Cloud services company Rackspace is today confirming what it describes as a “security incident” where some of its hosted Microsoft Exchange services have been taken down. In an incident report and subsequent updates, the company details the situation and what is being done to protect customers.

“On Friday, Dec 2, 2022, we became aware of an issue impacting our Hosted Exchange environment. We proactively powered down and disconnected the Hosted Exchange environment while we triaged to understand the extent and the severity of the impact. After further analysis, we have determined that this is a security incident.”

Rackspace points out that this breach is “isolated to a portion” of its Microsoft Exchange services. However, the outage persisted for several days, with updates on December 3 and December 4 saying the company is still tackling the problem.

“Our security and operations teams continue to work both internally and closely with outside experts to determine the full scope and impact of the issue involving our Hosted Exchange environment.”

Ongoing

Despite the updates on the situation, customers were slamming Rackspace online for its handling of the incident. The Register cites several sources of disgruntled customers:

“The way they have handled this has been HORRIBLE. NO SUPPORT. NO EMAIL. NO NOTHING. Who knows when we will have answers,” one customer wrote.

By Monday morning, the situation was still not resolved, although Rackspace confirmed it is making progress. The company says it has “successfully restored email services to thousands of customers on Microsoft 365 and continue to make progress on restoring email service to every affected customer.”

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