the OVHcloud US Support Page. - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254 • To follow updates about this situation in real time: o Our main communication tool remains our Incident Status page - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business. and we know how important this is to them. We sincerely apologize any inconveniences related this situation An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 17, 2021 7:40PM UTC

[Monitoring] Roubaix, France | March 17, 2021 - 16:30 (CET) NOTE: Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer Information: 1. Service Status - • Octave Klaba, founder of OVHcloud, has released a new video on the situation in Strasbourg (SBG). => https://twitter.com/olesovhcom/status/1371934994751500288 • Procedures for restarting services will be communicated to affected customers as details become available in the coming days. • Real-time monitoring of SBG restart by room and planned rack via: status.ovh.com/vms. 2. Commercial actions - • As of this week, all impacted clients were communicated to regarding the commercial measures that will be applied to their situation 3. Plan of action - Priority 1: restoring services to SBG1, SBG3 and SBG4 Status summary for each data center: SBG-1 - Situation : 4 of 12 rooms were damaged + Rooms 61AD/62AD: servers not affected + Rooms 61E/62D: cleaning of servers underway - Electrical restart : Restored power to data center - Network restart : + Backbone: reconnected + Redeployment of the local network (Cabling finalized this Wednesday) and configuration today - Server restart : A rack was tested today and if conclusive a provisional estimate of Friday, March 19 for a gradual restart of services after cleaning and drying servers. ----- SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Infrastructure replacement in other data centers Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) ----- SBG-3 - Situation : Servers undamaged - Electrical restart : Restored power to data center - Network restart : + New network power restored + Redeployment of the local network this Wednesday March 17th (cabling finalized). - Server restart : Test tomorrow on a rack and if conclusive a provisional estimate of Friday, March 19 for a gradual restart of services. ----- SBG-4 - Situation : All floors and servers were spared - Electrical restart : Restored power to data center - Network restart : Redeployment of the local network carried out. - Server restart : Provisional ETA: Monday, March 22 for gradual restart of services. • 116 people are mobilized at the premises today • Network redeployment: o The SBG1, SBG3 and SBG4 data centers will be connected to the network tonight. • Water-cooling: o The entire system is operational in the SBG1/SBG3/SBG4 data centers. • Cleaning of site: o Intensive mobilization (24/24). o SBG1: finalization of cleaning Wednesday, March 17th. Priority 2: providing infrastructure in other data centers for our affected customers • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers in Gravelines (GRA), Roubaix (RBX), Londres (LON), Warsaw (WAW), and Frankfurt (FRA). We also have replacement services available in US data centers where use cases allow. • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since March 10th: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 4200 +NAS-HA - TB - Quantity : 276 - Public Cloud - +VPS - VM - Quantity : 11998 - Hosted Private Cloud - +Host - servers - Quantity : 434 +Datastore: +Number of Zpool : 466 +Volume of TB : 2950 • 400 servers will be produced today. Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilized, and we are working hard to deliver to our customers as quickly as possible, especially all affected customers. On the other hand, Public Cloud, Web Cloud and VPS services are being delivered as normal in all data centers. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers • Our Support teams and Account Managers are in contact with our customers and have set up a support plan for customers who have not yet activated their DRP. Communications - • FAQs are available at the following link: support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident • To follow updates about this situation in real time: o Our main communication tool for this incident remains here - status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: twitter.com/olesovhcom/status/1370045226929299461 - EN: twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: twitter.com/olesovhcom o OVHcloud Twitter: twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize for any inconveniences related to this situation. An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 16, 2021 7:39PM UTC

