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"status_code": 100 }, { "id": "61b9f47d9d4e8505426ecf4c", "name": "North America", "updated": "2026-10-15T08:00:03.001Z", "status": "Operational", "status_code": 100 }, { "id": "61daef6791f9bd053f0c09d5", "name": "All Regions", "updated": "2026-10-05T08:00:03.470Z", "status": "Operational", "status_code": 100 }, { "id": "625801092adc1204da881406", "name": "Other Regions", "updated": "2026-08-27T17:00:05.297Z", "status": "Operational", "status_code": 100 } ], "updated": "2026-10-15T08:00:03.001Z" } ], "incidents": [ { "_id": "6ae4cce84b61a805acedb757", "name": "Help Desk Services – Email Delivery Disruption", "datetime_open": "2026-10-30T16:59:20.886Z", "current_active": true, "messages": [ { "details": "We are experiencing an issue currently affecting outbound Help Desk email communications. Inbound email services remain available and continue to operate as expected.\r\n \r\nCorrective configuration changes have been implemented, and our teams are actively working to resolve the remaining Spamhaus listing.\r\n \r\nWhile we do not yet have a confirmed ETA for resolution, we will provide further updates as progress is made.\r\n ", "state": 200, "status": 400, "datetime": "2026-10-30T16:59:20.931Z" } ], "containers_affected": [ { "_id": "61b9f47d9d4e8505426ecf4c", "name": "North America" } ], "components_affected": [ { "_id": "61daf607e2615605445a2b79", "name": "Help Desk Services" } ] }, { "_id": "6ae3ebf1ab895c05f8cfee27", "name": "x360 Recover File Browser Degredation", "datetime_open": "2026-10-30T00:59:00.000Z", "current_active": true, "messages": [ { "details": "The File Browser feature in x360Recover Vaults is temporarily offline. ConnectWise is aware of the issue with the x360Recover Vault File Browser and are working to restore the service. \r\n \r\nUntil then, please use RMC / Recover manager to recover files - \r\n\r\nhttps://docs.connectwise.com/x360Recover/Recover_with_x360Recover/File_and_Folder_Browsing_in_x360Recover_Manager", "state": 200, "status": 400, "datetime": "2026-10-30T00:59:00.000Z" }, { "details": "The File Browser feature in x360Recover Vaults remains temporarily offline. ConnectWise engineers are aware of the issue with the x360Recover Vault File Browser and continue working to restore the service. \r\n\r\nPlease continue to use RMC / Recover manager to recover files:\r\n\r\ndocs.connectwise.com/x360Recover/Recover_with_x360Recover/File_and_Folder_Browsing_in_x360Recover_Manager\r\n\r\nAdditional information will be provided as it becomes available. We appreciate your patience as we continue to work towards a solution.\r\n", "state": 200, "status": 400, "datetime": "2026-10-30T19:00:00.685Z" } ], "containers_affected": [ { "_id": "61daef6791f9bd053f0c09d5", "name": "All Regions" } ], "components_affected": [ { "_id": "69706ef588370604dd40710a", "name": "x360Recover" } ] }, { "_id": "6ad263692dc48705ab3da2cb", "name": "ConnectWise Cloud Backup Issue Investigation", "datetime_open": "2026-10-16T17:48:25.624Z", "current_active": true, "messages": [ { "details": "ConnectWise is investigating recent attempts of unauthorized access associated with the ConnectWise Cloud Backup environment. Upon detecting this threat, we promptly initiated our incident response procedures. Containment measures are in place, and our investigation continues. At this time, there is no indication that partner backup data has been accessed.\r\n\r\nOur engineering teams are continuing to explore the nature and scope of the issue. Our investigation is ongoing, and we will provide additional information as appropriate. We appreciate your patience while we work through this process.\r\n\r\nIndicators of Compromise (IOCs)\r\n\r\nThe following indicators have been associated with the reported suspicious authentication activity .\r\n\r\nSource IP Address\r\n\r\n144.172.64.128\r\n\r\nObserved User Agents\r\n\r\nPython-urllib/3.12\r\npython-requests/2.31\r\n\r\nThese indicators are provided transparency to assist with security monitoring and investigation. Their presence alone does not establish unauthorized activity or confirm compromise.", "state": 100, "status": 600, "datetime": "2026-10-16T17:48:25.652Z" }, { "details": "We recently identified unauthorized access to application identities within the ConnectWise Cloud Backup environment. \r\n\r\nAs a protective measure for our Cloud Backup partners and their clients, we are shutting off Cloud Backup application access. This will interrupt backup services for customers until further notice. \r\nWe have no indicators to date that Cloud Backup partner backup data has been compromised. The existing cloud backup archive is not impacted by this service interruption and will be accessible once services are restored. Our investigation and remediation efforts remain ongoing. \r\n\r\nHow to Check for Indicators of Compromise (IOCs) :\r\n\r\nIf you would like to review your environment for potential indicators of compromise associated with this activity, follow the steps below:  \r\n\r\n1. In the Microsoft Entra Admin Center, navigate to Monitoring → Sign-in logs, select the Service principal sign-ins tab, and filter by Application ID 506e08f9-6e9a-4da4-942b-a099a03644ae.  \r\n\r\n2. This is where the application's authentication activity is recorded.  \r\n\r\n3. The default User sign-ins tab will not display the required information.  \r\n\r\n4. In the IP address column, review authentication activity originating from IP addresses outside expected Microsoft/Azure ranges. The application's normal egress has been identified as Azure private IPv6.  \r\n\r\n5. Identified suspicious IP address: 144.172.64.128  \r\n\r\nThe presence of these indicators warrants further investigation but does not, by itself, confirm that your environment has been compromised. \r\n\r\nPlease check back with our Trust Center for updates and published guidance on monitoring your environment. Coordinate with your security team or managed security provider to review unusual application sign-ins and permission changes. Report suspicious activity to SecurityPartnerSupport@ConnectWise.com. \r\n\r\nWe recognize the impact on our partners' operations and will provide further updates, including service status through the Trust Center and Partner Care. \r\n\r\nThank you, \r\n\r\nConnectWise", "state": 200, "status": 600, "datetime": "2026-10-17T05:11:55.406Z" }, { "details": "Cloud Backup investigation and service update:\r\n\r\nWe have taken protective action following unauthorized access to application identities associated with ConnectWise Cloud Backup, formerly known as SkyKick. Our investigation remains ongoing. Since implementing the mitigations described below, we have not observed successful threat activity in the environments we monitor. \r\n\r\nActions taken:\r\n\r\nOut of an abundance of caution, we suspended Cloud Backup service by revoking certificates used for affected application connections across all users. This removed ConnectWise’s access through those connections. The shared credentials previously used for Cloud Backup are no longer valid and cannot be used. \r\n\r\nIn addition to mobilizing our internal security teams and Security Operations Center (SOC), we have engaged a reputable third-party incident response firm to support our investigation and containment efforts. Together, these teams are actively monitoring our backup infrastructure and broader environment, with the investigation extending across all partner-facing services. At this time, we have no indication that any other ConnectWise product, service, or offering is impacted. \r\n\r\nBackup data and customer environments:\r\n\r\nCloud Backup archives remain encrypted and isolated. We have no evidence that these encrypted backup archives have been accessed. Existing archives are isolated and preserved, although access and restoration remain unavailable during the service interruption. \r\n\r\nThese findings relate to our Cloud Backup environment. By design, the configuration of Cloud Backup does not provide us visibility or access to downstream partner and customer environments. As a result, we cannot determine through our investigation alone whether a particular customer’s Microsoft 365 environment experienced unauthorized activity. Partners should continue reviewing their environments with their security teams or managed security providers. \r\n\r\nInvestigation and restoration:\r\n\r\nWe are in the second phase of our investigation and response, validating critical findings and mitigation paths. This work will determine the steps required to restore service. We will communicate when we exit this phase and share restoration timing and any required partner actions as soon as possible. \r\n\r\nWe appreciate the cybersecurity community’s support and contributions to the investigation. We recognize the urgency of restoring protection for our partners and their customers. \r\n\r\nWe will publish another update later today, October 17, 2026, through the ConnectWise Trust Center, including if there is no material change. Please use the Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com. \r\n\r\nWe understand the disruption this incident is causing our partners and their customers, particularly while backup and restoration services remain unavailable. Our teams are working urgently to restore service.", "state": 200, "status": 600, "datetime": "2026-10-17T17:04:16.259Z" }, { "details": "Cloud Backup investigation and service update:\r\n\r\nWe are continuing our investigation and remediation following unauthorized access to application identities associated with ConnectWise Cloud Backup, formerly known as SkyKick. This update provides more detail on the actions we have taken, the services currently unavailable, and the suggested system checks partners should complete in their Microsoft 365 environments.\r\n\r\nActions taken by ConnectWise:\r\n\r\nAt 07:00 UTC on October 17, 2026, we disabled the seven ConnectWise application identities posted on our Trust Center page. Disabling the affected connections prevents new authentication through those connections; it does not reverse changes previously made inside a tenant.\r\n\r\nWe also suspended Cloud Backup service by revoking certificates used for affected application connections. The affected shared Cloud Backup credentials are no longer valid. Previously issued access tokens may remain usable until they expire or are otherwise invalidated. Any unauthorized credentials, permissions, or other access established through separate identities require additional review and remediation.