Snapshot Retention — Managed AWS Instances

Where backup services are included in your Order, we retain system snapshots for managed AWS instances on a Grandfather-Father-Son (GFS) schedule:

• Daily: 1 snapshot per day, retained for 10 days
• Weekly: 1 snapshot per week, retained for 4 weeks
• Monthly: 1 snapshot per month, retained for 2 months
• Yearly: 1 snapshot retained annually

Snapshot rotation and pruning run weekly rather than daily, so daily snapshots may persist somewhat longer than the nominal 10-day window before they are trimmed. This is expected behavior and does not reduce the guaranteed minimum retention at each tier.

Regardless of any backup service purchased from us, you remain responsible for maintaining your own backups per the Master Service Agreement (MSA §13.2(v)) and for exporting or retrieving your data before termination (MSA §12.1.1).

Security Notice: CVE-2026-31431 ("Copy Fail")

A high-severity Linux kernel privilege escalation vulnerability known as Copy Fail (CVE-2026-31431) was publicly disclosed on April 29, 2026.

The flaw affects the kernel's `algif_aead` crypto interface and allows a local user to gain root access.

CISA added it to the Known Exploited Vulnerabilities (KEV) catalog on May 1, 2026 after observing active exploitation.

All servers under our management have been either patched with the fixed kernel or have appropriate mitigations applied. 

Servers were rebooted as part of this process.

We've verified each system across our fleet and confirmed protection against the published exploit.

No customer action is required.

References:
- CISA KEV catalog: https://www.cisa.gov/known-exploited-vulnerabilities-catalog
- CISA advisory: https://www.cisa.gov/news-events/alerts/2026/05/01/cisa-adds-one-known-exploited-vulnerability-catalog
- NVD entry: https://nvd.nist.gov/vuln/detail/CVE-2026-31431

If you have any questions, please open a support ticket.

Cloudflare Incident – Summary

Plesk and cPanel continue to raise their prices.  We announced the first increase back in early 2023 and we were able to absorb some of those costs.  Now however, many of our upstream vendors are passing on $10-25/mo increases in fees.

These fees may also include surcharges for extended support for outdated servers that cannot be migrated.

Customers may see at $15/mo license increase in Feb 2025 to offset these fees.

If you are on a legacy server and move to a new system, we can remove this fee.

If you have any questions about this, please let us know by opening a billing support ticket.

UPDATE: 3:19 AM GMT

From the datacenter:

Service Restoration Announcement

We are thrilled to announce that our services have now been fully restored! After dedicated efforts and hard work from our team, everything is back up and running smoothly.

We appreciate your patience and understanding during the restoration process. Your support has been invaluable to us.

If you encounter any issues or have any questions, feel free to reach out to our support team.

Thank you for being part of our community!

Time posted

Jan 17, 20:19 MST

UPDATE: 2:14 AM GMT

We are seeing intermitting access but most systems are recovered.  Sites may be slow or connections drop.

PNAP Update:

Update - We're making significant progress in restoring services. As things return to normal, we appreciate your ongoing patience. Our dedicated team is working hard to ensure a seamless experience, and we'll keep you posted with further updates. Thank you for your understanding.
Jan 17, 2024 - 19:04 MST

UPDATE:  12:58 AM GMT

Most servers are online but we are still seeing packet loss and some services not responding.  Web services appear to be mostly restored. 

PNAP Update:

Update - While services are still undergoing restoration, your patience is invaluable as we navigate through the final steps of the process. Please note that intermittent issues may still persist, but rest assured, we're actively addressing them. We sincerely appreciate your understanding and assure you that we're working diligently to bring everything back to full functionality. Thank you for your continued patience.
Jan 17, 2024 - 17:34 MST

UPDATE: 12:09 AM GMT

We are seeing servers come back online but do not have an update from the datacenter at this time.

NOTICE: 11:15 PM GMT

Server located in the PhoenixNAP facility in Phoenix, AZ are subject to an outage.   We will update customers as we have more information.

From the data center:

We are currently experiencing a site wide outage of all services in our Phoenix Facility, we will provide further updates as we receive them from our investigating teams.

https://status.phoenixnap.com/