Hillan Klein

Proud of the hard work of our incredible team, and thankful for each and every one of our customers for your support- we couldn’t do it without you.
Onward and upward!

Our teams continue to bring the remaining affected customers back online, and we will work relentlessly until every customer and every service is fully restored.

Once restoration is complete, we will conduct a thorough post-mortem of today’s outage—what led to it, where our existing safeguards and protocols failed, how we responded, and, most importantly, what we need to change to ensure an incident like this never happens again.

We will be transparent about what we learn and will share the results of that review, along with the actions we are taking, with our customers as soon as it is ready.

I, along with our whole team, are genuinely sorry for the outage today and for the impact it has had on so many of our customers.

We failed you today. We know that trust is earned through our actions, not our words, and we will work every day to regain the trust we lost.

For now, our entire focus remains on the customers who are still affected and will remain so, until all services are fully restored.

We continue to make significant progress in restoring services, with the vast majority of our affected infrastructure now back online:

• Namecheap Shared Hosting: 85% is back online, with more coming online as we speak.
• Namecheap VPS Hosting: 97% is back online.
• Spaceship VPS and Shared Hosting: back online.
• Spaceship Spacemail: back online.
• Namecheap Private Email: back online, emails received during the outage may be delayed.
• Dedicated Servers: 90% are back online.
• EasyWP: ~80% of services are back online.

Our teams continue to work around the clock to restore the remaining affected services as quickly as possible. We know that for those customers whose services are not yet back online, these percentages provide little comfort, and our focus remains on getting every last customer restored.

Thank you again for your extraordinary patience throughout today. We are very sorry for the disruption this incident has caused, and we will continue working until all affected services are fully restored.

We understand how frustrating and disruptive this continues to be for all of our affected customers. We continue to make meaningful progress in bringing our services back online:

• Namecheap.com is online, allowing customers to access their accounts and manage their domains and DNS. Please note that other products may not function correctly until those services are fully restored.

• Spaceship VPS Hosting is back online.

• Email is expected to be back online soon. We are working right now on bringing up the final components of our email infrastructure and will provide an ETA as soon as I have one.

• Namecheap Shared Hosting is actively being restored, with more than 50% of affected services already back online and more coming online as we speak.

• Namecheap VPS Hosting is also actively being restored, with more than 30% of affected VPS customers now back online. That number continues to increase.

• Dedicated Servers are progressively coming back online, with many already fully operational.

Our teams remain intensely focused on restoring every remaining service. We are making real progress, but we know that for customers whose services are still unavailable, the outage is not over.

I realize that apologies don't do justice to the disruption many of you have experienced today. We know how important these services are to you and your businesses, and our teams are working tirelessly, both on site and across the company, to get everyone back online as quickly as possible.

We will keep providing updates as we make further progress.

Thank you for your continued patience as we work diligently to bring our services back online.

We are moving as quickly as we safely can, while carefully pacing our restoration efforts as we continue to monitor temperatures in the data center. Additional temporary chillers continue to be brought in and added, further reducing temperatures and improving conditions so that we can safely bring more of our infrastructure and services back online.

We have made important progress:
• Core databases are back online.
• Core virtualization infrastructure supporting Namecheap.com and the majority of our services is back online.
• The majority of our core network equipment, both physical and virtual, is back online.
• Internal source control and package management systems are back online.
• All of our major load balancers are back online.

These are all important signs that we are moving in the right direction. Our next phase is to begin restoring Namecheap.com, Email, and Hosting services.

This will take time, and services will come back progressively rather than all at once. Our teams remain on site and are working continuously to restore every affected service as quickly and safely as possible.

We know how frustrating and disruptive this has been, and we sincerely apologize. Thank you again for your patience as we work through the restoration.