[Monitoring] Roubaix, France | March 16, 2021 - 16:00 (CET) NOTE: Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information - 1. Service Status • Finalized procedures for restarting services will soon be communicated to customers. 2. Commercial actions - • For each customer concerned: o Commercial actions have been indicated and the details of which will be communicated this week to impacted clients. 3. Plan of action - Priority 1: restoring services to SBG1, SBG3 and SBG4 • Status summary for each data center SBG-1 - Situation : 4 of 12 rooms were damaged + Rooms 61AD/62AD: servers not affected + Rooms 61E/62D: cleaning of servers underway - Electrical restart : + Power restored + Damaged UPS have been checked and are being replaced - Network restart : + Backbone: temporary connection to SBG on March 15th + LAN redeployment and configuration today - Server restart : Provisional ETA: Monday, March 22 for gradual restart SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Infrastructure replacement in other data centers Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA) SBG-3 - Situation : Servers undamaged - Electrical restart : + Power restored today + All inverters are operational - Network restart : + New network room powered up today + Redeployment of the local network on March 17th - Server restart : Provisional ETA: Monday, March 22 for gradual restart SBG-4 - Situation : All floors and servers were spared - Electrical restart : Power restored today - Network restart : Redeployment of the local network today - Server restart : Provisional ETA: Monday, March 22 for gradual restart • 101 people are mobilized and on premises • Network redeployment: o SBG connection to the backbone today (alternative routes to Paris and Frankfurt underway) o Reconnection of buildings and rooms: - Fiber optic redeployment in progress - Configuration underway • Water-cooling: o The entire system is operational. • Cleaning of site: o Intensive mobilization (24/24). Priority 2: Provisioning of infrastructure for our customers in other data centers • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal) in our other data centers: Gravelines (GRA), Roubaix (RBX), Londres (LON), Warsaw (WAW), Frankfort (FRA). We also have replacement services available in US data centers where use cases allow. • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. Update on quantities delivered since 10th March: Cloud Universe : - Baremetal - +Bare Metal - servers - Quantity : 3939 +NAS-HA - TB - Quantity : 222 - Public Cloud - +VPS - VM - Quantity : 10731 - Hosted Private Cloud - +Host - servers - Quantity : 372 +Datastore - +Number of Zpool : 393 +Volume of TB : 2704 • 350 servers will be produced today. Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers • Our Support teams and Account Managers are in contact with our customers and have set up a support plan for customers who have not yet activated their DRP. Communications - • FAQs are available at the following link: https://support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident • To follow updates about this situation in real time: o Our main communication tool for this incident remains here - https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business and we know how important this is to them. We sincerely apologize for any inconveniences related to this situation. An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 15, 2021 8:49PM UTC

