Dear clients,
First of all, we would like to express our sincerest apologies for the inconvenience caused in recent days. For years we have maintained over 99.99% uptime on our data centre servers and the sites hosted on them. We carried out scheduled maintenance on our infrastructure this month, but several unforeseen incidents also occurred, which we want to share openly with you.
We understand how important it is for you to be able to rely on stable and reliable hosting services, and we assure you that we are making every effort to guarantee their smooth operation.
What Happened?
On Sunday, 2 February 2025, the infrastructure and network of Jump.BG and Delta.BG were targeted by a large-scale DDoS attack. Despite it being a weekend, our team took all necessary action immediately and successfully neutralised the attack.
During the following week, Delta.BG carried out planned technical maintenance on the infrastructure. During specific settings adjustments in the course of a migration, 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 the necessary steps to resolve it immediately. Our team worked for over 60 hours, bringing in the required system engineers to deal with the situation. The first stage was restoring data from the previous day's backup, after which we fully restored it to the point at which it was affected. We were able to extract the complete data archive.
A few days later, the classic "third time lucky" scenario played out in the form of a network device error. The restart and rerouting of traffic through the remaining devices took literally minutes. However, synchronising the rest of the network to the new settings caused temporary interruptions in some services, which understandably caused concern among our clients.
What Measures Did We Take?
As soon as the problems were identified, our team took immediate action. In addition, we analysed each individual case and implemented new preventive measures that 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.
The security and accessibility of your data remain our top priority. Since the company's founding we have been committed to providing high-quality services and improving them over time, without compromise in our investments. Our team works every day with a focus on client care.
How Will We Compensate Affected Clients?
As a gesture of 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 their services.
The process is automatic and requires no further action on their part.
We understand that these problems have caused inconvenience and we appreciate your patience and the trust you place in us.
We have not had similar incidents for several years, but nevertheless the last few weeks have been a genuine series of exceptional situations. We guarantee that we have already done everything necessary to prevent their recurrence by eliminating their causes, as well as putting additional preventive measures in place. This is essential both for the security of our clients and for the ability of our support team to work for you under normal conditions.
We remain available for any additional questions and assistance.
Thank you for your understanding and trust!
Yours sincerely,
The Jump.BG Team
