OVHCloud Network Status

Current status
Legend
  • Operational
  • Degraded performance
  • Partial Outage
  • Major Outage
  • Under maintenance
Datacenter SBG
Incident Report for Network & Infrastructure
Postmortem

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.

Comment by OVH - Wednesday, 10 March 2021, 13:31PM
Fire at Our Strasbourg Site

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.

Status of Strasbourg Datacenter
SBG1 : Network Room is OK - 4 room destroyed - 8 Rooms OK
SBG2 : Destroyed
SBG3 : UPS Down - Check server still in progress
SBG4 : No physical impact

No restart today for SBG1,SBG3 and SBG4

Plan for the next 2 weeks:
1)Rebuilding 20KV for SBG3
2)Rebuilding 240V in SBG1/SBG4
3)Verifying DWDM/routers/switchs in the network room A (SBG1).
Checking the fibers Paris/Frankfurt
4)Rebuilding the network room B (SBG5) cheking fiber Paris/Frankfurt

We will keep you updated as the situation evolves.


Comment by OVH - Wednesday, 10 March 2021, 17:26PM

OVH's technical teams are preparing and shipping the equipment needed to set up a temporary network room. This equipment will be sent to the Strasbourg datacenter during the night.
The site's fiber have been checked and were not affected by the fire.
The restoration of the site's power supply of SBG1 and SBG4 is estimated for Monday, March 15. A recovery for SBG3 is estimated for Friday, March 19


Comment by OVH - Wednesday, 10 March 2021, 21:03PM

OVH technical teams are doing their best to get the Strasbourg site back up and running. A next update is scheduled for tomorrow, Thursday March 11 at 10:30 am.


Comment by OVH - Wednesday, 10 March 2021, 23:16PM

Summary:
• At 00:47 on Wednesday 10 March 2021, a fire broke out in a room at one of our four
OVHcloud datacentres in Strasbourg (SBG2).
• The fire was contained by the early hours of the morning.
• There are no injuries.
• The fire mostly destroyed the SBG2 datacentre and partially damaged the SBG1
datacentre (4 of the 12 rooms destroyed). The two other OVHcloud datacentres in
Strasbourg were not affected by the fire; the SBG3 and SBG4 servers are currently
switched off but undamaged.
• The site is not classified as a Seveso site.
• 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:
Twitter: https://twitter.com/ovhcloud
• A customer announcement, along with an FAQ, will be available tomorrow morning.
• To help us handle customer requests, we recommend using the ticket feature on our
website or consulting our help centre.

Our three priorities are as follows:
1. Reserve infrastructures at our other datacentres 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
datacentres, 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 datacentres.
3. Continue to assess the impact on our customers’ servers at the affected
datacentres, 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 three unaffected datacentres (SBG3 and SBG4),
the partially affected datacentre (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 datacentre destroyed by the fire.
• Our Web-based VOIP services in France were not affected.
• All of our services in our other France-based datacentres and across the world (including
15 datacentres in Europe) 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 apologise 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.


Comment by OVH - Thursday, 11 March 2021, 11:52AM

The first cleaning and securing works of the datacenter have started this morning.
Our teams are building a document summarizing the impacted services for each building. This document aims to give you visibility on the recovery status of your services and data in the coming days.
A FAQ will be available soon to determine the location of your products and answer your questions.


Comment by OVH - Thursday, 11 March 2021, 16:22PM

Current situation at 3:30pm CET

People :

• HR teams arrived on site today to support the teams.
• Additional industrial and technical teams arrived from other offices and datacenters to reinforce the on-site staff and provide specific expertise.
• Logistic and food services have been provided to all on-site teams.
• A temporary office has been established.
• We’ve reinforced the staff on the French production site (Croix) with internal volunteers to address the current production plan and additional workload caused by the Strasbourg incident.
• The production will be carried out in extended working hours and during the weekends.

Production and Datacenters :

• We’ve started to propose replacement infrastructure (Dedicated servers, Hosted Private Cloud, and Public Cloud) in Roubaix and Graveline datacenters 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:
o Diagnostic and inventory currently in progress.
o We are in the process of clearing up and repairing the damaged buildings to guaranty the safe working environment for our teams.
o We have finished removing the 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.
o Following a preliminary audit, Network room SBG1 will be restored at the beginning of next week.
o The provisional date for restoring the power supply is Monday, March 15th.
o In the coming days, the servers will be activated room by room after the audit.
• SBG4: preliminary audits did not reveal issues. Our ambition now is to restore power during week 12 and then gradually reactivate all services.
• SBG3 was not impacted by the fire. We aim to restore the power and network during week 12 and then gradually reactivate all services.

Our three priorities remain as follows:

1. Reserve infrastructures at our other datacentres 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 datacentres, 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 datacentres.
3. Continue to assess the impact on our customers’ servers at the affected datacentres, in order to find the best solutions and communicate to all customers

Additional actions taken by OVHcloud:

Network:
• All fiber paths that enter the datacenter site are operational.
• We have placed orders with different suppliers – due date for delivery on-site, March 11th.

Communication:
• Today we will send direct emails to all customer impacted.
• FAQ have been published: [https://help.ovhcloud.com/en/faq/strasbourg-incident/](https://help.ovhcloud.com/en/faq/strasbourg-incident)
• To follow updates in real time:
o Our main communication tool remains «Tâche Travaux »
o Octave Klaba will publish a video in response to the situation.
o Octave Klaba’s account on Twitter @olesovhcom.
• An official statement will be released tomorrow March 12th.
• Twitter: https://twitter.com/ovhcloud

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 apologise 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 bring solutions to the impacted customers.