[Monitoring] Roubaix, France | March 15, 2021 - 17:00 (CET) NOTE: Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer Information - 1 - Server status • Impacted customers have been contacted individually and provided server information details. • The status page for services and backups in Strasbourg (SBG) is now available in the FAQ. 2 - Commercial actions • We will notify all impacted customers by email regarding eligible compensation credits Monday, March 15, 2021. 3 - Action plan Priority 1: restoring services to SBG1, SBG3 and SBG4 • Status summary for each data center SBG-1 - Situation : 4 of 12 rooms were damaged - Electrical restart : Temporarily re-powered on 13th March and will be restored permanently on 16th March - Network restart : + Backbone: temporary connection to SBG on 15th March + Internal network to be redeployed on 16th March - Server restart : Provisional ETA: Monday, 22 March for gradual restart SBG-2 - Situation : Building out of use. Structural expertise carried out. Site secured - Server restart : Replacing infrastructures in other data centers SBG-3 - Situation : Servers undamaged - Electrical restart : Temporarily re-powered on 12th March and will be restored permanently on 16th March - Network restart : + New network room to be deployed and powered on 16th March + Internal network to be redeployed on 17th March - Server restart : Provisional ETA: Monday, 22 March for gradual restart SBG-4 - Situation : Servers undamaged - Electrical restart : Power will return permanently on 16th March - Network restart : Internal network to be redeployed on 16th March - Server restart : Provisional ETA: Monday, 22 March for gradual restart 111 people are dedicated on-site to connecting network and electricity units (in rotation, 24/7) for: • Power redeployment: o The electrical installations required to restart SBG1/SBG4 have been verified. o The high-voltage power supply for SBG3 is deployed and operational. o Inverter re-commissioning protocol underway today (verification of all UPS). • Network redeployment: o The SBG1 network room is being tested. o The new network room is being completed and will be supplied with electricity as soon as the inverters are verified. o The installation of the network equipment will be finalized this evening. o The connection of the backbone is scheduled for tomorrow. o The local network is being redeployed. • The cleaning of any soot in the SBG3 server rooms will begin on Tuesday, 16 March. Priority 2: providing infrastructures in other data centers for our affected customers • For customers who have been impacted, we are offering replacement infrastructures in other data centers. • We are committed to providing nearly 15,000 new servers to our customers in the coming weeks. • 500 servers will be produced today. • Update on quantities delivered since 10th March: Cloud Universe : + Baremetal - - Bare Metal - servers - Quantity : 3658 - NAS-HA - TB - Quantity : 220 + Public Cloud - - VPS - VM - Quantity : 8903 + Hosted Private Cloud - - Host - servers - Quantity : 328 + Datastore - Number of Zpool : 361 - Volume of TB : 2598 Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers o Our Support teams and Account Managers are in contact with our customers, and have set up a support plan for customers who have not yet activated their DRP. Communications • FAQs are available at the following link: https://support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident • To follow updates about this situation in real time: o Our main communication tool remains https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service to support their online activities, and we know how important this is to them. We sincerely apologize for the problems caused by this incident. An investigation into the cause is underway. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 14, 2021 6:20PM UTC

[Monitoring] Roubaix, France | March 14, 2021 - 15:00 (CET) NOTE: Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: 1 - Server status •Impacted customers have been contacted individually and provided server information details. 2 - Commercial actions • All affected customers will be notified about their updated March invoice in the coming days. 3 - Action plan: Priority 1: restoring services to SBG1, SBG3 and SBG4 • Status summary for each data center SBG-1 - Situation: 4 of 12 rooms were damaged - Electrical restart: Temporarily re-powered on 13th March and will be restored permanently on 17th March - Network restart: + Backbone: temporary connection to SBG on 15th March + Internal network to be redeployed on 17th March - Server restart: Provisional ETA is Monday, 22 March for gradual restart SBG-2 - Situation: Building out of use - Server restart: Replacing infrastructures in other data centers SBG-3 - Situation: Servers undamaged - Electrical restart: Temporarily re-powered on 12th March and will be restored permanently on 16th March - Network restart: + New network room to be deployed and powered on 16/03 + Internal network to be redeployed on 17th March - Server restart: Provisional ETA is Monday, 22 March for gradual restart SBG-4 - Situation: Servers undamaged - Electrical restart: Power will return permanently on 17th March - Network restart: Internal network to be redeployed on 17th March - Server restart: Provisional ETA is Monday, 22 March for gradual restart • A team of 60 people are working on site to connect mobile network and electricity units (working in rotation, 24 hours a day): o Cabling in progress. o Connection planned for tonight. • The drying out of the SBG3 buildings will be finished tonight. • The cleaning of any soot in the SBG3 server rooms will begin on Tuesday, 16 March. • The cooling system is operational: o Water cooling is protected from the cold weather (forecast locally on Thursday, 18 March and Friday, 19 March). o The pumps are operational. • Priority 2: providing infrastructures in other data centers for our affected customers • For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our Roubaix (RBX) and Gravelines (GRA) data centers. • We are committed to providing around 15,000 new servers in the coming weeks. • Update on quantities delivered since 10th March: Cloud Universe + Baremetal - - Bare Metal - servers - Quantity : 3424 - NAS-HA - TB - Quantity : 196 + Public Cloud - -VPS - VM - Quantity : 7770 + Hosted Private Cloud - - Host - servers - Quantity : 207 - Datastore - Number of Zpool : 205 - Volume of TB : 1772 • Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers o Our Support teams and Account Managers are in contact with our customers, and have set up a support plan for customers who have not yet activated their DRP. Communications - • FAQs are available at the following link: https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/ • To follow updates about this situation in real time: o Our main communication tool remains "Task Status " o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of services to support their online activities, and we know how important this is to them. We sincerely apologize for the problems caused by this fire. We will continue to communicate with the utmost transparency about the cause of the fire and its consequences. An investigation is ongoing. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 13, 2021 8:07PM UTC

