The QualysGuard EU platform experienced a total outage starting around 12:00 CEST (10:00 UTC) on Sunday, 28th July. This was caused by unexpected failure of cooling systems in the data center in Geneva. The cooling system failure caused high temperatures and had a cascading effect which caused multiple systems in the data center to shut themselves down (as expected) to protect themselves. Qualys Operations team worked actively with the Data Center Operator to get the cooling system back up and working. Safe temperatures were achieved around 18:30 CEST after which Qualys operations team has been working actively to bring up all equipment, databases and services. This is a complex set or procedures that are being executed to systematically restore the platform. We are in final phase of recovery and we are performing exhaustive testing to ensure a smooth return to service. Unfortunately we expect all running and scheduled scans during this outage period to be impacted. We recommend you review your account carefully to verify your scan activity.
We will be working closely with our data center service provider to get to the bottom of the issue with failure of cooling system. The provider has redundant fail over systems that seem to have failed. Once we get the details from the provider we will be reviewing the entire procedure to ensure we take steps to avoid this kind of issue in the future. We apologize for any inconvenience this may have caused you.
Please feel free to contact our customer support team for any further questions.
Qualys Operations Team