Comment by OVH - Friday, 12 March 2021, 15:15PM

Customer Information:
• Octave Klaba, founder of OVHcloud, has uploaded videos providing information about the situation.
FR: https://twitter.com/olesovhcom/status/1370045226929299461
EN: https://twitter.com/olesovhcom/status/1370045891806175232
• Today, we will inform our 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 our customers with infrastructures in our non-affected datacentres
• Priority 3: Implementation of all DRP (Disaster Recovery Plan) mechanisms with our 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 the 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 fibre 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, 15 March.
o Servers will be audited and reactivated one by one.
• SBG3 was spared from the fire
o A network room will be set up by the end of this week, in order to be operational at the beginning of the week of 15 March.
o Tests for the high voltage power supply will be carried out this weekend. Provisional estimate for the reestablishment of power: Monday, March 15.
o A progressive restart of all services is estimated beginning Monday, 22 March.

• SBG4 was spared from the fire
o We will finalise our service reactivation plan by the end of this week.

All affected Email Pro services began being restored on Thursday, March 11, starting at 4:55 p.m. No email was lost.

Priority 2: providing our customers with infrastructures in our non-affected datacentres.

• For customers that have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our Roubaix (RBX) and Gravelines (GRA) datacentres.
• We have already delivered to our impacted customers:
o Wednesday 10 March: 2100 new servers.
o Thursday, 11 March: 630 new servers.
• The new organisation of our assembly lines has been operational since the morning of Friday, 12 March 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 Technical Account Managers will define a support plan for our customers which have not yet activated their DRP.

Communications
• FAQs are available at the following link: [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud_fr

Our mission remains to provide our customers with the highest quality of service and to support their online business and we know how important this is to them. We sincerely apologise 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.


Comment by OVH - Friday, 12 March 2021, 15:15PM

Following the fire in the Strasbourg datacenter, we have frozen all maintenance operations in our datacenters since Wednesday, March 10 until further notice. Once the situation is stabilized, we will communicate on the resumption of operations.

• An email will be sent today to each customer with their specific situation and the options available.

For any service needs, we invite you to use the resources of the Roubaix(RBX) and Graveline(GRA) datacenters.


Comment by OVH - Saturday, 13 March 2021, 18:10PM

Customer information:

1 - Server Status
• We have sent emails to all our customers informing them of the status of their services.

2 - Commercial actions
• Billing has been suspended for Strasbourg (SBG) datacentre customers from the date of the incident.
• Commercial measures have been set out to each affected customer.
• Details on how these measures will be implemented will be sent next week, and will apply in particular to March bills for impacted services that were already issued before 10 March.
• We have updated the FAQs.

Our three priorities are as follows:

• Priority 1: restoring services to SBG1,SBG3, and SBG4
• Priority 2: providing infrastructures in other datacentres for our affected customers
• Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

Action plan:

Priority #1:

• Status summary for each datacentre

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 datacentres

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, repower and restart the backbone access network from Monday 15 March (following the authorisation of the ESR (Électricité de Strasbourg Réseaux)).
To repower 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) datacentres.
• We are committed to providing around 15,000 new servers in the coming weeks.
• Update on quantities delivered since 10/03:

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 : 205
+Volume of TB : 1772

Priority #3:

• Backup mechanisms:
o An overview of all backup mechanisms will be published in the FAQ today.
o For Public Cloud and VPS customers, questions about “zone vs datacentre (SBG)” will be clarified in the FAQ today.
o An ad hoc mechanism is in place to help our customers set up their DRP system.

Communications
• FAQs are available at the following link: [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Sunday, 14 March 2021, 17:08PM

Customer information:

1 - Server status

• A page has been created listing the backups of services hosted in Strasbourg (SBG) managed by the customer or by OVHcloud along with their status, which will be available in the FAQ within the next few hours.
• For Public Cloud and VPS customers, a question about “zone vs datacentre (SBG)” has been clarified in the FAQ today.

2 - Commercial actions
• All affected customers will be notified about their suspended March bill in their Control Panel.
• Details on how these measures will be implemented will be sent next week, and will also apply to March bills for impacted services that were already issued before 10th March.

3 - Action plan:

Priority 1: restoring services to SBG1, SBG3 and SBG4

• Status summary for each datacentre

SBG-1

  • Situation : 4 of 12 rooms were damaged
  • Electrical restart : Temporarily repowered 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: Monday, 22 March for gradual restart

SBG-2

  • Situation : Building out of use
  • Server restart : Replacing infrastructures in other datacentres

SBG-3

  • Situation : Servers undamaged
  • Electrical restart : Temporarily repowered 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: 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: Monday, 22 March for gradual restart

• A team of 60 people is 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 datacentres 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) datacentres.

• 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 Technical 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/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud_fr

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 apologise 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.


Comment by OVH - Monday, 15 March 2021, 09:09AM

We provide you with a page summarizing the status of services and availability of backups.
This page is updated according to field information

[https://www.ovhcloud.com/en/lp/status-services-backup-strasbourg/](https://www.ovhcloud.com/en/lp/status-services-backup-strasbourg)


Comment by OVH - Monday, 15 March 2021, 17:24PM

Customer information:

1 - Server status

• The status page for services and backups in Strasbourg (SBG) is now available in the FAQ.

• For VPS service, a question about “zone vs datacentre (SBG)” has been added for clarification in the FAQ.

2 - Commercial actions
• For each customer concerned:
o A billing suspension notification for the month of March has been added in the Customer Control Panel.
o Commercial actions have been indicated, the details of which will be communicated this week.

3 - Action plan:

Priority 1: restoring services to SBG1, SBG3 and SBG4

• Status summary for each datacentre

SBG-1

  • Situation : 4 of 12 rooms were damaged
  • Electrical restart : Temporarily repowered 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 datacentres

SBG-3

  • Situation : Servers undamaged
  • Electrical restart : Temporarily repowered 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, 24/24), 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 finalised 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. The clean-up teams have arrived on site and are beginning deployed.

Priority 2: providing infrastructures in other datacentres 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) datacentres.

• 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 Technical 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/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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 of our communication channels, including our incident tracking platform, can be accessed so that you can stay informed of developments in real time.


