Network Service Incident – Tampa Location

On Thursday, September 3rd, at approximately 5:45 AM EDT, our Tampa location experienced a significant network infrastructure issue that resulted in an extended service interruption. This was the second switching-related incident affecting the location within a short period of time. Although service was successfully recovered following the previous incident, the recurrence raised concerns regarding the continued stability of the existing switching environment. During today's initial recovery process, we determined that simply restoring the affected network equipment and returning to the previous configuration would not provide the level of stability we require for production service. Rather than bring services back online with the risk of another interruption, our network team made the decision to perform a broader reconfiguration of the affected network infrastructure. The revised network architecture also required additional fiber connectivity beyond what was required by the previous design. While spare components were available onsite, the scope of the reconfiguration required additional cabling that had to be obtained before the new topology could be fully completed. This dependency, combined with the time required to reconfigure, bring portions of the network back online in stages, and validate connectivity, significantly extended the overall recovery time. We understand the significance of the duration of this incident and sincerely apologize to all customers affected. Our priority during the recovery was not simply to restore connectivity as quickly as possible, but to ensure that when service was restored, the underlying network was operating in a stable configuration. As part of the corrective work performed during this incident, changes have been made to the affected network architecture to reduce the possibility that a similar infrastructure issue could result in the same type of extended disruption in the future. All affected services have now been restored, and network operations are being closely monitored. We recognize the significant impact and duration of this interruption. As a gesture of goodwill, all customers with services affected at our Tampa location will automatically receive a seven-day service credit. No support ticket or SLA request will be required. Credits will be processed automatically and applied directly to affected services within 3–5 business days following full service restoration. While a service credit cannot make up for the disruption experienced, we believe it is appropriate to acknowledge the impact this incident had on our customers. We sincerely appreciate your patience and understanding during this incident. — SolidVPS Operations