Webdock - Host down in Canada, potential prolonged downtime – Incident details

At long last, about 20 minutes ago, we got the system up as remote hands finally woke up and got to it. We will be having a serious discussion with our datacenter provider in Montreal, and if this issue with extremely slow turnaround times going into many hours of waiting cannot be resolved, we will consider moving away from this DC entirely, as this is completely unacceptable. What's worse, we've experienced this once before back in October 2022, and after that incident we were promised that this would never happen again. But it did obviously...

We are terribly sorry for the prolonged wait. All affected customers will receive a month free hosting with us as a small token of apology from us.

We are still waiting in remote hands to complete the restart.

We have now been promised a "quick" turnaround after having pushed them on the issue. They have refused to define what "quick" actually means, but we are hoping this means within the coming hour as otherwise they would be stretching the definition of quick, in this context.

As we feared we are completely unable to restart this system using our remoting tools and we sent a message to remote hands in Canada about 45 minutes ago. We strongly believe all that is needed is a simple power cycle of the affected system. However, we are now worried this simple operation may have a very long turnaround time as it is currently in the middle of the night in Canada, or about 02.45 AM. We know from experience that this can mean very slow turnaround from DC staff. We will keep pushing them to get the task done as quickly as possible.