\r\n\r\nIn addition to mobilizing our internal security teams and Security Operations Center, we engaged a reputable third-party forensics firm. Together, these teams continue monitoring our backup infrastructure and broader environment. We are also reviewing other potentially affected partner facing services. Since implementing our mitigations, we have not observed successful threat activity in the environments we monitor. Investigation and validation remain ongoing.\r\n\r\nWe are still in the investigation stage of our incident response process, validating critical findings and mitigation paths. We do not have a restoration time to share yet. We will advise partners when we exit this phase and provide reconnection or reauthorization instructions as soon as they are confirmed.\r\n\r\nService availability and backup data:\r\n\r\nCloud Backup remains suspended. Scheduled backups are not running, and access to affected backup archives and restoration capabilities remains unavailable. Existing archives remain encrypted, isolated, and preserved. We have no evidence that these archives have been accessed.\r\n\r\nAs an additional precaution, we have temporarily taken SaaS Security and Cloud Management offline while we complete our review. During this pause, SaaS Security monitoring and alerting and Cloud Management user and license management are unavailable. Please contact Partner Care for assistance with changes you would normally make through these services.\r\n\r\nThese service interruptions are proactive, protective actions. They do not, by themselves, establish that a partner or customer environment was compromised. We will communicate service-specific restoration status as our review progresses.\r\n \r\n \r\nPlease visit our Trust Center for important actions to take, technical workflows, and information on our next update.\r\n \r\nhttps://www.connectwise.com/company/trust/advisories\r\n\r\n ", "state": 200, "status": 600, "datetime": "2026-10-18T01:24:00.000Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nWe are continuing our investigation and remediation following unauthorized access to application identities associated with ConnectWise Cloud Backup, formerly known as SkyKick.\r\n\r\nAt this time, we have no new confirmed findings to report. Our previously published guidance remains unchanged and is available in the ConnectWise Trust Center.\r\n\r\nWe are contacting our entire partner base to ensure all partners are aware of the incident, the protective actions we have taken, and where to find current guidance.\r\n\r\nFor partners using the former SkyKick services, we suspended Cloud Backup in response to observed indicators of unauthorized activity. Because SaaS Security and Cloud Management are integrated with Cloud Backup, we also suspended those services out of an abundance of caution while our investigation and remediation continue. Cloud Backup jobs, archive access, and restores remain unavailable, as do SaaS Security monitoring and alerting and Cloud Management user and license management.\r\n\r\nWe have implemented containment measures and engaged third-party incident response specialists. Our teams continue monitoring the affected environments, conducting forensic analysis and threat hunting, and carrying out remediation. We are validating the effectiveness of these measures to support a controlled restoration of service.\r\n\r\nExisting backup archives remain encrypted and isolated, and we have no indication that those archives have been compromised. These findings concern stored backup archives and do not establish whether individual live Microsoft 365 environments were affected. Partners should continue following the published guidance at ConnectWise Trust Center with their security teams or managed security providers.\r\n\r\nOur incident response, engineering, and operations teams are working around the clock to restore service. We recognize the disruption this continues to cause our partners and their customers. Restoring service safely remains our top priority.\r\n\r\nWe will continue publishing updates, including when there is no material change. Our next update will be posted by 19:00 UTC on October 18, 2026.\r\n\r\nPlease use the Trust Center for current status and guidance. \r\n\r\nContact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.", "state": 200, "status": 600, "datetime": "2026-10-18T16:10:20.187Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nWe are continuing our investigation and remediation following unauthorized access to application identities associated with ConnectWise Cloud Backup, formerly known as SkyKick.\r\n\r\nOur investigation and remediation remain ongoing, and our incident response, engineering, and operations teams continue working around the clock with third-party specialists to restore service safely and as quickly as possible.\r\n\r\nFor partners using the former SkyKick services, Cloud Backup is currently suspended in response to observed indicators of unauthorized activity. Because SaaS Security and Cloud Management are integrated with Cloud Backup, we also suspended those services out of an abundance of caution while our investigation and remediation continue.\r\n\r\nWe recognize the continued disruption to your business and your customers, particularly while backup and restoration services remain unavailable.\r\n\r\nAdditional IP Indicators:\r\n\r\nThe following IP addresses were shared with us through downstream security monitoring of partner and customer environments. Partners should include these addresses when reviewing available Microsoft 365 authentication and audit logs.