Hosted Exchange Security Incident

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To our valued customers,

As you are aware, on December 2, 2022, Rackspace experienced a ransomware incident affecting the Hosted Exchange email environment. Since then, our dedicated Rackers have been working hard to get customers back on email, restore their data, and bring this incident to a close. To our customers, I’d first like to sincerely thank you for your support and cooperation during the course of the incident. 

As you may know, on January 5, 2023 we announced that we completed our forensic investigation and we shared information broadly about the root cause – a previously unknown security exploit – as well as more detail about the full scope of the incident. We did this because in cybersecurity, a rising tide lifts all boats. Sharing intelligence about our own incident will help our customers and others in the security community better defend against emerging threats in the future. 

Our intention has always been to be transparent and forthcoming with this information, even down to the scope and impact of the attack. While the forensic investigation was ongoing, we shared as much as we could.  This communication included Indicators of Compromise and other details about the incident.  However, we did not want to get ahead of ourselves by speculating around data impact or other factors that often can change as a forensic investigation progresses. Our credibility and the trust we have built with our customers are very important to us, and we wanted to be diligent and precise every time we released information.

Now that the forensic investigation has concluded, you can find further detail about the scope of the December 2022 incident and the findings of the forensic investigation on the “Latest Update” tab. Under both the “Latest Update” and “Resources for Customers” tabs, you can also find additional materials that will be helpful to you if you still need assistance with restoring your historical data.

I want to close by saying that while the Hosted Exchange email environment was a small part of our business, it represents thousands of long-time and loyal customers. We deeply value each and every one of you. We sincerely thank all of our customers and will continue to work to maintain the relationships we have built with you over the years. Again, we apologize for the disruption that this incident caused and look forward to working with you in the future.

Regards,

Amar Maletira, CEO, Rackspace Technology

Amar Maletira, Chief Executive Officer, Rackspace Technology

Data Recovery Resources

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Frequently Asked Questions

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Latest Update

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Resources for Customers

We are working diligently to meet our customers' needs regarding the ongoing process of recovering historical email data.

Once your mailbox is available for download, you will be able to access it through your customer portal. Mailboxes are being made available for download through an automated queue, which will take several weeks to complete for all users. Once a customer’s mailbox is available for download, they will be able to access it through their customer portal.

While we continue to work to recover all data possible as planned, we are also working in parallel to develop an on-demand solution for those customers who do still wish to download their data. We expect that the on-demand solution will be available within two weeks.

Please ensure your contact information is up to date, so Rackspace can contact you when your mailbox is ready for download. Please also continue to check the portal daily for any updates.

To address some commonly asked questions regarding the Microsoft 365 migration process, a video tutorial that explains how to complete the transition is available.

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