SUPPORT CENTER

Final Update @13th Oct 2018| 1:22 PM IST

At this time, the majority of accounts impacted by the ransomware issue have been restored. 

While we continue to enhance security measures, it is always good practices by individual site owners and users which makes for the most effective defense. This includes not installing suspicious software on your site, regularly changing passwords, and keeping an eye on suspicious behavior or attacks.

Once again we apologize for the downtime this caused. Although we will not be updating this thread any further if anyone is still seeing any effects of this outage on any production website(s) or application(s) we request you to contact the support team at the earliest. 

Update @18th Sept 2018 | 07:00 AM IST

At this time, the majority of affected websites and Plesk Control Panel have been restored.  We continue to work diligently to restore a small number of remaining websites and email as soon as possible.

Update @17th Sept 2018 | 10:00 AM IST

At this time, the majority of affected websites have been restored.  We continue to work diligently to restore a small number of remaining websites and email as soon as possible.

Update @15th Sept 2018 | 6:30 AM IST

At this time, the majority of websites impacted have been restored.

Thank you for your patience during this process.

Update @14th Sept 2018 | 6:50 AM IST

We have restored service for a number of our customers and continue to work around the clock toward complete restoration. Please continue to monitor this forum for further updates. We appreciate your ongoing patience.

Update @13th Sept 2018 | 11:30 AM IST

We confirm that a limited number of websites were impacted by ransomware which affected some of our Windows shared servers. To contain the spread and impact of this malware, we isolated the impacted server environment and took a number of servers offline, which caused some customers to be unable to access websites and associated data.

We have begun restoring service to impacted customers. Please refer to this forum for further status updates. We appreciate your continued patience.

Update @11th Sept 2018 | 10:00 PM IST

As of 9:30 PM IST our teams continue to work diligently to restore services. Our senior technology teams along with industry's leading third-party experts have been engaged to assist us in order to solve this at the earliest.

Restoring affected services and websites is our highest priority. We thank you for your continued patience. We will update this thread as and when we have new updates.

Update @11th Sept 2018 | 11:30 AM IST

Thank you for your patience. 

All affected websites still continue to be unavailable, our teams have been working hard and have engaged third-party experts who are helping us resolve this issue. Our highest priority is to restore service as soon as possible.

We request you to watch this thread for new updates.

Update @11th Sept 2018 | 00:03 AM IST

We are aware of a situation involving malware on some shared hosting servers and are investigating the situation.

The affected websites are currently unavailable. We will post any updates on this forum.

We apologize for the disruption to your business.

Update @10th Sept 2018 | 05:07 PM IST PM

We have identified a Malware attack on these affected Windows Hosting Server.

Our server admin team along with the Security team is working towards identifying and applying a security patch.

We will request you to kindly watch this thread for further updates.

Update @10th Sept 2018 | 1:40 PM IST

We are currently facing an issue with our Windows Servers where MSSQL service is affected due to which you will get a “Service Unavailable Page/ 503 Error” error message while accessing Website / Plesk Panel / Webmail

Our engineers are working on resolving the issue. Please visit our forum for the latest updates.