Dear Customers of HostSG,

We regret to inform you that our services, including our website, email, and portal, are temporarily unavailable due to a fire that occurred at the opposite side of the data center housing our servers. While our servers and customer data do not appear to be damaged, we cannot confirm the status of the systems until power is restored.

KEY UPDATES

Current Status:
The fire occurred at another user’s server rack which is located at the other end of the datacentre, away from HostSG’s server racks, so no direct damage to our infrastructure or customer data is currently suspected. However, due to power and safety concerns, services cannot be restored until the power is back on.

Backups:
For services with daily backups (e.g., Starter, Business Hosting), please be assured that backups are stored in a different data center more than 10 km away. However, please note that while the data is safe, the backup data cannot be restored yet, as the backup data center currently lacks the necessary compute resources (CPU) for the restoration process. The restoration of such a large volume of data will take several days.

Safety Concerns:
Water and smoke damage are still major concerns on the affected floor. As per building management and SCDF (Singapore Civil Defence Force) regulations, no access is allowed until both hazards are cleared.

Next Steps:
HostSG is awaiting an update from the data center provider on the estimated timeframe for power restoration at 3-4pm. Once we receive an update:

• If power is restored within a reasonable timeframe, we will continue to monitor the situation and wait for full restoration.

• If power restoration will take longer than expected, we will begin plans to move our servers to another data center. Please note that this process will also take several days to complete, as it requires careful logistical planning and coordination.

At this moment, our hands are tied as we await the necessary updates. We understand how critical these services are to your operations, and we are committed to doing everything we can to restore services as soon as possible.

What You Can Expect:
You will receive further updates from us as soon as we have more information about the power restoration status and our next steps.

Please refresh our website page for more of the latest updates.

We sincerely apologize for the disruption and appreciate your patience and understanding during this challenging situation. Your trust and satisfaction are important to us, and we are working tirelessly to resolve this issue.

Thank you for your cooperation and support.