\r\n\r\n144.172.64[.]99 NEW\r\n144.172.64[.]60 NEW\r\n144.172.64[.]128 PREVIOUSLY LISTED\r\n\r\n\r\nDetailed guidance for partners and customer administrators:\r\n\r\nOur previously published guidance remains in effect. The Cloud Backup technical investigation and remediation guide provides detailed instructions for reviewing your MSP’s Microsoft 365 environment and each customer environment you manage. It covers affected application identities, sign-in and audit records, credentials, permissions, role assignments, and potential persistence through other identities or mailbox changes.\r\n\r\nIf you provide these services through a reseller, distributor, or marketplace arrangement, ensure this guidance reaches the administrator responsible for each customer tenant. If you do not administer those environments directly, coordinate with the customer’s IT administrator or security provider to confirm that the guidance has been received and the review is being addressed.\r\n\r\nWe will continue publishing updates, including when there is no material change. Our next update will be posted by 1:00 UTC on October 19, 2026.\r\n\r\nPlease use the ConnectWise Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.", "state": 200, "status": 600, "datetime": "2026-10-18T19:01:00.000Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nOur incident response, engineering, and operations teams continue working around the clock with third-party specialists to advance the investigation, complete remediation, and validate services for a safe restoration. We are responsible for restoring service safely and providing clear, timely updates.\r\n\r\nContainment measures remain in place. Since implementing mitigations, we have not observed successful threat activity in the environments we monitor.\r\n\r\nCloud Backup, SaaS Security, and Cloud Management remain suspended while remediation and security validation continue. Scheduled backups, archive access, and restores remain unavailable, along with SaaS Security monitoring and alerting and Cloud Management user and license management.\r\n\r\nWe understand that this interruption affects your ability to support your customers. We do not yet have a confirmed restoration time and will share a timeline as soon as we can do so reliably.\r\n\r\nActions for partners:\r\n\r\nPlease follow the Cloud Backup technical investigation and remediation guide. Review your own Microsoft 365 tenant and each customer tenant you manage, and keep affected applications disabled pending formal restoration instructions.\r\n\r\nIf you provide services through a reseller, distributor, or marketplace, ensure the administrator responsible for each customer tenant receives and acts on this guidance.\r\n\r\nOur next update will be published by October 19 at 09:00 UTC. We will communicate significant developments sooner.\r\n\r\nVisit the ConnectWise Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.", "state": 200, "status": 600, "datetime": "2026-10-19T01:28:30.701Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nThe findings and partner guidance shared previously remain current as of this update.\r\n\r\nOur incident response, engineering, and operations teams continue advancing the investigation and remediation with third-party specialists. This work includes validating findings, verifying containment measures, and completing the security checks needed to restore services safely. We are responsible for this work and for keeping you informed.\r\n\r\nContainment measures remain in place. Since implementing mitigations, we have not observed successful threat activity in the environments we monitor since October 17, 05:00 UTC.\r\n\r\nCloud Backup, SaaS Security, and Cloud Management remain suspended. Scheduled backups, archive access, and restores remain unavailable, along with SaaS Security monitoring and alerting and Cloud Management user and license management.\r\n\r\nWe recognize the continued disruption to your operations and your customers. Our teams remain focused on restoring service safely. We do not yet have a confirmed restoration time and will share a timeline and any required reconnection instructions as soon as they are confirmed.\r\n\r\nActions for partners\r\n\r\nPlease continue following the Cloud Backup technical investigation and remediation guide. Review your own Microsoft 365 tenant and each customer tenant you manage, and keep affected applications disabled pending formal restoration instructions.\r\n\r\nIf you provide services through a reseller, distributor, or marketplace, ensure the administrator responsible for each customer tenant receives and acts on this guidance.\r\n\r\nOur next update will be published by October 19 at 19:00 UTC. We will communicate significant developments sooner.\r\n\r\nVisit the ConnectWise Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n", "state": 200, "status": 600, "datetime": "2026-10-19T14:21:30.345Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nAs previously reported, we identified unauthorized access to application identities associated with Cloud Backup, formerly SkyKick.\r\n\r\nOur teams and third-party specialists continue advancing remediation, resetting accounts, replacing application credentials, and validating the affected environment for safe restoration. We take responsibility for keeping you informed and restoring service safely.