Dear clients,
First and foremost, we would like to express our most sincere apologies for the inconvenience caused in recent days. For years we have maintained over 99.99% uptime (continuous operation) of the servers in our data center and the websites hosted on them. We carried out planned maintenance on our infrastructure — scheduled in advance — but this month several unforeseen incidents also occurred, and we want to tell you about them openly.
We understand how important it is for you to rely on stable and reliable hosting services, and we assure you that we are doing everything in our power to guarantee their smooth operation.
What happened?
On Sunday, February 2, 2025, the infrastructure and network of Jump.BG and Delta.BG were targeted by a large-scale DDoS attack. Despite it being a day off, our team immediately took all necessary actions and successfully neutralized the attack.
During the following week, Delta.BG carried out planned technical maintenance on its infrastructure. During specific configuration steps in the migration process, we encountered a bug that affected the disk subsystem of one of the machines, and consequently the data of over 0.8% of Jump.BG clients. We took immediate action to resolve it. Our team worked for over 60 hours, involving the necessary system engineers to deal with the situation. The first step was restoring data from the previous day's backup, after which we fully restored data to the exact moment before it was affected. We were able to extract the complete data archive.
A few days later, the classic "third time's a charm" scenario materialized in the form of a network device error. The restart itself and rerouting traffic through the remaining devices took literally minutes. However, synchronizing the rest of the network to the new settings led to temporary service interruptions, which understandably caused concern among our clients.
What measures did we take?
Immediately after identifying the issues, our team took prompt action. In addition, we analyzed each individual case and implemented new preventive measures, which will ensure the resilience of our network against similar incidents in the future. We also developed a mechanism to improve the stability of our systems.
Our primary priority remains the security and accessibility of your data. Since the company's founding, we have been committed to providing high-quality services and continuously improving them over time, without compromising on investment. Our team works every day with a focus on client care.
How will we compensate the affected clients?
As an apology for the inconvenience caused, we are providing compensation to all Jump.BG clients whose data was affected. The compensation takes the form of a free three-month extension of services.
The process is automatic and requires no additional action on their part.
We understand that these issues have caused inconvenience, and we appreciate your patience and the trust you place in us!
For several years we have not had incidents of this nature, yet the past few weeks have been a true series of extraordinary situations. We guarantee that we have already done everything necessary to prevent their recurrence — by eliminating their root causes as well as implementing additional preventive measures. This is essential both for the security of our clients and for enabling our support team to work for you in normal mode.
We remain at your disposal for any further questions and assistance.
Thank you for your understanding and trust!
Sincerely,
The Jump.BG Team
