No customer data is at risk and there has been no breach of data or services. This is all due to specific DDoS attacks targeting critical network infrastructure which is either causing some intermittent routing or general degradation such as packet loss. The issue has been ongoing for nearly 48-hours now but the problem has now been identified and is being resolved. ServerOrigin currently has our entire support staff and all engineers working on this issue so ticket responses may see a short delay as we are working this as the absolute highest priority.

We apologize for any inconvenience this may cause as we know this time of year is particularly important for all of our customers. We are working feverishly to get the issue resolved and to ensure the least amount of interruption occurs while the changes are being made. We appreciate your patience and understanding. We will up-hold any current Service Level Agreements and ensure all customers impacted receive credit for any downtime during this emergency change period.

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SoftLayer Engineers will be performing emergency maintenance on BBR01.EQ01.WDC02, BBR02.EQ01.WDC02, and BBR01.WB01.SEA01 in an effort to correct routing issues customers are currently experiencing to various destinations including AT&T residential services. In conjunction with Cisco, Engineers have identified a bug that has resulted in the router entering a degraded performance state. To correct this degraded state, the router must be reloaded.

Customers can expect to see latency / packetloss as routes reconverge across redundant routers on both the public and private networks. While the maintenance window is set for 2 hours, we expect the maintenance to take no longer than 20 minutes during each router reload.

Customers in the Seattle datacenter will lose backend connectivity to all other datacenters (local Seattle private network traffic will not be impacted).
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If you have any problems after this time frame with regard to connectivity, or if you have any questions regarding the maintenance at any point, please open a ticket in the customer portal or contact our support via phone.

We appreciate your patience during this work and welcome any feedback.

Thank you,
Network Engineering
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This is likely to interrupt a small percentage of ServerOrigin’s Washington, DC / Seattle traffic. We hope this change will be as quick and uninterrupted as possible.

Thanks,
Kyle A.
ServerOrigin Communications

Abstract:  We anticipate bringing up the BGP session for a new circuit to PCCW during this maintenance window. A recently installed edge router will become fully operational at that time.

Chronology: Timing will depend upon coordination with the PCCW NOC. A more specific window is not available at this time.

No impact should be seen during this maintenance.

This will NOT affect any customers. This is only billing system maintenance. If you have questions or problems, we can be reached via support ticket at: http://support.serverorigin.com

Thanks