Comment by OVH - Tuesday, 16 March 2021, 18:09PM

Customer information:

1. Service Status

• Progressive updates to the status page for services and backups in Strasbourg (SBG), from today onwards, accessible via the FAQ.

• Monitoring of the % of service restarts per datacentre to be displayed in the "Travaux" interface in the coming days. Restarts will be carried out room by room, aisle by aisle and rack by rack.

• Finalized procedures for restarting services will soon be communicated to customers.

2. Commercial actions
• For each customer concerned:
o A billing suspension notification for the month of March has been added in the Customer Control Panel.
o Commercial actions have been indicated, the details of which will be communicated this week.

3. Plan of action

Priority 1: restoring services to SBG1, SBG3 and SBG4

• Status summary for each datacentre

SBG-1

  • Situation : 4 of 12 rooms were damaged
    + Rooms 61AD/62AD: servers not affected
    + Rooms 61E/62E: 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 15th March
    + LAN redeployment and configuration today
  • 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 : Infrastructure replacement in other data centres 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 17th March
  • Server restart : Provisional ETA: Monday, 22 March 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, 22 March for gradual restart

• 101 people are mobilised 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:
 Fibre optic redeployment in progress
 Configuration underway

• Watercooling:
o The entire system is operational.

• Cleaning of site:
o Intensive mobilisation (24/24).

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres: Gravelines (GRA), Roubaix (RBX), Londres (LON), Warsaw (WAW), Francfort (FRA).

• 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 Technical 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/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Wednesday, 17 March 2021, 17:01PM

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
• In the Control Panel, each affected customer can view the status of their services located in Strasbourg (SBG) - as detailed in the FAQ. => [https://help.ovhcloud.com/en/faq/strasbourg-incident/how-can-get-overview-impact/](https://help.ovhcloud.com/en/faq/strasbourg-incident/how-can-get-overview-impact)
• The OVHcloud Community platform is now available to interact with community members and support you.
By following the security protocol defined for on-premises operations: restarting will be carried out room by room, aisle by aisle and rack by rack.
• 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.
• Progressive updates to the status page for services and backups in Strasbourg (SBG), from today onwards, accessible via the FAQ.
• Updating and tracking the percentage of services restarted per datacentre scheduled in the “Task Status” interface in the coming days.
• A new order form has been set up (for Bare Metal Cloud) to offer concerned customers services similar to those they had at the Strasbourg (SBG) site.

2. Commercial actions

• All concerned customers received, at the beginning of the week, 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.
• For each customer concerned:
o A billing suspension notification for the month of March has been added in the Customer Control Panel.
o Commercial actions have been indicated, the details of which will be communicated this week.

3. Plan of action

Priority 1: restoring services to SBG1, SBG3 and SBG4

• Status summary for each datacentre

SBG-1

  • Situation : 4 of 12 rooms were damaged
    + Rooms 61AD/62AD: servers not affected
    + Rooms 61E/62E: cleaning of servers underway
  • Electrical restart : Restored power to datacentre
  • Network restart :
    + Backbone: reconnected
    + Redeployment of the local network (Cabling finalised this Wednesday) and configuration today
  • Situation : Building out of use. Structural expertise carried out. Site secured
  • Situation : Servers undamaged
  • Electrical restart : Restored power to datacentre
  • Network restart :
    + New network power restored
    + Redeployment of the local network this Wednesday 17th March (Cabling finalised).
  • Situation : All floors and servers were spared
  • Electrical restart : Restored power to datacentre
  • Network restart : Redeployment of the local network carried out.
  • Server restart : Provisional ETA: Monday, 22 March for gradual restart of services.

• 116 people are mobilised at the premises today

• Network redeployment:
o The SBG1, SBG3 and SBG4 datacentres will be connected to the network tonight.

• Watercooling:
o The entire system is operational in the SBG1/SBG3/SBG4 datacentres.

• Cleaning of site:
o Intensive mobilisation (24/24).
o SBG1: finalisation of cleaning Wednesday, 17th March.

Priority 2: providing infrastructures in other datacentres 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 other datacentres in Gravelines (GRA), Roubaix (RBX), Londres (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 10th March:

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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical 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

• The OVHcloud Community platform is now available to interact with community members and support you.

• FAQs are available at the following link: [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](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:

o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Thursday, 18 March 2021, 12:18PM

All network is setup in SBG4. The racks are restarting
You can follow in live the restart by room and planned rack via: http://status.ovh.com/vms/sbg/index.html


Comment by OVH - Thursday, 18 March 2021, 17:20PM

Customer information:

1. Service Status

• In the OVHcloud Control Panel, each affected customer can view the status of their services located in Strasbourg (SBG) - as detailed in the FAQ. => [https://help.ovhcloud.com/en/faq/strasbourg-incident/how-can-get-overview-impact/](https://help.ovhcloud.com/en/faq/strasbourg-incident/how-can-get-overview-impact)
• The OVHcloud Community platform is now available to interact with community members and support you.=> [https://community.ovh.com/en/](https://community.ovh.com/en)
• 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.
• Procedures for restarting services will be communicated to affected customers as details become available in the coming days.
• Real-time monitoring of the restart of SBG by room and planned rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

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.

3. Plan of action

Priority 1: restoring services to SBG1, SBG3 and SBG4

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre operational.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : Building out of use. Structural expertise carried out. Site secured
  • Situation : Datacentre operational. Servers undamaged.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : Datacentre 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 mobilised 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 datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres in Gravelines (GRA), Roubaix (RBX), Londres (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 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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical 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

• The OVHcloud Community platform is now available to interact with community members and support you.

• An FAQ is available here.

• To follow updates about this situation in real time:
o Our main communication tool remains "Task Status"
o Status videos are available here:

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 apologise 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.