[Monitoring] Roubaix, France | March 13, 2021 - 16:00 (CET) NOTE: Only customers with OVHcloud US who have Bare Metal servers in Strasbourg, France are being impacted by this incident. Customer information: 1 - Server Status We have sent emails to all impacted customers informing them of the status of their services. 2 - Commercial actions Billing has been suspended for Strasbourg (SBG) data center customers from the date of the incident. Commercial measures are in place for each affected customer. We will be in contact with each affected customer to discuss. Details on how these measures will be implemented will be sent next week and will apply to March bills for impacted services that were already issued before March 10. We have updated our FAQs - https://support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident Our three priorities are as follows: Priority 1: Restoring services to SBG1, SBG3, and SBG4 Priority 2: Providing infrastructures in other data centers for our affected customers Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers Action plan - Priority #1: SBG-1 - Situation : 4 of 12 rooms were damaged - Electrical restart : From Monday 15 March - Server restart : Progressive restoration of undamaged servers by 22 March SBG-2 - Situation : Building out of use - Electrical restart : Audit and inventory of premises - Server restart : Replacing infrastructures in other data centers SBG-3 - Situation : Servers undamaged - Electrical restart : Tests for the high voltage supply will be carried out this weekend. Provisional restart on 15 March - Server restart : A progressive restart of all services is estimated from Monday, 22 March. SBG-4 - Situation : Servers undamaged - Electrical restart : Scheduled for Monday, 15 March - Server restart : A progressive restart of all services is estimated from Monday, 22 March. • Mobile high-voltage network and electricity units arrived at the Strasbourg site today at 12pm. • 60 experts are currently working on site (in rotation over the weekend) in four teams, with the following missions: 1. Team 1 (network) is tasked with connecting the mobile network unit and testing the network room in SBG1 2. Team 2 (electricity) is working on high-voltage electricity connections 3. Team 3 (electricity) is working on low-voltage electricity connections 4. Team 4 is working on protecting and restoring the cooling systems The aim is to reconnect, re-power and restart the backbone access network from Monday 15 March (following the authorization of the ESR (Électricité de Strasbourg Réseaux)). To re-power the site: o Two generators have been rented since 11/03 to power the temporary office. o One additional generator was rented to recharge the batteries of our generators following their activation during the incident. • Several service providers are currently working on site (30 people) o The water on the floor of the SBG3 building has been cleaned up o The SBG3 building is currently being dried out, which should be completed by Sunday evening o The cleaning of any soot in the server rooms of SBG3 will begin on Monday. • Repair of the damaged cooling system: o A crane has arrived on site. Priority #2: For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our Roubaix (RBX) and Gravelines (GRA) data centers. We are committed to providing around 15,000 new servers in the coming weeks. Update on quantities delivered since March 10: Cloud Universe : -Baremetal - +Bare Metal - DS - Quantity : 3083 +NAS-HA - TB - Quantity : 195 -Public Cloud - +VPS - VM - Quantity : 5936 -Hosted Private Cloud - +Host - DS - Quantity : 207 +Datastore: +Number of Zpool : Quantity 205 +Volume of TB : Quantity 1772 Priority #3: Implementing all DRP for impacted customers. Communications - • FAQs are available at the following link: https://support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident • To follow updates about this situation in real time: o Our main communication tool remains https://status.us.ovhcloud.com/pages/incident/59dd23da8827c804746f1664/60483ceb5aef05052e955892 o Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission remains to provide our customers with the highest quality of service, to support their online business. And we know how important this is to them. We sincerely apologize for the problems caused by this fire. We will continue to communicate with the utmost transparency about the cause of the fire and its consequences. An investigation is ongoing. Whatever the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to all affected customers. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 12, 2021 7:49PM UTC

