As people in the UK battled historic temperatures above 40C in many parts of England, Wales and Scotland, last night, thousands of internet hosting users had another hot issue to worry about: the servers of the Sofia-based web hosting company Siteground went down, taking websites offline and leaving businesses and users unable to access their emails.
Although the company, which was founded in 2004 and currently has over 2,000,000 users, started work to solve the problem on the evening of July 19th, fifteen hours later many companies were still in the dark about when they would be able to trade or contact clients online again.
“We had some planned activities around today’s inflation numbers that we had to pause as emails were down. It was a missed opportunity for them and us,” explains Tom Johnson, founder at ReactivePR, a Peterborough-based digital PR agency with several clients hosted on Siteground.
Besides missed time-sensitive opportunities, Johnson also will have extra work to do when Siteground finally manages to fix the problem.
“We lost quite a bit of work that was uploaded to a staging server yesterday afternoon because Siteground had to restore everything from their backups. Less than ideal. Very frustrating. But at the same time, you have to be reasonable. This was outside of their control. Their comms and customer service, however, are not, and they have been poor,” complains the entrepreneur, who hasn’t received any official information from Siteground and only found out that his websites were offline after being notified by a third-party monitoring app.
Some of those affected by the hosting service disruption in the UK were still looking for answers after being offline for hours.
“We found out yesterday, around 6 pm, after it was reported by customers. No email or alert was provided by Siteground. We made contact via Twitter, as their own portal would not provide any method or tool to communicate with the Siteground support team,” recalls Stuart Hargreaves, COO at London-based cybersecurity company Spambrella, which only had its website fully restored after a 15-hour outage. The business has since opened a ticket with the hosting company to find out more about why the disaster recovery procedure was not initiated at the time of redundancy. “Our site was negatively affected by the outage as we were unable to collect vital information and analytics from website visitors, provide website inquiries to the sales team, or support tickets to the technical team. The loss of business is unquantifiable, but it will be possible to average the inbound lead generation over a similar 15-hour period and find an average on conversions. We can then find a median figure for financial loss,” says Hargreaves.
According to Siteground, the reason so many websites were knocked offline was because data centres used by Google in London buckled under the record-breaking heatwave that hit Britain this week and the replacement of problematic parts not being as fast as expected.
“Instead, as the severity of the incident with our London DC has escalated, sadly, several hours ago we started our disaster recovery procedure. We are now restoring servers from offsite backups in our Amsterdam location and gradually putting them back online in order to mitigate this for our customers,” a Siteground customer service representative acknowledged, mirroring a message already shared on their social media.
Although the company’s technical issue has been attributed to unprecedented temperatures affecting cloud and networking equipment in Google’s South London facility, it isn’t the first time that Siteground, a provider of cloud and email hosting, has suffered major setbacks in recent months. In November 2021, the company had a four-day outage resulting in many customers losing rankings in Google along with a significant amount of website traffic.
“It is almost impossible to quantify sales losses and the negative effect to SEO and Google rankings in the future. Siteground has been exemplary in its delivery to our company over the years, and we support them fully in their recovery. We just hope they find the support they need from Google to provide businesses with compensation as may be required. Spambrella was lightly impacted, but many have been hit hard from this. It is the small businesses that need financial support quickly to recover,” believes Stuart Hargreaves.