Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

GoDaddy Outage: Service Desk Updates via Twitter

Posted by

If you tried to go to any website on Monday afternoon, it was a bit like playing Russian roulette. You didn’t know if your page would load or fire a blank due to the widespread GoDaddy outage.

News outlets initially reported that GoDaddy was “hacked” or “attacked” after a Twitter user claimed responsibility for Monday’s outage. However, GoDaddy released an official statement yesterday that they’ve completed their investigation on the outage. “The service outage was not caused by external influences. It was not a ‘hack’ and it was not a denial of service attack (DDoS). We have determined the service outage was due to a series of internal network events that corrupted router data tables,” said Scott Wagner, interim CEO of GoDaddy.

I’m not sure which is worse: being taken down by hackers or not configuring your network properly? You decide.

Mr. Wagner apologized to customers and the community saying, “We owe you a big apology for the intermittent service outages we experienced on September 10th that may have impacted your website and your interaction with GoDaddy.com.” The company asserts that no customer data was compromised and noted that GoDaddy has provided 99.999% uptime in their DNS infrastructure.

How was Cherwell Software impacted?
Cherwell notified customers within minutes of the internet outage, and a work around was established to send customers to an IP address instead of a domain name. This communication and the fact that most companies’ information was cached resulted in very few support calls on the matter. Still, our IT team’s efforts to select another established DNS provider has become a higher priority in the wake of Monday’s outage.

Interestingly, Cherwell’s team monitored the GoDaddy Twitter feed for the most reliable updates. Online media updates were slow by comparison and GoDaddy’s phone lines were clogged with the surge of support calls. We’re noticing a trend that more and more service desks are incorporating social media into their ITSM model for this very reason.