Comment by OVH - Friday, 19 March 2021, 16:45PM

Customer information:

Priority 1: restoring services to SBG1, SBG3 and SBG4

1. Service Status

• SBG4: the datacentre 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/](http://status.ovh.com/vms/sbg)

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre operational.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : Building out of use. Structural expertise carried out. Site secured
  • Situation : Datacentre operational
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : Datacentre 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 datacentre 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 datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres in Gravelines (GRA), Roubaix (RBX), Londres (LON), Warsaw (WAW), and Francfort (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 10th March:

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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical 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

• The OVHcloud Community platform is now available to interact with community members and support you.

• An FAQ is available here => [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](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:

o A new video will be posted today on Octave Klaba's Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud_fr

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 apologise 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.


Comment by OVH - Friday, 19 March 2021, 22:54PM

Today at 6:50 pm CET, our teams on site have identified smoke in an unconnected battery room at SBG1.

The fire department was immediately contacted. In regards to the situation, we decided to apply the precautionary principle: the power supply of SBG1 and SBG4 was immediately cut off. Operations on site were temporarily interrupted, all OVHcloud and all partner teams were asked to return home. Only the security, fire safety and maintenance staff remained on site.

Once on site, firefighters identified the source in the battery room, and the incident was contained within minutes. No injuries were reported among our teams or our partners. As a precautionary measure, two security people who were affected by the smoke were examined by medical professionals.

The situation is under control and we are adapting the operations schedule for the coming day.


Comment by OVH - Saturday, 20 March 2021, 11:41AM

SBG1 datacenter is currently closed and secured.
SBG2 datacenter is closed and secured.
SBG4 datacenter is closed and secured as a precautionary measure.

The recovery scenario will be defined during the weekend for SBG1 and SBG4 data centers, always focusing on security.

SBG3 is partially restored:
Teams continue to work on the SBG3 data center, as of today, respecting security measures.


Comment by OVH - Saturday, 20 March 2021, 20:59PM

Customer information:

Yesterday evening, on Friday 19 March at 18:50 CET, our on-site teams detected smoke in an unconnected battery room in SBG1 (see situation report dated 19 March 22:55). 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/](http://status.ovh.com/vms/sbg)

  • As a precautionary measure, we decided to take the following actions:
  • The SBG1 datacentre has been switched off and secured.
  • The SBG2 datacentre has been switched off and secured.
  • The SBG4 datacentre is operational, but has been switched off and also secured.
  • The restart scenario is being reviewed this weekend for the SBG1 and SBG4 datacentres.
  • SBG3 is partially restored:
    • The teams are continuing to work on the SBG3 datacentre from today, while following security measures.

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre switched off and secured.
  • Network restart : Switched off as a precaution
  • Situation : Building out of use. Structural expertise carried out. Site secured
  • Situation : Datacentre operational
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : Datacentre 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 datacentre 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 datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres in Gravelines (GRA), Roubaix (RBX), Londres (LON), Warsaw (WAW), and Francfort (FRA).
• 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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical 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

• The OVHcloud Community platform ([https://community.ovh.com/en/](https://community.ovh.com/en)) is now available to interact with community members and support you.

• An FAQ is available here => [https://help.ovhcloud.com/en/faq/strasbourg-incident/](https://help.ovhcloud.com/en/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:

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 apologise 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.


Comment by OVH - Sunday, 21 March 2021, 20:06PM

• In the SBG3 datacentre, the teams are continuing to work around the clock to gradually reactivate the services.

• Current status of services located in SBG3:

Public Cloud
+ Public Cloud Instance : Reboot - 22 March
Hosted Private Cloud
+ Hosted Private Cloud : Reboot - 22 March
Bare Metal Cloud
+ VPS : 68%
+ Bare Metal : 21%

• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

• At the beginning of the 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 FAQ ([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures)).

Priority 1: restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Inspection and expert assessments in progress.
  • Network restart : Switched off as a precaution
  • Situation : Datacentre switched off and secured.
  • Situation : Datacentre operational
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : After inspection and verification, this datacentre will be back in service on Wednesday 24 March.
  • Electrical restart : Power supply work in progress
  • Network restart : Switched off as a precaution
  • Server restart : ETA: Wednesday, 24 March.

• SBG Service Status Pages - OVHcloud Control Panel

A view per datacentre is available per service in the Control Panel.

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 5558
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 14327
  • Hosted Private Cloud
    +Host - servers - Quantity : 616
    +Datastore
    +Number of Zpool : 747
    +Volume of TB : 3706

Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The OVHcloud Community platform is now available to interact with community members and support you.

• An FAQ is available here =>[https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident) .

• To follow updates about this situation in real time:
o Our main communications feed: Task Status.
o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

Our mission remains to provide our customers with the highest quality of service to support their online business. We know how important this is to them. We sincerely apologise 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.


Comment by OVH - Monday, 22 March 2021, 17:51PM

Customer information:

• SBG3 is fully operational, below is the status of the services located in this datacentre:

Public Cloud :
+ Public Cloud Instance - Progressive restart of services beginning 22 March with a schedule spread throughout the entire week, including weekends.

Hosted Private Cloud : Progressive restart of services from 22 March, depending on the initial configuration of the services, schedule spread throughout the entire week, including weekends.

Bare Metal Cloud :
+ VPS : 79%
+ Bare Metal : 55%

• Public Cloud customers have been informed by email of the gradual restart of their services on Monday 22 March.

• Bare Metal customers (hosted in SBG4) have been informed by email that their services will be restarted from Wednesday 24 March.

• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

• At the beginning of the 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 FAQ ([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures)).

