Service Update: PHP Security Patching and Live Chat Suspended
Thank you for your patience while we work to protect your websites from the critical PHP vulnerability.
Where we are
Our team worked through the night to patch our servers, and the last few are being completed now. Some patches need a server reboot, which takes longer. A small number of servers have not come back online after rebooting, so a member of our team is at the data centre working on them.
Several of our software vendors have also just released additional patches overnight, so we're applying these across the whole fleet as well. We need to give this priority.
Live chat is temporarily unavailable
Half of our team worked overnight, so we have fewer staff available this morning, and patching has to come first. To give every client a fair service, we've temporarily switched off live chat.
Live chats take our team much longer to handle than tickets. This morning, multiple chats asking for tasks to be done while the client waited, such as PHP upgrades, kept our team away from the helpdesk, where more than 100 clients are already waiting for help.
Please raise a support ticket for all requests. Tickets are handled in order, and we will work as fast as we can. To raise a ticket please email support@bigwetfish.co.uk
If your service is down
If your website or service is offline, please put SERVICE IMPACTING in capital letters in your ticket subject line. This tells our team to prioritise your ticket.
Routine work is paused today
Website migrations and non-urgent support requests are on hold today. We'll pick them up again as soon as patching is complete.
Why this matters
This vulnerability affects websites worldwide. PHP powers around 70% of the web, and the issue is being widely reported in the news; searching "PHP vulnerability" will show you the scale of it. Securing your websites is our top priority today.
Thank you for your understanding and support.
The BigWetFish Team