[Monitoring] Roubaix, France | March 12, 2021 - 14:00 (CET) Customer Information: • Octave Klaba, founder of OVHcloud, has uploaded videos providing information about the situation: EN: https://twitter.com/olesovhcom/status/1370045891806175232 FR: https://twitter.com/olesovhcom/status/1370045226929299461 • We will continue to coordinate with impacted customers by email about the status of their services. We also have a 24/7 support team in place to support them. As a reminder, our three priorities are as follows: • Priority 1: Restoring services to SBG1, SBG3, and SBG4 • Priority 2: Providing impacted customers with infrastructures in our non-affected data centers • Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with impacted customers. Priority 1: Restoring services to SBG1, SBG3 and SBG4 • Diagnostics and inventory are ongoing. • To guarantee the safety of our teams, cleaning and repairs to the damaged buildings are in progress. • The tasks of cleaning up the fire extinguishing foam and the removal of water on the public road have been carried out. The supply tank of the hydraulic system has been drained. • All long-distance fiber connections are operational. • SBG1 was partially damaged (4 out of 12 rooms): o The network room was checked yesterday. An isolated electrical test run, without connectivity, is planned for this weekend. We estimate an orderly restart of connectivity early next week. o Reactivation of the electrical network is tentatively planned for Monday, March 15. o Servers will be audited and reactivated individually. • SBG3 was spared from the fire o A network room will be set up by the end of this week with the plan to be operational beginning of the week of March 15. o Tests for the high voltage power supply will be carried out this weekend. Provisional estimate for the reestablishment of power is Monday, March 15. o A progressive restart of all services is estimated to begin Monday, March 22. • SBG4 was spared from the fire o We will finalize our service reactivation plan by the end of this week. All affected Email Pro services are being restored beginning on Thursday, March 11, starting at 4:55 p.m. No email was lost. Priority 2: Providing impacted customers with infrastructures in our non-affected data centers. • For customers that have been impacted, we are offering replacement infrastructures (Bare Metal) in our Roubaix (RBX) and Gravelines (GRA) data centers. • We have already delivered to our impacted customers: o Wednesday 10 March: 2,100 new servers. o Thursday, 11 March: 630 new servers. • The new organization of our assembly lines has been operational since the morning of Friday, March 12 and has tripled our production capacity (3,000 to 4,000 servers per week). • We are committed to producing nearly 15,000 new servers in the coming weeks. • Delivery times for the new services will be communicated as soon as possible. Priority 3: Implementation of all DRP (Disaster Recovery Plan) mechanisms with our customers. • By the end of the week, our support teams and Account Managers will define a support plan for our customers which have not yet activated their DRP. Communications • FAQs are available on the OVHcloud US Support page: https://support.us.ovhcloud.com/hc/en-us/articles/360062168254-Strasbourg-Incident • Our main communication tool remains using this incident tracking platform: https://status.us.ovhcloud.com • Status videos are available here: - FR: https://twitter.com/olesovhcom/status/1370045226929299461 - EN: https://twitter.com/olesovhcom/status/1370045891806175232 o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom o OVHcloud Twitter: https://twitter.com/ovhcloud_US Our mission is to provide our customers with the highest quality of service to support their online activities, and we know how important this is to them. We sincerely apologize for the issues caused by this fire. We will continue to communicate with the greatest transparency about the cause of the fire and its consequences. An investigation is ongoing. Regardless of the cause of the incident, OVHcloud is currently evaluating potential technical and operational measures to bring solutions to the impacted customers. ---------