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Data centre not reactivated. After inspection by teams with expertise, technical teams can access the rooms.
  • Network restart : Switched off as a precaution
  • Situation : Datacentre switched off and secured.
  • Situation : Datacentre operational since 18 March
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : The datacentre will be operational on Wednesday 24 March.
  • Electrical restart : Power restoration planned for the evening of March 24.
  • Network restart : Network restart Wednesday 24 March:
  • Server restart : ETA: Wednesday, 24 March.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres in Gravelines (GRA), Roubaix (RBX), Londres (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 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 5558
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 14327
  • Hosted Private Cloud
    +Host - servers - Quantity : 616
    +Datastore
    +Number of Zpool : 747
    +Volume of TB : 3706

Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• Octave Klaba, founder of OVHcloud, has uploaded a new video to his Twitter account today => https://twitter.com/olesovhcom/status/1374069154085490690

• The OVHcloud Community platform ([https://community.ovh.com/en/](https://community.ovh.com/en)) is now available to interact with community members and support you.

• An FAQ is available here.

• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba’s Twitter account: https://twitter.com/olesovhcom
o OVHcloud Twitter: https://twitter.com/ovhcloud

Our mission remains to provide our customers with the highest quality of service and to support their online business and we know how important this is to them. We sincerely apologise 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.


Comment by OVH - Tuesday, 23 March 2021, 18:07PM

Customer information:

• SBG3 is fully operational, below is the status of the services located in this datacentre:

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/](http://status.ovh.com/vms/sbg)

• At the beginning of the 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 FAQ([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/commercial-measures)).

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre not reactivated. After inspection by teams with expertise, technical teams can access the rooms.
  • Network restart : Switched off as a precaution
  • Situation : Datacentre switched off and secured.
  • Situation : Datacentre operational since 18 March
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Situation : The datacentre will be operational on Wednesday 24 March.
  • Electrical restart : Power restored this evening 23 March.
  • Network restart : Network restart 24 March
  • Server restart : ETA: Wednesday, 25 March.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• A new video from Octave Klaba, founder of OVHcloud, is available on his Twitter account (https://twitter.com/olesovhcom/status/1374069154085490690).
• The OVHcloud Community platform ([https://community.ovh.com/en/](https://community.ovh.com/en)) is now available to interact with community members and support you.
• An FAQ is available here ([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud, Twitter account (https://twitter.com/olesovhcom/status/1374038409707188231).
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Wednesday, 24 March 2021, 19:35PM

Customer information:

• In the Documentation & tutorials page ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)), we’ve prepared useful guides to provide assistance to customers concerned.

• SBG4 is operational.

• SBG3 is fully operational, below is the status of the services located in this datacentre:

Public Cloud :
+ Public Cloud Instance - 86%*
+ Public Cloud Storage - Restart on 27 March
Hosted Private Cloud : Services are being gradually restarted, depending on their initial configuration, on a round the clock, 24/7, rotation schedule.
+ 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/](http://status.ovh.com/vms/sbg)

Priority 1: restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre not reactivated. After inspection by teams with expertise, technical teams can access the rooms.
  • Server restart : Relocation of SBG1 servers to our other datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. ETA: Wednesday 24 March.
    -----
    SBG-2
  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre 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 : Datacentre operational.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Server restart : ETA: today, Wednesday 24 March

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• A new video from Octave Klaba, founder of OVHcloud, is available on his Twitter account(https://twitter.com/olesovhcom/status/1374069154085490690).

• The OVHcloud Community platform is now available to interact with community members and support you => [https://community.ovh.com/en/](https://community.ovh.com/en)

• An FAQ is available here => [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)

• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter account => https://twitter.com/olesovhcom/status/1374069154085490690
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Thursday, 25 March 2021, 20:00PM

Customer information:

SBG1: Bare Metal recoverable servers are being cleaned to be put back into service in Strasbourg or other datacentres by early next week (following inspection and cleaning).
SBG3 is operational.
SBG4 is operational: 95% of Bare Metal servers are available to customers.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 86%*
+ Public Cloud Storage - Restart on 27 March
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 beginning this evening, 25 March.
Baremetal Cloud
+ VPS : 83%*
+ Bare Metal : 71%*

SBG4
Baremetal Cloud
+ Bare Metal : 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. Find out more about our cleaning process via this link (https://www.linkedin.com/posts/octave-klaba-3a0b3632_update-march24-630pm-the-cleaning-takes-activity-6780540963271000064-8Q7i).

This schedule is also subject to Covid-19 and safety protocols, defined for on-site interventions, to maintain the health and ensure the safety of our technical teams.

• In the documentation & tutorials section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of SBG restart by room and rack is available via: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service.
    The aim is to restore services from the beginning of the week of 29 March.
    -----
    SBG-2
  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre 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 : Datacentre operational.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Server restart : 95% of Bare Metal customer servers are accessible.

• SBG Service Status Pages - OVHcloud Control Panel

A view per datacentre is available per service in the Control Panel.

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 6812
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 15732
  • Hosted Private Cloud
    +Host - servers - Quantity : 723
    +Datastore
    +Number of Zpool : 706
    +Volume of TB : 4079

Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The OVHcloud Community platform is now available to interact with community members and support you.
•An FAQ is available here => [https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)
•To follow updates about this situation in real time:

Our main communications feed: Task Status
Octave Klaba, founder of OVHcloud Twitter account (https://twitter.com/olesovhcom/status/1374038409707188231)
OVHcloud Twitter: https://twitter.com/ovhcloud_fr

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 apologise 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.


Comment by OVH - Friday, 26 March 2021, 17:50PM

Customer information:

• SBG1: The recoverable Bare Metal Cloud servers are being cleaned for relocation to Strasbourg or other datacentres. 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 datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 89%*
+ Public Cloud Storage - There will be a gradual restart for all services from 27 March**.
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 25 March.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service.
    Restart of the servers after cleaning by mid week of 29 March.

