Reports claim that the outage affecting cloud service provider Rackspace has been affecting users for more than three weeks.
A cyber incident in November 2022 – later confirmed as a ransomware attack – prevented many of the company’s customers from accessing Outlook Web App and syncing email clients.
Rackspace has not yet determined the exact number of consumers affected by the recent attack on the Microsoft Exchange email hosting service, but was able to tell SEC filing that the figure was about 1% of its total revenue, about $30 million, and the impact was felt mostly among small business users.
What next for affected customers?
Rackspace’s chief product officer Josh Prewitt made it clear that some progress has been made in allowing customers access to their locked data, saying he would “expect us to make huge strides in the next few days to one week.”
However, it is still not entirely clear whether users are expected to recover 100% of their data, with the director saying that “it would be premature for me to say that absolutely every customer, 100 percent”, adding that there is a “chance that the Exchange PST file may be corrupted, there is a chance that something is wrong with the client’s PST file.”
However, he was able to say that he “strongly believes” that the vast majority of customers will recover their data.
The executive also said Rackspace would eventually share more details about the incident, including the root cause and how the company tried to address it.
In addition, the company declined to comment on an ongoing class action lawsuit with affected customers in 18 states seeking compensation from the company.
Rackspace has already started offering some types of compensation to users affected by the incident
The compensation included offering Microsoft 365 Exchange Plan 1 licenses for free to affected users until a fix could be arranged.
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