Dear Client,

We're reaching out with an important update regarding a recent incident that affected your VPS (Virtual Private Server) in LA, USA.

What We First Observed

Our team was initially alerted when our monitoring systems detected that several virtual machines had lost network connectivity.

We confirmed that multiple host nodes were compromised and that the disks of the affected VMs had been corrupted. Our engineering teams immediately isolated the impacted servers and began a detailed analysis.

We attempted data recovery through multiple methods, including examining raw block devices, reconstructing partition tables, and searching for intact filesystems. Unfortunately, these recovery attempts were unsuccessful.

Scope of Impact

• Only VPS nodes in LA, USA were affected.
• Affected VPS data is in an irrecoverable state.
• LA VPSs will remain offline until they are re-installed.

Incident Analysis

• A third-party platform used as the VPS deployment gateway was compromised via a vulnerability, allowing access to connected host nodes. As a result, disks of the affected VMs were corrupted and are irrecoverable.
• This was not an isolated incident and impacted several other hosting providers using the same third-party platform.
• Your personal information in the CloudCone Client Area is safe. We do not store personal information, billing data, or payment details within this third-party platform.

Actions Taken

To secure our infrastructure, we have taken the following actions:

• Performed clean re-installations of the VPS deployment gateway and affected host nodes.
• Rotated all API keys and credentials.
• Hardened IP-level access controls and firewall rules on the VPS deployment gateway.

Platform Improvements

As part of our long-term reliability and security strategy, we are actively transitioning away from our previous third-party platform. All VPS instances will be migrated to our new in-house platform, which is currently in its final testing phase and scheduled for launch by the end of March.

Next Steps for Our Clients

All the affected nodes are now ready for VPS re-installation. When you visit your VPS management page, you will see a banner similar to the one shown below.

Once this banner appears, it is safe to proceed with re-installation and restore any backups you have available.

Our team has taken time to carefully reflect on the impact this incident had on you and your business. We understand that this was not merely a technical issue, but a situation that caused real disruption, stress, and unexpected challenges. This is not something we take lightly, nor is it the experience we ever want you to associate with our services.

Throughout the recovery period, our engineers and support teams have worked continuously, responding to thousands of support requests, rebuilding affected systems, and optimizing our infrastructure to handle exceptional demand. Many long days and late nights were spent with a single focus: restoring services safely and strengthening our platform to reduce the risk of similar incidents in the future. We know that trust is earned through consistent action, and we remain fully committed to rebuilding that trust with you.

Service Extension

Affected servers will automatically receive a free two-month service extension on each of your next two renewals, for a total of four free months. For example, if you renew annually for 12 months, your service will be extended to 14 months at no additional cost each time you renew during the next two renewal cycles. You don't need to take any action, your updated due dates will be applied automatically when each renewal is processed.

Monthly Backups for VPSs

In Q2 2026, affected customers will receive 50% off monthly server backups for up to one year on our new platform. This additional layer of protection reflects our ongoing commitment to improving data safety and providing greater peace of mind.

We also understand no amount of compensation can fully make up for the inconvenience and disruption you experienced. However, we hope the following measures demonstrate how seriously we take this matter and our sincere commitment to serving you better moving forward.

Thank you for your patience, understanding, and we sincerely apologize for the disruption.

If you have any immediate concerns or need assistance, our support team is here to help.