Namecheap.com

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.

A further update on the ongoing cooling incident at our PhoenixNAP data center: Temperatures continue to fall. The cooling process is taking effect and temperatures are consistently trending in the right direction. Based on the progress we are seeing, our teams have now begun the process of preparing our infrastructure to safely bring customer services back online. We are doing this in a careful, staged approach: 1. Restore all physical network devices. 2. Restore all virtual network devices. 3. Begin restoring customer services. We expect the first two steps to take approximately one hour. Based on current conditions, we anticipate being able to begin bringing customer services back online at approximately 3:00–3:30pm ET. Services will then be restored progressively as we ensure each part of our infrastructure can be brought back online safely. Our teams remain on site and are working continuously to move through this process as quickly and safely as possible. We know every additional minute of this outage matters to our customers, and we are deeply sorry for the disruption this extraordinary situation has caused. Thank you for your continued patience. We are making progress, and our entire focus is now on safely restoring all affected services as quickly as we can.

An update on the ongoing cooling incident at our PhoenixNAP data center: Temporary chillers have now been installed and brought online and are being directed specifically into our area of the data center. We expect this additional cooling capacity to accelerate the reduction in temperature around our infrastructure. In parallel, repairs to the third permanent chiller are underway. The required parts have arrived on site, and we are currently being advised that the chiller should be back online in approximately 2 to 2.5 hours. At that point, assuming temperatures have returned to safe operating levels, we expect to begin bringing our services back online. Our teams remain on site and are working continuously alongside PhoenixNAP. We are doing everything we can to restore services as quickly as possible, but we will only bring infrastructure back online once we are confident it is safe to do so and there is no risk of overheating or longer-term damage. We know how disruptive this outage has been for our affected customers, and we are deeply sorry. We understand the trust you place in us to keep your websites, email, domains, and businesses online, and we know that today we have fallen short of the standard you rightly expect from us. Thank you again for your patience and understanding. We will continue to provide updates as we make progress and will bring all affected services back online as soon as it is safe to do so.

We’re currently experiencing a significant and highly unusual infrastructure incident at our PhoenixNAP data center, where the facility has suffered a failure of its cooling systems. To protect our customers’ infrastructure and prevent equipment from overheating or suffering longer-term damage, we made the difficult but necessary decision to take affected services offline while we work with the data center operator to resolve the issue. The latest information we have is that PhoenixNAP has brought 2 of its 4 chillers back online, and we are seeing temperatures in the data center begin to drop. We anticipate that the third chiller will be back online in approximately 3 hours, at which point we believe we will be able to begin bringing our services back online. PhoenixNAP is also installing additional cooling units as we speak to help accelerate the cooling of the data center. This is an extraordinary situation, and one we have never experienced before. I’m deeply sorry for the disruption it is causing our customers. The impact is broad, currently affecting more than 5,000 servers and impacting Namecheap.com, Shared/VPS/Dedicated Hosting, EasyWP, DNS, Private Email and hosting email, email forwarding, URL redirects, and some hosting operations. Websites and services may be unavailable, slow, or return errors until the infrastructure can safely be brought back online. For email specifically, delivery may be delayed, but messages are not expected to be lost. Sending servers should retry once connectivity is restored. Our teams on site are working around the clock alongside PhoenixNAP to restore cooling, safely bring infrastructure back online, and return services to normal as quickly as possible. We know how much our customers rely on us to keep their businesses, websites, email, and domains online. We take that responsibility incredibly seriously, and we are truly sorry that we are letting you down today. Our immediate priority is restoring service safely and as quickly as we can. We will continue to provide updates as we make progress. Thank you for your patience and understanding.