off-prem

Customers say services were down for at least 4 hours, while status page showed no issues

IBM Cloud experienced some issues on Thursday, with reports that an entire European datacenter was offline this morning for several hours due to a power outage.

One Reg reader got in contact to inform us that IBM Cloud was offline for at least four hours on Thursday morning, but no issues were shown on the IBM Cloud status page during that time.

Cloud status monitoring service StatusGator showed that Big Blue’s platform had been flagged as “service down” by at least 10 users during the morning, with the last report of an outage logged at 2325 UTC.

The Downdetector service also showed a number of reports highlighting issues with IBM Cloud starting at about 0715 UTC and continuing through until about 1200 UTC.

Our Reg reader told us that “IBM Cloud’s entire AMS3 datacenter has been offline for at least four hours, reportedly due to a power outage (if you can believe support that is). Sev 1 tickets went unanswered for several hours and information was only provided after contacting our account manager directly. No issues were reported in the IBM Cloud status page during this time.”

We asked IBM for an explanation of this situation, and a spokesperson told us: "IBM is aware of a fire at a datacenter in Amsterdam which serves IBM, in addition to others. The facility has been evacuated and there are no reported injuries. We are working closely with emergency services, addressing the effect on our operations, and coordinating directly with affected clients to address any impacts."

According to our information, the AMS3 datacenter is located near Amsterdam in the Netherlands, just a few miles from Schiphol airport.

There are reports in the Dutch media on Thursday of a fire at a NorthC datacenter at Almere, near Amsterdam, attended by fire brigade units from both Amsterdam and Schiphol, and IBM confirmed to us that this is the one in question.

IBM Cloud also experienced a Severity One incident on at least one occasion last year, with customers unable to access resources. This followed occurrences in May and June, where users found themselves unable to log in after incidents.

In September, Big Blue updated the service it provides under its Basic Support tier, whereby Basic users will lose the opportunity to “open or escalate technical support cases through the portal or APIs” but can “self-report service issues via the Cloud Console.”  ®