MOVEit Cloud experienced an issue during our planned maintenance window on Sunday 08.16.2020 that resulted in an outage. This outage impacted all of our MOVEit Cloud North America customers.
The outage started at August 16, 2020 at 18:00 EDT and was resolved August 17, 2020 at 13:00 EDT. We sincerely apologize for this disruption in service.
During the scheduled maintenance on August 16, 2020, the CAPS Cloud Operations team was performing a backup of a NetApp server, to protect against any data loss as we were preparing for a new high availability (HA) deployment. While preparing for the data backup, we encountered an error that our response process did not address.
The MOVEit Cloud team worked with Microsoft and NetApp engineers to remediate the problem, while ensuring that no data was lost.
During our internal root cause analysis (RCA) and postmortem, we have identified next steps and process improvements that we wanted to share with you: