NYC1 Data Center Power Outage — Incident Report
Date: September 17, 2025 (EDT)
Location: NYC1
Severity: Severity 1 (Critical)
Impact: Full site outage affecting access to all services in NYC1
Measured outage duration: 1 hour 28 minutes 36 seconds
Summary
At 09:34:24 EDT on September 17, 2025, our monitoring detected a loss of access to the NYC1 environment. Upstream carrier services feeding the site were unavailable, resulting in a site-wide outage. Service was restored at 11:03:00 EDT. We are awaiting the data center operator’s formal Reason for Outage (RFO). Preliminary provider updates indicate the event was related to a power issue within the facility that affected multiple carriers.
Timeline (EDT)
- 09:34:24 Detection by network monitoring
- 09:42:24 Escalation initiated
- 09:47:24 Incident acknowledged; mitigation started and coordinated bridge established
- 11:03:00 Service restored
Customer Impact
- Access to NYC1 services was unavailable during the times above.
- The SLA outage duration equals the full incident duration.
What We Did
- Activated our incident response and opened a live coordination bridge.
- Engaged our carrier partners and the data center operator to confirm scope and restoration activities.
- Provided periodic customer updates during the event window.
- Verified recovery and confirmed service availability at resolution.
Current Status and Next Steps
- We are awaiting the facility operator’s formal RFO. Once received, we will share a summary of the findings and any confirmed contributing factors.
- We are reviewing out-of-band access resiliency and evaluating additional diversity options for this footprint to reduce exposure to similar facility-level events.
- We will update customers if any actions are required on your side.
Lessons Noted
- Early and steady communications are critical during facility-level events; we will continue to follow a consistent update cadence in similar incidents.
- We are refining our first-hour response checklist to further standardize triage and external messaging.
Questions or Follow-Up
If you have questions about this incident or your specific services, please reply to this notice or contact Support through your usual channel. We will provide a customer summary of the facility RFO once it is available.