March 11, 2021 6:26PM UTC

[Monitoring] Roubaix, France | March 11, 2021 – 15:30 (CET) Summary: People: HR teams arrived today to support the on-site teams. Additional industrial and technical teams arrived from other offices and data centers to reinforce the on-site staff and provide specific expertise. Logistic support and food services have been provided to all on-site teams. A temporary office has been established at SBG. We've reinforced the staff at the French production site (Croix) with internal volunteers to address the current production plan and additional workload caused by the Strasbourg incident. The increased production will be carried out with extended working hours and during the weekends. Production and Data Centers: We’ve started to propose replacement infrastructure (Dedicated Servers ) in Roubaix and Gravelines data centers to our customers. To address the demand, additional assembly lines will be in place in the next 48 hours. This will triple our production capacity. On the Strasbourg site: Diagnosis and inventory are currently in progress. We are in the process of cleaning up and repairing the damaged buildings to guarantee a safe working environment for our teams. We have finished removing the fire extinguishing foam and water from the street. We will remove the water from the water tank today. SBG2 will need to be almost entirely reconstructed. SBG1 was heavily damaged. Following a preliminary audit, the network room in SBG1 will be restored at the beginning of next week. The provisional date for restoring the power supply is Monday, March 15. In the coming days, servers will be activated room by room after the audit. SBG4: preliminary audits did not reveal any issues. Our ambition now is to restore power during the week of March 22 and then gradually reactivate all services. SBG3 was not impacted by the fire. We aim to restore the power and network during the week of March 22 and then gradually reactivate all services. Our three priorities remain as follows: Reserve infrastructures at our other data centers for our affected customers: We have a stock of new servers at the Roubaix and Gravelines sites, which are ready to be delivered to the majority of affected customers. We will further enhance availability in these data centers, with the production of nearly 10,000 new servers in the coming weeks. Affected customers will be notified about this process as soon as possible. Secure the site: Now that we have regained access, we will clean up the site and reconnect the electricity and the network for the three remaining data centers. Continue to assess the impact on our customers’ servers at the affected data centers, in order to find the best solutions and communicate to all customers. Additional action taken by OVHcloud: Network: All fiber paths that enter the data center site are operational. We have placed orders with different suppliers – due date for delivery on-site is March 11. Communication: We will continue to work directly with all customers who have been impacted. Our main communication tool remains the incident tracking platform: https://status.us.ovhcloud.com We have added a FAQ for this incident to our OVHcloud US Support page: https://us.ovhcloud.com/support Octave Klaba will publish a video in response to the situation. Octave Klaba’s account on Twitter https://twitter.com/olesovhcom An official statement will be released tomorrow, March 12. OVHcloud US Twitter: https://twitter.com/ovhcloud_US Our mission is to provide our customers with the highest quality of services to support their online activities, and we know how important this is to them. We sincerely apologize for the issues caused by this fire. We will continue to communicate with the greatest transparency about the cause of the fire and its consequences. An investigation is ongoing. Regardless of the cause of the incident, OVHcloud is currently evaluating the potential technical and operational measures aimed to provide solutions to the impacted customers.

