Nexcess Status

Resolved: The issue affecting the third-party platform used by our Support teams has been resolved. The provider has confirmed that service stability and performance have returned to expected levels, and our teams are no longer seeing ongoing impact.

Support case access and case management functionality have returned to normal.

We apologize for the disruption and any delays this may have caused.

Investigating: We are currently aware of an issue affecting a third-party platform used by our Support teams to manage and respond to client cases. The provider is actively investigating the issue and working toward a resolution.

As a result, clients may experience delays in responses to support cases while the issue is ongoing. Our teams are monitoring the situation and will continue responding to cases as quickly as possible.

We will provide further updates as more information becomes available.

Resolved: The issue affecting the third-party platform used by our Support teams has been resolved. The provider has confirmed that service stability and performance have returned to expected levels, and our teams are no longer seeing ongoing impact.

Support case access and case management functionality have returned to normal.

We apologize for the disruption and any delays this may have caused.

Investigating: We are currently aware of an issue affecting a third-party platform used by our Support teams to manage and respond to client cases. The provider is actively investigating the issue and working toward a resolution.

As a result, clients may experience delays in responses to support cases while the issue is ongoing. Our teams are monitoring the situation and will continue responding to cases as quickly as possible.

We will provide further updates as more information becomes available.

Identified: Our technical teams continue to actively work through the remediation process across affected environments. The patch rollout is progressing in batches, with teams continuing to apply the available Adobe security patch across affected Magento versions.

We are also continuing system scans and validation of patched environments to help ensure affected sites can be safely restored to a known-good state. We will continue to keep clients informed as meaningful progress is made.

If you need assistance or have any concerns, please contact our Support team.

Identified: Our Engineering teams continue to make progress on containment, investigation, and remediation across affected environments.

Adobe has recently released a patch addressing the underlying vulnerability. Our technical teams are actively applying the patch across affected environments in batches. There is no specific priority or ordering for the affected Magento versions; the rollout is progressing batch by batch, with our teams continuing to apply the patch across all affected versions.

At the same time, we will continue deep-system scans and validate the patched environments to ensure safe recovery paths and restore impacted sites to a known-good state.

We will continue to share updates as additional remediation details and progress become available.

If you need assistance or have any concerns, please contact our Support team.

Identified: Our technical teams continue to make progress on containment, investigation, and remediation across affected environments.

Adobe has recently released a patch addressing the underlying vulnerability. Our technical teams are actively reviewing, testing, and deploying the patch while continuing deep-system scans and validating safe recovery paths to restore impacted sites to a known-good state.

We will continue to share updates as new remediation details become available. Please contact Support if you have any questions or require assistance in the meantime.

Identified: Our Security and Engineering teams remain actively engaged in the ongoing containment, investigation, and remediation efforts across affected environments.

Our teams continue to review scanning results, validate findings, and take appropriate remediation actions where potential compromise has been identified. Restoration efforts are also progressing as we work to safely return affected sites to a known-good state.

We understand the importance and urgency of this situation and appreciate your continued patience. We will provide further updates as meaningful progress is made and additional remediation details become available.

If you need assistance or have any concerns, please contact our Support team.

Identified: Our Security and Engineering teams continue to work on containment and remediation efforts across affected environments. Deep-system scanning remains active as we work to identify, isolate, and quarantine compromised instances.

Restoration planning is also ongoing, with our technical teams validating safe recovery paths for impacted sites. While a precise time-to-resolution is still being established, restoring full system integrity safely remains our highest priority.

We appreciate your continued patience as this work continues. We will provide another status update as soon as there are meaningful developments or milestones to share.

If you need assistance or have any concerns, please contact our Support team.

Identified: Our Security and Engineering teams remain actively engaged and are continuing to investigate the affected environments. Confirmed threats are being quarantined as part of our ongoing containment efforts, while findings are reviewed and validated.

We are also preparing to begin restoration work where necessary. An estimated restoration timeline is not yet available, but we will share additional details as soon as they are confirmed. This remains a high priority, and we will continue to provide updates as progress is made.

Identified: Our teams remain actively engaged and are continuing to investigate the Magento vulnerability and its potential impact. Security and Engineering are working closely to validate findings, expand scanning, and provide clear remediation guidance for any confirmed cases.

We understand the importance and urgency of this situation and really appreciate your patience. This remains a high priority for us, and we’re here to support you throughout the process.

We recommend continuing to monitor your environment for unusual activity or unexpected changes. If you notice anything suspicious or believe your site may have been affected, please reach out to Support.

We’ll continue to closely monitor the situation and share further updates as more information becomes available. Thank you for your patience.

Identified: Our security teams are actively scanning affected environments for indicators of compromise. Initial scanning has identified potential findings that are currently being reviewed and validated. We are continuing to enhance our scanning capabilities to provide additional visibility into potential compromises.

We are also reviewing affected Magento environments and developing remediation guidance for confirmed cases.

Customers may experience some impact if their storefront or applications rely heavily on GraphQL, including headless/PWA implementations.

We recommend continuing to monitor your environment for unusual activity or unexpected changes and contacting Support if you observe any issues or suspect your site may have been compromised.

Our teams will continue to monitor the situation closely and provide further updates as additional information becomes available.

Identified: As part of our ongoing mitigation efforts, we have implemented additional security protections across affected Magento/Adobe Commerce environments. This includes a full block on GraphQL requests to help reduce the risk of unauthorized code execution.

Customers using headless/PWA storefronts or applications that rely heavily on GraphQL may experience some impact from these protections.

At this time, there is no official vendor patch available.

We recommend continuing to monitor your site for unusual activity or unexpected changes and contacting Support if you notice any issues with your storefront or suspect your site may have been compromised. We will provide further updates once an official security patch becomes available.

Our teams are continuing to monitor the affected environments and the effectiveness of these mitigations. We will continue to assess the situation and provide additional updates as new information becomes available.

Identified: We are aware of recent reports regarding a critical, unpatched zero-day vulnerability, commonly referred to as “StyleSmuggler”, affecting Magento and Adobe Commerce.

At this time, our teams are actively reviewing server environments to assess any potential impact. As a precautionary measure, our Security team is implementing the appropriate mitigations while we continue our investigation and monitor for further guidance. We will provide further updates as more information becomes available.

If you need assistance or have any concerns, please contact our Support team .

Resolved: This incident has been resolved.

Monitoring: Our engineers have successfully recovered the impacted cloudhosts.

We are continuing to monitor the environment to ensure stability and will keep this space updated as needed

Investigating: We are currently investigating a performance issue affecting a subset of our cloudhosts, cloudhost-4892688.us-midwest-2.nxcli.net and cloudhost-4892180.us-midwest-2.nxcli.net, in the US-Midwest-2 region. Customers may experience slowness or degraded performance, and there is a potential for service interruption while the issue is being investigated.

Our systems engineers have been engaged and are working to identify the cause and restore normal performance as quickly as possible.

We appreciate your patience. If you have any questions or concerns, please contact us via live chat or case.