Dear Voxel Customer, We have issued the following Reason for Outage (RFO) in reference to a recent outage which may have impacted your service(s) with Voxel: Master Ticket: 1208664 Location(s): LGA6 Datacenter (111 8th Avenue, New York, NY, US) LGA7 Datacenter (111 8th Avenue, New York, NY, US) Start Time: Sunday, July 4, 2010; 2:00 PM EDT (approx) End Time: Sunday, July 4, 2010; 3:00 AM EDT (approx) Outage: At approximately 2:00PM (EDT), the facility experienced a leak on one of several glycol pipes connecting room AC units to chillers on the roof. As a safety precaution, all chillers were automatically disabled. The facility remained cooled by a redundant system of air-cooled AC units, albeit at a slight increase in temperature, as technicians from the datacenter operator began to investigate the glycol issue, manually bypassing the failed chiller and bringing the remaining units back into service. At approximately 7:00PM (EDT), the slightly-elevated temperature caused a malfunctioning equipment power supply to fail and emit smoke, in turn triggering the facility's smoke-detection system and shutting down all remaining AC units. This incident resulted in a major increase in ambient temperature in the facility. At that point, all recovery efforts were immediately shifted to clearing the alarm condition and returning the AC units to service, and we dispatched additional Voxel staff to the impacted datacenter. This process proved to be particularly difficult and time-consuming. As the "alarm" condition was still present, the datacenter operator had to manually bypass in excess of twenty (20) AC units one-at-a-time, adhering to applicable fire-safety code and requisite checklists. Temperatures in the facility began to normalize at approximately 9:30PM (EDT), and were fully normalized by 3:00AM (EDT) on Monday morning. The datacenter operator will repair the failed glycol pipe and supporting infrastructure tomorrow (Wednesday, the 7th of July), commencing at 9:00AM (EDT), in order to fully restore its cooling systems to the normal level of redundancy. This work will be fully scripted, and supervised by both the operator and Voxel. As an additional precautionary measure, we are working with our datacenter provider to maintain a dedicated supply of industrial air circulators and "spoot cooler" AC units, to provide temporary relief to portions of our facility experiencing elevated temperatures in the future. We expect to have these emergency preparations implemented in approximately two (2) weeks. We apologize for any inconvenience experienced as a result, and appreciate your continued support. Regards, -- Voxel Change Management