On June 13 connectivity to our primary data center was lost. As a consequence, customer websites were not reachable from the internet. All backend services, infrastructure and network were still functional.
The connectivity problem was not isolated to Litium but affected many other hosting providers in the same data center.
Our subcontractor began working immediately to find the cause of the problem. The problem was identified to electrical problems for the core router cluster in connection with a maintenance job performed by the data center provider. Technicians started to work on the identified issue to fix the problem and they were able to get the core router functional again. As the problem was solved all connectivity and website accessibility was restored.
08:09 – Connectivity to our primary data center was lost
08:10 – Escalation to subcontractor and troubleshooting was started
08:40 – Verification from our subcontractor that Litium backend services and infrastructure was not affected. The problem was isolated to internet communication.
09:49 – Connectivity was restored, all Litium services and customer websites are now working again
09:50 – Verification process by Litium was initiated
13:02 – The incident was closed
Litium have an ongoing dialog with our subcontractor on how this type of incident will be avoided in the future. We take this very seriously and work hard to ensure that our customers have the best possible service at all times.
Actions are already taken by our subcontractor to ensure that maintenance jobs like this will not affect services. They are also working with the data center provider to implement better policies and routines to ensure this kind of situation is avoided.
We are sorry for the inconvenience this incident has caused!