Bavarian Soundwerks Unexpected Server Downtime

[Halston Pitman]

Unfortunately due to a problem out of our control on our website, as well as email/server/etc, were down for a majority of this past weekend. We first would like to apologize for any inconvenience this caused any current customers with order tracking or shipment info. During this time none of your inquiries/emails were received or saved. If you know you sent an email during this time, or if you want to just confirm, please send them again.

Our host has everything up and running as of now so it we will return to our normal operations. Please let me know if you have ANY other questions and if you had a questions that was sent via email please send it again so I can reply

Again we apologize for this issue but we look forward to getting back into the swing of things.

Dear Valued Customers:

This evening at 4:55 in our H1 data center, electrical gear shorted, creating an explosion and fire that knocked down three walls surrounding our electrical equipment room Thankfully, no one was injured. In addition, no customer servers were damaged or lost.



We have just been allowed into the building to physically inspect the damage. Early indications are that the short was in a high-volume wire conduit. We were not allowed to activate our backup generator plan based on instructions from the fire department.
This is a significant outage, impacting approximately 9,000 servers and 7,500 customers. All members of our support team are in, and all vendors who supply us with data center equipment are on site. Our initial assessment, although early, points to being able to have some service restored by mid-afternoon on Sunday. Rest assured we are working around the clock.



We are in the process of communicating with all affected customers. we are planning to post updates every hour via our forum and in our customer portal. Our interactive voice response system is updating customers as well.


There is no impact in any of our other five data centers.


I am sorry that this accident has occurred and apologize for the impact.



Sincerely,
Douglas J. Erwin
Chairman & Chief Executive Officer