Our monitoring systems detected Path-routed services offline in Chicago at 9:05 AM ET. After further investigation, BBOI, a carrier we use with priority routing to our respective Path endpoint, suffered an outage at the Equinix facility we connect at, which is located at 350 E Cermak Rd. Due to the priority routing preference of BBOI, our Path endpoint connection was not restored on an alternative carrier in the blend we utilize.
Additionally, our automated system for controlling BGP announcements ultimately failed in rolling over these Path-routed prefixes to alternative carriers. As a result, our team manually restored connectivity to these prefixes at 9:56 AM ET. We have reviewed where our automated system failed and have made improvements that will be tested rigorously.
Due to the circumstances regarding this outage, we are obligated to provide compensation based on our service level agreement (SLA). To claim your SLA credit, please open a ticket on our client area (https://shop.hosturly.com). Ensure that you are logged in, and note the service(s) affected and the total outage time in the ticket. We will then properly calculate the compensation based on our SLA. We sincerely apologize for the inconvenience this has caused. Please be assured that we have taken the necessary steps to limit this situation from happening further.