\r\n\r\nTechnical webinars for partners:\r\n\r\nWe are launching technical webinars every two hours beginning today, October 20, at 18:00 UTC.\r\n\r\nThe sessions provide a hands-on walkthrough of Microsoft Entra ID sign-in and audit logs, application registrations, credentials, and permissions to support investigation of your Microsoft 365 tenants, including legacy backup integrations. Register and select a session here: \r\n\r\nhttps://www.connectwise.com/webinars/cloud-backup-technical-investigation-and-remediation\r\n\r\nActions completed and work underway:\r\n\r\nWe have disabled affected application connections, strengthened administrative-access protections, engaged independent specialists, and published technical investigation guidance. SaaS Security and Cloud Management remain suspended as a precaution because they are integrated with Cloud Backup.\r\nWe are monitoring our entire environment around the clock. Since mitigations began on October 17 at 05:00 UTC, we have not observed successful threat activity in the environments we monitor. This does not establish whether individual partner or customer Microsoft 365 tenants were affected; each potentially affected tenant still requires review.\r\n\r\nWe have no indication that other ConnectWise products, services, or offerings are impacted beyond these three services. We plan a controlled, phased restoration following required remediation and security validation, with partner instructions provided before re-enablement.\r\n\r\nService availability and stored backups:\r\n\r\nExisting backup archives remain encrypted, isolated, and preserved, with no indication of compromise. Cloud Backup jobs, archive access, and restores remain unavailable, along with SaaS Security monitoring and alerting and Cloud Management user and license management.\r\n\r\nWe recognize the disruption to your business and customers and will share restoration timing as soon as it is confirmed.\r\n\r\nActions for partners:\r\n\r\nContinue following the technical investigation and remediation guide and accompanying video for your own and managed customer tenants. Keep affected applications disabled pending formal restoration instructions.\r\n\r\nResellers, distributors, and marketplace partners should ensure this guidance reaches responsible customer administrators.\r\nOur next update will be published by October 20 at 19:00 UTC. We will communicate significant developments as they are confirmed.\r\n\r\nVisit the Trust Center for updates. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n\r\n\r\n ", "state": 200, "status": 600, "datetime": "2026-10-20T13:01:00.000Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nAs previously reported, we identified unauthorized access to application identities associated with Cloud Backup, formerly SkyKick.\r\n\r\nWe have completed an account and credential reset in the affected Cloud Backup environment and are preparing for phased service restoration. We take responsibility for keeping you informed and restoring service safely.\r\n\r\nAccount and credential reset completed:\r\n\r\nOn October 19, we completed a full reset of all accounts and credentials in the affected Cloud Backup environment. We continue monitoring around the clock and are completing security validation before moving to the next phase.\r\n\r\nPreparing for phased restoration:\r\n\r\nOur engineering and operations teams are preparing to restore services in controlled phases. Each step will proceed only after passing a security review. We will restore core infrastructure first, with additional review of the most sensitive connections.\r\n\r\nOnce restoration begins, we expect the process to take several days. We will share a more reliable timeline after the first full day of restoration work and provide instructions before partners need to re-enable connections.\r\n\r\nCloud Backup, SaaS Security, and Cloud Management remain suspended. Scheduled backups, archive access, restores, SaaS Security monitoring and alerting, and Cloud Management user and license management remain unavailable. We recognize the continued disruption to your business and customers.\r\n\r\nOngoing investigation:\r\n\r\nWe continue working with independent third-party specialists to determine how the unauthorized access first occurred and its full scope. Review of individual partner and customer Microsoft 365 tenants remains essential.\r\n\r\nActions for partners:\r\n\r\nKeep affected Cloud Backup application connections disabled until ConnectWise provides formal re-enablement instructions. Continue reviewing your own Microsoft 365 tenant and each managed customer tenant using the technical investigation and remediation guide.\r\n\r\nOur technical webinar series provides hands-on walkthroughs of the investigation guidance.\r\n\r\nResellers, distributors, and marketplace partners should ensure this guidance reaches responsible customer administrators.\r\n\r\nWe will continue sharing progress and restoration updates through the ConnectWise Trust Center. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n\r\n", "state": 200, "status": 600, "datetime": "2026-10-20T19:05:38.386Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nAs previously reported, we identified unauthorized access to application identities associated with Cloud Backup, formerly SkyKick.