Tucows has apologized to thousands of Enom customers who suffered days of downtime after a planned data center migration went badly wrong.
Showing true Canadian humility, the registrar posted the following statement this evening:
Beginning Saturday, January 15, 2022, Enom experienced a series of complications with a planned data center migration that caused significant disruptions for a subset of our customers.
We sincerely apologize to all of those impacted. We pride ourselves on being a reliable domain registration platform, and this weekend we fell short. We are committed to regaining your trust and to serving you better.
A full internal audit is underway and an incident report is forthcoming. This will include a summary of events and scope, learnings, and policy and process changes to mitigate future issues.
We reported on the downtime on Monday, as some customers were entering their third day of non-resolving DNS, which led to broken web sites and email.
At the time, Enom was saying it was tracking a “few hundred” affected domains. As customers suspected, that turned out to be a huge underestimate. The true number was closer to 350,000 domains, Tucows is now saying.
The company had been warning its customers about the planned maintenance for weeks, but it did not anticipate a “a bug in the new DNS provisioning system” that stopped customers’ domains resolving.
The migration started Saturday January 15 at 1400 UTC and was expected to last 12 hours. In the end, the DNS issue was not fully fixed until Monday January 17 at about 1845 UTC.
The post “We fell short” — Tucows says sorry for Enom downtime first appeared on Domain Incite.