SBG-2

  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre operational since 18 March
  • 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 : Datacentre operational.
  • Electrical restart : Accomplished
  • Network restart : Accomplished
  • Server restart : 100% of Bare Metal customer servers are accessible.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

For Public Cloud customers based in Strasbourg (SBG) who have not yet recovered their services located in racks that are being cleaned, a notification has been added to their Control Panel:

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

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 mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
• The OVHcloud Community platform is now available to interact with community members and support you.
• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Saturday, 27 March 2021, 19:49PM

Customer information:

• SBG1: The recoverable Bare Metal Cloud servers are being cleaned for relocation to Strasbourg or other datacentres. Re-commissioning will be gradually started by the beginning of next week (after inspection and cleaning).
• SBG3 is operational: 83% of Bare Metal Cloud services have been made available to customers again, with a target of 90% by the evening of 28 March.
• SBG4 is operational: 100% of Bare Metal servers are available to customers.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 89%*
+ Public Cloud Storage - Services will be gradually restarted from 27 March**
Services not yet returned to customers will be available again on Monday 29/03 and Tuesday 30/03.

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 25 March.
Baremetal Cloud
+ VPS : 83%* (90% by 28/03).
+ Bare Metal : 75%* (85% by 28/03).

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.

**As backups are hosted on Public Cloud Storage services, restarting the PCS services will result in many backups being made available.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service.
    After cleaning, the servers will be restarted by mid-week of 29 March.(1)

SBG-2

  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre operational since 18 March
  • Electrical restart / Network : Accomplished
  • Server restart : VPS, Public Cloud, Bare Metal Cloud, Hosted Private Cloud, Veeam Cloud Connect and Veeam Managed Backup services are in the process of being restored.(2)
    -----
    SBG-4
  • Situation : Datacentre 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 Wednesday 30/03.
• SBG1: rooms 61E and 62E:
o Teams are working in rotation to clean all servers located in these rooms throughout the weekend, and will be finished by Tuesday 30/03 in Croix.
o The cleaned and tested servers will then be returned to the different datacentres (RBX, GRA, SBG4) and set up in their new racks.
o The services are scheduled to be gradually restarted between Thursday 01/04 and Friday 02/04.

• SBG3: the cleaning work on all Bare Metal servers will probably be completed by Wednesday 31/03.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

For Public Cloud customers based in Strasbourg (SBG) who have not yet recovered their services located in racks that are being cleaned, a notification has been added to their Control Panel:

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 7217
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 16337
  • Hosted Private Cloud
    +Host - servers - Quantity : 870
    +Datastore
    +Number of Zpool : 796
    +Volume of TB : 4532

Due to the current demand, delivery times on our Bare Metal services may be longer than usual. Our teams are fully mobilised, 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 datacentres.

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications
• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
• The OVHcloud Community platform is now available to interact with community members and support you.
• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Sunday, 28 March 2021, 19:52PM

Customer information:

• SBG1: The recoverable Bare Metal Cloud servers are being cleaned for reinstallation in Strasbourg (SBG3 and SBG4). Re-commissioning will be gradually started by the beginning of next week (after inspection and cleaning).
• SBG3 is operational: 84% of Bare Metal Cloud (VPS) services have been made available to customers again, with a target of 90% by the evening of 28 March.
• SBG4 is operational: 100% of Bare Metal servers are available to customers.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 90%*
+ Public Cloud Storage - Services will be gradually restarted from 27 March**
Services not yet returned to customers will be available again on Monday 29/03 and Tuesday 30/03.

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 25 March.
Baremetal Cloud
+ VPS : 84%* (90% by 28/03).
+ Bare Metal : 80%* (85% by 28/03).

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.

**As backups are hosted on Public Cloud Storage services, restarting the PCS services will result in many backups being made available.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service.
    After cleaning, the servers will be restarted by mid-week of 29 March.(1)

SBG-2

  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre operational since 18 March
  • 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 : Datacentre 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 Wednesday 30/03.
• SBG1: rooms 61E and 62E:
o Teams are working in rotation to clean all servers located in these rooms throughout the weekend, and will be finished by Tuesday 30/03 in Croix.
o The cleaned and tested servers will then be returned to the different datacentres (RBX, GRA, SBG4) and set up in their new racks.
o The services are scheduled to be gradually restarted between Thursday 01/04 and Friday 02/04.

• SBG3: the cleaning work on all Bare Metal servers is expected to be completed by Wednesday 31/03.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

For Public Cloud customers who have services in Strasbourg in racks that are being cleaned, and who have not yet recovered their services, a notification has been added to their Control Panel:

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 mobilised, 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 datacentres.

Update on quantities delivered since 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 7484
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 16557
  • Hosted Private Cloud
    +Host - servers - Quantity : 887
    +Datastore
    +Number of Zpool : 813
    +Volume of TB : 4698

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
• The OVHcloud Community platform is now available to interact with community members and support you.
• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Monday, 29 March 2021, 21:49PM

Customer information:

• SBG1: The recoverable Bare Metal Cloud servers are being cleaned for reinstallation in Strasbourg (SBG3 and SBG4). They will be gradually restarted at the beginning of 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.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 90%*
+ Public Cloud Storage - Services will be returned to customers in read-only mode on the evening of Monday 29/03, with write access by Tuesday 30/03.**

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/Veeam Managed Backup : The services are available to customers.
Baremetal Cloud
+ VPS : 90%*
+ Bare Metal : 85%*

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.
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.

**As backups are hosted on Public Cloud Storage services, restarting the PCS services will result in many backups being made available.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service.
    After cleaning, the servers will be restarted by mid-week of 29 March.(1)

SBG-2

  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre operational since 18 March
  • 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 : Datacentre 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 Wednesday 30/03.
• 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 Tuesday 30/03.
o A total of 1,212 servers have been received in Croix:
 As of Monday 29/03 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.
The services are scheduled to be gradually restarted from Thursday 01/04, with the last servers to be restarted between the 07/04 and 08/04.

• SBG3:
• the cleaning work on all Bare Metal servers is expected to be completed by the evening of Wednesday 31/03.
• The cleaned and tested servers will then be returned to their rack and reconnected.
• 347 servers and 59 switches from 5th floor of SBG3 are returning to our Croix site (CRX) on Wednesday for cleaning.
• The racks will then be transferred to our Strasbourg (SBG) site.
• The services are scheduled to be gradually restarted between Thursday 01/04 and Friday 02/04.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

For Public Cloud customers who have services in Strasbourg in racks that are being cleaned, and who have not yet recovered their services, a notification has been added to their Control Panel:

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 mobilised, 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 datacentres.

Update on quantities delivered since 10th March:

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 Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
• The OVHcloud Community platform is now available to interact with community members and support you.
• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Tuesday, 30 March 2021, 17:39PM

Customer information:

• SBG1: The recoverable Bare Metal Cloud servers are being cleaned for reinstallation in Strasbourg (SBG3 and SBG4).
• SBG3 is operational: To date, 95% of VPS and Bare Metal Cloud services have been made available to customers.
The vRack (http://travaux.ovh.net/?do=details&id=49726&;) service has also been restored for a large number of SBG3 clients.
• SBG4 is operational: 100% of Bare Metal servers are available to customers.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 91%*
+ Public Cloud Storage - Services available and delivered to customers in read and write mode.

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/Veeam Managed Backup : The services are available to customers.
Baremetal Cloud
+ VPS : 95%*
+ Bare Metal : 95%*

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.
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.

**As backups are hosted on Public Cloud Storage services, restarting the PCS services will result in many backups being made available.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Priority 1: Restoring services to our customers

• Status summary for each datacentre

SBG-1

  • Situation : Datacentre 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 datacentres: Gravelines (GRA), Roubaix (RBX), Croix (CRX) and Strasbourg (SBG4) to return to service. Relaunch servers after cleaning from Thursday 01 April. (1).
    -----
    SBG-2
  • Situation : Datacentre switched off and secured.
  • Server restart : Replacement of infrastructure in other datacentres: Gravelines (GRA), Roubaix (RBX), London (LON), Warsaw (WAW), Frankfurt (FRA)
    -----
    SBG-3
  • Situation : Datacentre operational since 18 March
  • Electrical restart / Network : Accomplished
  • Server restart : VPS, Public Cloud, Bare Metal Cloud, Hosted Private Cloud, Veeam Cloud Connect, Veeam Managed Backup and vRack services are in the process of being restored. (2).
    -----
    SBG-4
  • Situation : Datacentre 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 Wednesday 31 March.
• SBG1: rooms 61E and 62E:
o The cleaning of all the servers located in these rooms continues in two eight-hour shifts with teams in rotation at our production site in Croix.
o A total of 1,212 servers have been received in Croix:
 800 servers have been cleaned to date, 310 verified and 90 reconditioned to send to our Strasbourg (SBG) website.
 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.
The services are scheduled to be gradually restarted from Thursday 01/04, with the last servers to be restarted between the 07/04 and 08/04.

• SBG3:
• the cleaning work on all Bare Metal servers is expected to be completed by the evening of Wednesday 31/03.
• The cleaned and tested servers will then be returned to their rack and reconnected.
• 347 servers and 59 switches from 5th floor of SBG3 are returning to our Croix site (CRX) on Wednesday for cleaning.
• The racks will then be transferred to our Strasbourg (SBG) site.

• SBG Service Status Pages - OVHcloud Control Panel
A view per datacentre is available per service in the Control Panel.

For Public Cloud customers who have services in Strasbourg in racks that are being cleaned, and who have not yet recovered their services, a notification has been added to their Control Panel:

Priority 2: Provisioning of infrastructure for our customers in other datacentres

• For customers who have been impacted, we are offering replacement infrastructures (Bare Metal, Hosted Private Cloud and Public Cloud) in our other datacentres 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 mobilised, 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 datacentres.

Update on quantities delivered since 10th March:

Cloud Universe :

  • Baremetal
    +Bare Metal - servers - Quantity : 7817
    +NAS-HA - TB - Quantity : 259
  • Public Cloud
    +VPS - VM - Quantity : 17075
  • Hosted Private Cloud
    +Host - servers - Quantity : 1059
    +Datastore
    +Number of Zpool : 871
    +Volume of TB : 4763

Priority 3: Implementing all DRP (Disaster Recovery Plan) mechanisms with our customers

• Our Support teams and Technical Account Managers are in contact with our customers and have a support plan in place.

Communications

• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
• The OVHcloud Community platform is now available to interact with community members and support you.
• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud

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 apologise 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.


Comment by OVH - Wednesday, 31 March 2021, 19:46PM

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 datacentres 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.
The vRack (http://travaux.ovh.net/?do=details&id=49726&;;) service has also been restored.
• SBG4 is operational: 100% of Bare Metal Cloud servers are available to customers.

Below is the status of the services located in these datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 95%*
+ Public Cloud Storage - 99% of services available to and returned to customers in read and write mode.

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/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. 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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.
• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.

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 apologise 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.


Comment by OVH - Thursday, 01 April 2021, 19:13PM

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 are already in service today. Operations will continue for one week. The SBG1 site is being dismantled.
• SBG2: equivalent services in other datacentres 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.
The vRack (http://travaux.ovh.net/?do=details&id=49726&;;;) service has also been restored.
• There was a malfunction on SBG3's energy equipment today around 6am, 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 datacentres:

SBG3
Public Cloud :
+ Public Cloud Instance - 95%*
+ Public Cloud Storage - 99% of services available to and returned to customers in read and write mode.

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/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. 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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.
• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.

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 apologise 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.


Comment by OVH - Friday, 02 April 2021, 16:55PM

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 (rooms not destroyed):
35% of Bare Metal Cloud servers are available to customers. Our ambition is to get 95% of our services back online by the end of this week.
SBG1 (destroyed rooms) and SBG2 (destroyed): substitute servers in other datacentres are offered to all our customers in order to restore the services.
The status of service availability for customers, as of:
VPS 34% of VMs are again offered to customers.
The ambition is to reach 60% in the middle of the week and 95% at the end of this week.
Public Cloud Instance 80% of VMs are offered to customers.
Bare Metal Cloud 24% of services were restored on servers located in other sites.
The recovery schedule correlates with our server production capacity, which we have tripled to reduce time.
SBG3 is operational: SBG3 is operational: To date, 99% 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: 99% of Bare Metal Cloud servers are available to customers.