\r\n\r\nWe continue advancing remediation and security validation as we prepare for phased service restoration. Following the completed account and credential reset in the affected Cloud Backup environment, we remain focused on validating remediation and preparing to restore services safely. Previously published findings and partner guidance remain current.\r\n\r\nTechnical resources for partners:\r\n\r\nReviewing individual Microsoft 365 environments remains essential. Our technical investigation and remediation guide provides detailed steps for reviewing your own tenant and each managed customer tenant, including legacy SkyKick integrations.\r\n\r\nWe have launched our technical webinar series, with sessions continuing every two hours to help partners apply the published guidance. These sessions provide hands-on walkthroughs of Microsoft Entra ID sign-in and audit logs, application registrations, credentials, and permissions. Please register for an upcoming session and share the invitation with the administrators responsible for your customer environments.\r\n\r\nKeep affected application connections disabled until ConnectWise provides formal re-enablement instructions.\r\n\r\nResellers, distributors, and marketplace partners should ensure this guidance reaches the responsible customer administrators.\r\n\r\nService status:\r\n\r\nCloud Backup, SaaS Security, and Cloud Management remain suspended. Existing backup archives remain encrypted, isolated, and preserved, with no indication of compromise. These findings do not establish whether individual partner or customer Microsoft 365 environments were affected.\r\n\r\nWe continue monitoring our partner-facing services and broader environment around the clock, with no indication that other ConnectWise products, services, or offerings are impacted.\r\n\r\nWe recognize the continued disruption to your business and customers. We will share restoration timing and any required reconnection instructions as soon as confirmed.\r\n\r\nOur next update will be published by October 21 at 13:00 UTC. We will communicate significant developments sooner as they are confirmed.\r\n\r\nVisit the ConnectWise Trust Center for current facts, service status, and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n\r\n", "state": 200, "status": 600, "datetime": "2026-10-21T01:07:27.416Z" }, { "details": "Cloud Backup service interruption update\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nWe have begun restoring services in controlled phases, following remediation and security validation.\r\n\r\nOur teams and independent specialists continue validating the affected environment, with each restoration step subject to security review.\r\n\r\nWe expect restoration to take several days. Service availability will return in stages, and the start of restoration does not mean all capabilities are available. We recognize the continued disruption to your business and customers and remain focused on restoring service safely.\r\n\r\nPartner reconnection instructions:\r\n\r\nWe will publish step-by-step instructions explaining when and how partners should reconnect affected services, including any required reauthorization and verification steps. Keep affected application connections disabled until ConnectWise provides formal instructions for your service.\r\n\r\nWe will share service-specific availability and more precise restoration timing as they are confirmed.\r\n\r\nTechnical resources for partners:\r\n\r\nReviewing individual Microsoft 365 environments remains essential as restoration progresses. Our technical investigation and remediation guide provides detailed steps for reviewing your own tenant and each managed customer tenant, including legacy SkyKick integrations.\r\n\r\nOur technical webinar series continues every two hours to help partners apply the guidance. Sessions provide hands-on walkthroughs of Microsoft Entra ID sign-in and audit logs, application registrations, credentials, and permissions. Please register for an upcoming session and share these resources with the administrators responsible for your customer environments.\r\n\r\nResellers, distributors, and marketplace partners should ensure this guidance reaches the responsible customer administrators.\r\n\r\nInvestigation and monitoring:\r\n\r\nOur investigation continues alongside restoration. Existing backup archives remain encrypted, isolated, and preserved, with no indication of compromise. These findings do not establish whether individual partner or customer Microsoft 365 environments were affected.\r\n\r\nWe continue monitoring our partner-facing services and broader environment around the clock, with no indication that other ConnectWise products, services, or offerings are impacted.\r\n\r\nOur next update will be published by October 21 at 19:00 UTC. We will communicate significant developments sooner as they are confirmed.\r\n\r\nVisit the ConnectWise Trust Center for current facts, service status, and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.", "state": 200, "status": 600, "datetime": "2026-10-21T14:35:03.073Z" }, { "details": "Cloud Backup investigation and restoration update\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nPhased restoration is underway, with each step subject to security validation.\r\n\r\nWe expect restoration to take several days and will share service-specific availability and reconnection instructions as confirmed. Keep affected connections disabled until formal instructions apply to your service.