We are writing to share an important update regarding a recent incident that affected your VPS (Virtual Private Server) in Los Angeles, USA.
If you have missed our previous email, you may read it here.
Over the past week, our team has taken time to carefully reflect on the impact this incident had on you and your business. We understand that this was not merely a technical issue, but a situation that caused real disruption, stress, and unexpected challenges. This is not something we take lightly, nor is it the experience we ever want you to associate with our services.
Throughout the recovery period, our engineers and support teams have worked continuously, responding to thousands of support requests, rebuilding affected systems, and optimizing our infrastructure to handle exceptional demand. Many long days and late nights were spent with a single focus: restoring services safely and strengthening our platform to reduce the risk of similar incidents in the future. We know that trust is earned through consistent action, and we remain fully committed to rebuilding that trust with you.
As part of this commitment, we are providing the following to all affected customers:
Service Extension
Affected servers will automatically receive a free two-month service extension when renewed, for the next two renewal cycles. For example, an annual 12-month renewal will be extended to 14 months at no additional cost. The updated due dates will be reflected automatically as each renewal is processed.
Monthly Backups for VPSs
In Q2 2026, affected customers will receive 50% off monthly server backups for up to one year on our new platform. This additional layer of protection reflects our ongoing commitment to improving data safety and providing greater peace of mind.
Platform Improvements
As part of our long-term reliability and security strategy, we are actively transitioning away from our previous third-party platform. All VPS instances will be migrated to our new in-house platform, which is currently in its final testing phase and scheduled for launch by the end of March.
We understand that no amount of compensation can fully make up for the inconvenience and disruption you experienced. However, we hope these measures reflect how seriously we take this matter and our sincere commitment to serving you better moving forward.
Thank you for your patience, understanding, and for giving us the opportunity to make
this right.
If you have any immediate concerns or need assistance, our support team is here to
help.
Sincerely,
The CloudCone Team