Below is the status of the services located in these datacentres:

SBG1 (Not destroyed)
Bare Metal : 35%* with target 95% weekend of 05/04.

SBG1 and SBG2 (Destroyed)
VPS : 34%* of VMs offered to customers, with a target of 95% on the weekend of 05/04.
Bare Metal : 24%* of services restored.
Public Cloud Instance : 80%* of VMs offered to customers.

SBG3
Public Cloud :
+ Public Cloud Instance - 99%*
+ Public Cloud Storage - 95% of services available to and returned to customers in read and write mode.

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/Veeam Managed Backup : The services are available to customers.
Baremetal Cloud
+ VPS : 99%*
+ Bare Metal + vRack : 99%*

SBG4
Baremetal Cloud
+ Bare Metal : 99%*

*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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.
• The latest video from Octave Klaba, founder of OVHcloud, is available on his Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.

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 apologise 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.


Comment by OVH - Monday, 12 April 2021, 22:12PM

Customer information:

Following the action plans in progress and the regular visibility we want to give our customers, please find the current situation below:

Bare Metal :
+ 92% of servers have been delivered to customers
+ The servers have been offered in Strasbourg and our other datacentres

Public Cloud Instance :
+ 86% of the customer services have been replaced
+ The services offered are in our Gravelines (GRA) or Strasbourg (SBG) datacentres

Public Cloud Storage :
+ 99% of the customer services have been replaced
+ Services have been restored in our Roubaix (RBX) and Strasbourg (SBG) datacentres

Hosted Private Cloud :
+ 79% of services have been restored
+ Services have been restored in our Strasbourg datacentres (SBG) and other datacentres

VPS :
+ 84% of the customer services have been replaced
+ Services have been restored in our Strasbourg (SBG) datacentre and our other datacentres

*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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Your vouchers are currently being prepared. They will be visible in your Control Panel at the end of the month. In the meantime, please note that we have stopped billing for your services affected in SBG, as well as the services you ordered after 10 March as a replacement.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.

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 apologise 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.


Comment by OVH - Wednesday, 14 April 2021, 22:30PM

Customer information:

Following the action plans in progress and the regular visibility we want to give our customers, please find the current situation below:

Bare Metal :
+ 95% of servers have been delivered to customers
+ The servers have been offered in Strasbourg and our other datacentres

Public Cloud Instance :
+ 86% of the customer services have been replaced
+ The services offered are in our Gravelines (GRA) or Strasbourg (SBG) datacentres

Public Cloud Storage :
+ 99% of the customer services have been replaced
+ Services have been restored in our Roubaix (RBX) and Strasbourg (SBG) datacentres

Hosted Private Cloud :
+ 85% of services have been restored
+ Services have been restored in our Strasbourg datacentres (SBG) and other datacentres

VPS :
+ 86% of the customer services have been replaced
+ Services have been restored in our Strasbourg (SBG) datacentre and our other datacentres

The process of moving cleaned servers from SBG1 to SBG3 has started and the first servers are operational since this afternoon.
Our priority is to continue to restore services for all affected 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 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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Your vouchers are currently being prepared. They will be visible in your Control Panel at the end of the month. In the meantime, please note that we have stopped billing for your services affected in SBG, as well as the services you ordered after 10 March as a replacement.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.

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 apologise 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.


Comment by OVH - Friday, 16 April 2021, 17:32PM

Customer information:

Following the action plans in progress and the regular visibility we want to give our customers, please find the current situation below:

Bare Metal :
+ 98% of servers have been re-delivered to customers
+ The servers have been offered in Strasbourg and our other datacentres

Public Cloud Instance :
+ 95% of services have been offered to customers
+ The services offered are in our Gravelines (GRA) or Strasbourg (SBG) datacentres

Public Cloud Storage :
+ 99% of the customer services have been replaced
+ Services have been restored in our Roubaix (RBX) and Strasbourg (SBG) datacentres

Hosted Private Cloud :
+ 85% of services have been restored
+ Services have been restored in our Strasbourg datacentres (SBG) and other datacentres

VPS :
+ 95% of the customer services have been replaced
+ Services have been restored in our Strasbourg (SBG) datacentre and our other datacentres

The process of moving cleaned servers from SBG1 to SBG3 has started and the first servers are operational since this afternoon.
Our priority is to continue to restore services for all affected 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 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.
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.

• In the documentation & tutorials ([https://docs.ovh.com/gb/en/](https://docs.ovh.com/gb/en)) section, all tutorials useful for assisting all affected customers have been highlighted.
• Your vouchers are currently being prepared. They will be visible in your Control Panel at the end of the month. In the meantime, please note that we have stopped billing for your services affected in SBG, as well as the services you ordered after 10 March as a replacement.
• Real-time monitoring of the restart of SBG by room and rack is available at: [http://status.ovh.com/vms/sbg/](http://status.ovh.com/vms/sbg)

Communications

• An FAQ is available here([https://help.ovhcloud.com/en-gb/faq/strasbourg-incident/](https://help.ovhcloud.com/en-gb/faq/strasbourg-incident)).
• To follow updates about this situation in real time:
o Our main communications feed: Task Status
o Octave Klaba, founder of OVHcloud Twitter (https://twitter.com/olesovhcom/status/1374038409707188231) account.
o OVHcloud Twitter: https://twitter.com/ovhcloud
• The OVHcloud Community ([https://community.ovh.com/en/](https://community.ovh.com/en)) platform is now available to interact with community members and support you.

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 apologise 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.

Posted Nov 22, 2021 - 13:30 UTC

Resolved
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.
Posted Mar 10, 2021 - 02:56 UTC
This incident affected: Datacenters || SBG (SBG1, SBG3, SBG4).