\r\n\r\nInvestigation and monitoring continue. Existing backup archives remain encrypted, isolated, and preserved, with no indication of compromise. We have no indication that other ConnectWise products, services, or offerings are impacted by this incident.\r\n\r\nIndividual Microsoft 365 tenants still require review for unauthorized changes or persistent access. Please follow the technical guide and technical webinars for your own and managed customer environments.\r\n\r\nWe recognize the continued disruption and remain focused on restoring service safely.\r\n\r\nBeginning October 22, we will publish updates twice daily, with significant developments shared sooner.\r\n\r\nVisit the Trust Center for updates. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.", "state": 200, "status": 600, "datetime": "2026-10-22T00:52:00.000Z" }, { "details": "As previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nOur teams and independent specialists continue advancing phased restoration, completing the security validation required at each step.\r\n\r\nWe will share service-specific availability and reconnection instructions as they are confirmed. Previously published findings and partner guidance remain current.\r\n\r\nWe recognize the continued disruption to your business and customers and remain focused on restoring service safely. Keep affected connections disabled until formal instructions apply to your service.\r\n\r\nInvestigation and monitoring continue alongside restoration. Existing backup archives remain encrypted, isolated and preserved, with no indication of compromise. We have no indication that other ConnectWise products, services or offerings are impacted by this incident.\r\n\r\nReviewing individual Microsoft 365 environments remains essential. Continue using the technical investigation and remediation guide and technical webinars for your own and managed customer environments.\r\n\r\nOur next update will be published by October 23 at 01:00 UTC. We will communicate significant developments sooner.\r\n\r\nVisit the Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n ", "state": 200, "status": 600, "datetime": "2026-10-22T13:22:42.773Z" }, { "details": "Cloud Backup investigation and restoration update\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nService restoration work is progressing. We anticipate completing the testing and security validation of the restored environment by the end of this weekend. Subject to successful completion, this milestone will allow us to begin returning capabilities to partners in phases.\r\n\r\nWhat partners can expect\r\n\r\n1. Backup restoration access first. For partners who need to restore data from existing backups, we will provide a process to do so. We currently anticipate enabling this capability early next week, following successful service restoration testing and validation.\r\n\r\n2. Full service re-enrollment to follow. We will then begin phased re-enrollment, providing step-by-step instructions, video tutorials and webinars to help partners re-establish service and verify successful operation.\r\n\r\nKeep affected application connections disabled until ConnectWise provides instructions that apply to your service. We will share confirmed availability and any changes to the anticipated timing through the Trust Center.\r\n\r\nInvestigation and monitoring continue alongside restoration. Existing backup archives remain encrypted, isolated and preserved, with no indication of compromise. We have no indication that other ConnectWise products, services or offerings are impacted by this incident.\r\n\r\nReviewing individual Microsoft 365 environments remains essential. Continue following the technical investigation and remediation guide and using the technical webinars for your own and managed customer environments.\r\n\r\nWe recognize the continued disruption to your business and customers and remain focused on restoring service safely.\r\n\r\nStarting Friday October 23, we will move to once daily updates, with significant developments shared sooner.\r\n\r\nVisit the ConnectWise Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n", "state": 200, "status": 600, "datetime": "2026-10-23T01:11:08.973Z" }, { "details": "Cloud Backup investigation and restoration update\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nOur teams and independent specialists continue restoration, testing and security validation, with phased partner onboarding targeted for Monday, October 26.\r\n\r\nWhat partners can expect\r\n\r\n1. Backup restoration access first. We anticipate enabling a process for partners to restore data from existing backups Monday, following successful testing and validation.\r\n\r\n2. Full service re-enrollment to follow. We will then begin phased re-enrollment, supported by step-by-step instructions, video tutorials and webinars to help partners re-establish service and verify successful operation.\r\n\r\nPreviously published findings and partner guidance remain current. Keep affected application connections disabled until ConnectWise provides instructions that apply to your service. Infrastructure restoration does not mean all partner capabilities are available. We will share confirmed availability and any changes to anticipated timing through the Trust Center.