March 11, 2021 12:17AM UTC

[Monitoring] Summary: • At 00:47 CET on Wednesday 10 March 2021, a fire broke out in a room at one of our four OVHcloud data centers in Strasbourg (SBG2). • The fire was contained by the early hours of the morning. • There are no injuries. • The fire mostly destroyed the SBG2 data center and partially damaged the SBG1 data center (4 of the 12 rooms destroyed). The two other OVHcloud data centers in Strasbourg were not affected by the fire; the SBG3 and SBG4 servers are currently switched off but undamaged. • The cause of the fire has yet to be established and an investigation has been launched as mandated by the authorities. Actions taken by OVHcloud: • The technical and commercial teams have been working since this morning to inform our customers and handle the unavailability of our Strasbourg site. • The company’s founder, Octave Klaba, has been on site since this morning with the industrial and technical teams. • To follow updates to this situation in real time: • Incident tracking platform: https://status.us.ovhcloud.com • Twitter: https://twitter.com/OVHcloud_US • A customer announcement, along with an FAQ, will be available tomorrow. • To help us handle customer requests we recommend following real-time updates posted on our US Status page or by opening a support request where you have been impacted by replying to this email directly. Our three priorities are as follows: 1. Reserve infrastructures at our other data centers for our affected customers: we have a stock of new servers at the Roubaix and Gravelines sites, ready to be delivered to the majority of affected customers. We will further enhance availability in these data centers, with the production of nearly 10,000 new servers in the coming weeks. Affected customers will be notified about this process as soon as possible. 2. Secure the site now that we have regained access, clean it up, and reconnect the electricity and the network for the three affected data centers. 3. Continue to assess the impact on our customers’ servers at the affected data centers, in order to find the best solutions. We are doing everything we can to ensure a continuity of service to our customers: • We are working on a plan to relaunch the two unaffected data centers (SBG3 and SBG4), the partially affected data center (SBG1), as well as our network, as quickly as possible. • We ask that our customers exercise caution around the emails they receive: in times of crisis, it is common for malicious activity (phishing, spam, etc.) to increase. It is more important than ever to stay alert. Impact on our operation: • We are continuing to assess the impact of this incident, particularly for the customers whose data was located in the data center destroyed by the fire. • All of our services in our other France-based data centers and across the world (including 15 data centers in Europe and two in the US) are fully operational. Our mission is to provide our customers with the highest quality of services to support their online activities and we know how important this is to them. We sincerely apologize for the issues caused by this fire. We will continue to communicate with the greatest transparency about the cause of the fire and its consequences. We are assessing the environmental impact by working with the relevant authorities on a procedure to confirm that no pollution was caused. At this stage, we can confirm that the local residents are not at any risk. We are continuously assessing the impact of this incident and will communicate as transparently as possible on the progress of our analyses and the solutions to be implemented. All of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.

March 10, 2021 1:11PM UTC

[Monitoring] At 00:47 on Wednesday, March 10, 2021, a fire broke out in a room in one of our 4 datacenters in Strasbourg, SBG2. Please note that the site is not classified as a Seveso site. Firefighters immediately intervened to protect our teams and prevent the spread of the fire. At 2:54 am they isolated the site and closed off its perimeter. By 4:09 am, the fire had destroyed SBG2 and continued to present risks to the nearby datacenters until the fire brigade brought the fire under control. From 5:30 am, the site has been unavailable to our teams for obvious security reasons, under the direction of the prefecture. The fire is now contained. We are relieved that no one was injured, neither among our teams nor among the firefighters and the services of the prefecture, whom we thank for their exemplary mobilization at our side. With our 15 datacenters in Europe, our technical and commercial teams are fully invested to support our customers, implement solutions and mitigate the impact of the unavailability of our Strasbourg site. Our mission is to provide our customers with the highest quality of services to support their online activities and we know how important this is to them. We sincerely apologize for the difficulties and challenges caused by this fire. We are committed to continue to communicate with the greatest transparency about the cause of the fire and its consequences. We are currently assessing the impact of this incident and will communicate as transparently as possible on the progress of our analyses and the implementation of solutions. All of our communication channels, starting with our incident tracking platform (status.), are accessible so that you can stay informed of developments in real-time.

March 10, 2021 3:28AM UTC

[Identified] We are currently facing a major incident in our DataCenter of Strasbourg with a fire declared in the building SBG2. Firefighters were immediately on the scene but could not control the fire in SBG2. The whole site has been isolated, which impacts all our services on SBG1, SBG2, SBG3 and SBG4. If your production is in Strasbourg, we recommend to activate your Disaster Recovery Plan. All our teams are fully mobilized along with the firefighters. We will keep you updated as more information becomes available.

