Dear Clients,

At 00:26 UTC on Wednesday 12th December, 2018 we encountered a partial outage within our UK cloud hosting infrastructure. This affected some of our CloudVPS clients and our shared and reseller hosting services out of our London facility.

Our engineering team responded to the issue at 00:27 UTC, and ascertained that it was being caused by an issue with servers being able to access our underlying storage platform. The symptoms of this were very similar to an issue that we experienced on December 1st, 2018 and accordingly while our team continued to examine the problem it was also escalated through as an emergency issue to our storage vendor’s support team at 00:30 UTC.

The issue was identified, and related to the issue that occurred on December 1st. Work began to resolve this, and at 01:13 service was resumed. Our support team has been working to verify all services within individual servers are operational, and our engineering team continue to examine the underlying issue.

We sincerely apologise for any inconvenience that this issue caused. We would like to reassure you that the underlying cause of this issue was identified, and work has already started to effect a full resolution. A more detailed report will be available by Friday 14th December once all pertinent information has been assembled by our team, and will be made available on request to affected clients via our helpdesk (https://my.kualo.com).

If you are experiencing any difficulties with your service at present, please do not hesitate to contact our support team via our helpdesk.

Regards,

Kualo Support Team