\r\n\r\nExisting backup archives remain encrypted, isolated and preserved, with no indication of compromise. We have no indication that other ConnectWise products, services or offerings are impacted by this incident.\r\n\r\nReviewing individual Microsoft 365 environments remains essential. Continue using the technical investigation and remediation guide and technical webinars for your own and managed customer environments.\r\n\r\nWe recognize the continued disruption to your business and customers and remain focused on restoring service safely.\r\n\r\nOur next daily update will be published by October 26 at 14:00 UTC. We will communicate significant developments sooner.\r\n\r\nVisit the ConnectWise Trust Center for current status and guidance. Contact Partner Care for service assistance and report suspicious activity to SecurityPartnerSupport@ConnectWise.com.\r\n\r\n", "state": 200, "status": 600, "datetime": "2026-10-26T13:22:43.031Z" }, { "details": "Cloud Backup investigation and restoration update\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nOur teams and independent specialists continue restoration, testing and security validation.\r\n\r\nWe continue preparing for phased partner onboarding and will provide an update as soon as partners can begin restoring data from existing backups.\r\n\r\nWhat partners can expect\r\n\r\n1. Backup restoration access first. We are first enabling a process for partners to restore data from existing backups.\r\n\r\n2. Full service re-enrollment to follow. We will then begin phased re-enrollment, supported by step-by-step instructions, video tutorials and webinars to help partners re-establish service and verify successful operation.\r\n\r\nPreviously published findings and partner guidance remain current. Keep affected application connections disabled until ConnectWise provides instructions that apply to your service. Infrastructure restoration does not mean all partner capabilities are available. We will share confirmed availability and any changes to anticipated timing through the Trust Center.\r\n\r\nInvestigation and monitoring continue alongside restoration. Existing backup archives remain encrypted, isolated and preserved, with no indication of compromise. We have no indication that other ConnectWise products, services or offerings are impacted by this incident.\r\n\r\nReviewing individual Microsoft 365 environments remains essential. Continue using the technical investigation and remediation guide and technical webinars for your own and managed customer environments.\r\n\r\nWe recognize the continued disruption to your business and customers and remain focused on restoring service safely.\r\n\r\nOur next daily update will be published by October 27 at 14:00 UTC. We will communicate significant developments sooner.", "state": 200, "status": 600, "datetime": "2026-10-27T02:00:42.690Z" }, { "details": "Cloud Backup phased restoration begins — partner action required\r\n\r\nAs previously reported, we identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.\r\n\r\nWe are beginning phased restoration, starting with Microsoft 365 backups and restores through a new, security-hardened application. Other features will return in phases over the coming days. We recognize the disruption to your business and customers and appreciate your patience as we restore service.\r\n\r\nPartners must re-authorize each Microsoft 365 tenant using the new application, “ConnectWise Cloud Backup for M365,” to resume backup and restore operations. Please visit the ConnectWise Trust Center for detailed instructions on this process.\r\n\r\nhttps://www.connectwise.com/company/trust/advisories#cloudbackup\r\n\r\n ", "state": 200, "status": 600, "datetime": "2026-10-28T17:09:00.000Z" } ], "containers_affected": [ { "_id": "61daef6791f9bd053f0c09d5", "name": "All Regions" } ], "components_affected": [ { "_id": "69365b2b85256305e084f143", "name": "Cloud Backup" }, { "_id": "69365b511c388c05fa1656cf", "name": "Cloud Migration" }, { "_id": "69365b7bc8735e05e150db5b", "name": "Cloud Services Portal" }, { "_id": "69365b6816beb405fbca888d", "name": "SaaS Security & Cloud Automation" } ] }, { "_id": "69a6a1aef71ca90595aa313f", "name": "Support Case Submissions Currently Unavailable in Axcient Portal", "datetime_open": "2026-03-03T08:54:00.000Z", "current_active": true, "messages": [ { "details": "The backend performance issue affecting support case submissions in the Axcient portal has been fully resolved. Partners can now submit new product support cases through the portal without interruption. Support response times have returned to normal, and all services are operating as expected.", "state": 400, "status": 100, "datetime": "2026-03-03T08:54:00.000Z" } ], "containers_affected": [ { "_id": "619cf82551fec9053d612f18", "name": "APAC" }, { "_id": "61b8d9ae562df105388c35d0", "name": "EMEA" }, { "_id": "61b9f47d9d4e8505426ecf4c", "name": "North America" }, { "_id": "61daef6791f9bd053f0c09d5", "name": "All Regions" }, { "_id": "625801092adc1204da881406", "name": "Other Regions" } ], "components_affected": [ { "_id": "69706f1ee45ee904e8e6aac0", "name": "x360Cloud" }, { "_id": "69706f4010633704dad3cc52", "name": "x360Portal" }, { "_id": "69706ef588370604dd40710a", "name": "x360Recover" }, { "_id": "69706f31b4db2704d6ca3f6a", "name": "x360Sync" } ] } ], "maintenance": { "active": [], "upcoming": [] } } }