Hosted Private Cloud: Disaster Recovery

Hosted Private Cloud

Operational

Hosted Private Cloud: Dedicated Cloud

Hosted Private Cloud

Operational

Public Cloud Services: Cloud Instances

OVH US Services Public Cloud Services

Operational

Public Cloud Services: Object Storage

OVH US Services Public Cloud Services

Operational

Public Cloud Services: Block Storage

OVH US Services Public Cloud Services

Operational

Public Cloud Services: Archive Storage

OVH US Services Public Cloud Services

Operational

Servers: Dedicated Servers

OVH US Services Servers

Operational

Customer Order Portal

OVH US Services Public Cloud Services Hosted Private Cloud

Operational

Virtual Private Servers

OVH US Services Network and Security Servers

Operational

Locations

On April 27th at 0900 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H108B09. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:41PM UTC

[Update] Rescheduled to May 18th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118A05Planned Maintenance

Schedule

May 19, 2021 7:00AM - 10:00AM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 19th at 0300 Eastern (0700 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A05. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Hillsboro on Rack H108A15Planned Maintenance

Schedule

May 19, 2021 1:00PM - 4:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On April 27th at 1300 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H108A15. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:42PM UTC

[Update] Rescheduled to May 19th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118A08Planned Maintenance

Schedule

May 20, 2021 7:00AM - 10:00AM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 20th at 0300 Eastern (0700 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A08. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Hillsboro on Rack H108A12Planned Maintenance

Schedule

May 20, 2021 1:00PM - 4:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On April 28th at 0900 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H108A12. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:42PM UTC

[Update] Rescheduled to May 20th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118B17Planned Maintenance

Schedule

May 24, 2021 10:00AM - 2:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 5th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B17. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118B13Planned Maintenance

Schedule

May 25, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 25th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B13. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Hillsboro on Rack H110A14Planned Maintenance

Schedule

May 25, 2021 1:00PM - 4:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On April 28th at 1300 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H110A14. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:44PM UTC

[Update] Rescheduled to May 25th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118B12Planned Maintenance

Schedule

May 26, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 26th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B12. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Hillsboro on Rack H110A12Planned Maintenance

Schedule

May 26, 2021 1:00PM - 4:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On April 29th at 1300 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H110A12. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:44PM UTC

[Update] Rescheduled to May 26th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118B11Planned Maintenance

Schedule

May 27, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On May 27th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B11. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Hillsboro on Rack H110A13Planned Maintenance

Schedule

May 27, 2021 1:00PM - 4:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On April 29th at 0900 Pacific we will begin the cable replacement maintenance affecting the Hillsboro rack H110A13. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

April 9, 2021 6:45PM UTC

[Update] Rescheduled to May 27th, 0600 Pacific.

Planned Rack Power Outage in Vint Hill on Rack V118A06Planned Maintenance

Schedule

June 1, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 1st at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A06. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118A07Planned Maintenance

Schedule

June 2, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 2nd at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A07. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118A10Planned Maintenance

Schedule

June 3, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

OVH US Services

Description

On June 3rd at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A10. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118B10Planned Maintenance

Schedule

June 7, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 7th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B10. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118A15Planned Maintenance

Schedule

June 8, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 8th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118A15. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118B08Planned Maintenance

Schedule

June 9, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 9th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B08. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118B01Planned Maintenance

Schedule

June 10, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 10th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B01. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

Planned Rack Power Outage in Vint Hill on Rack V118B03Planned Maintenance

Schedule

June 14, 2021 10:00AM - 1:00PM UTC

Components

Servers: Dedicated Servers

Locations

Servers

Description

On June 14th at 0600 Eastern (1000 UTC), we will begin the cable replacement maintenance affecting the Vint Hill server rack V118B03. This maintenance will require all power to the rack and associated hosts to be cut for the duration of the maintenance which carries a three hour replacement time. We will do our best to minimize the impact on your service availability.

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