*Last updated: October 29, 2026*
Update October 28: the service is being restored
ConnectWise Cloud Backup is running again. According to the ConnectWise update of October 28 (16:00 UTC), phased restoration has begun. Microsoft 365 backups and restores come back first, through a new, security-hardened application. Monitoring, backup health, exports, billing and notifications will follow over the coming days.
Each tenant is reconnected. Every Microsoft 365 tenant has to re-authorize the new ConnectWise application. Only then are backups made for that tenant again through ConnectWise.
Switched to uBackup? Then you do not need to do anything. We have already moved most Universal.Cloud customers to uBackup. For them we deliberately do not reconnect ConnectWise: their backups run through uBackup.
Old connections stay off. Do not re-enable the previously disabled Cloud Backup app connections yourself. ConnectWise uses the new application instead.
Your existing backups are safe. According to ConnectWise, existing backups remain encrypted and isolated, with no indication of compromise.
Not switched yet? Then we check that the new backups through ConnectWise actually succeed. If this requires consent from your administrator, we will contact you. Would you still rather switch to uBackup? Create a ticket in the portal or contact us.
Update October 27
No restoration date yet. According to the latest ConnectWise update (October 27, 14:30 UTC), preparations for restoration are complete. ConnectWise is still waiting for a required third-party validation. Only after that can restoration begin. ConnectWise has not given a date.
Restores first, then backups. After validation, you will first be able to restore data from the existing backups again. Partners will then be reconnected in phases, so that new backups are made again. Until then, no backups are made and no restores are possible.
Your existing backups are safe. According to ConnectWise, existing backups remain encrypted and isolated, with no indication of compromise.
Keep the connections disabled. ConnectWise's advice has not changed: do not re-enable the disabled Cloud Backup app connections yourself, but wait for instructions from ConnectWise.
Would you rather not wait? You can switch to uBackup immediately. Create a ticket in the portal or contact us, and we will set it up for you.
Update October 22
ConnectWise has started restoration. Restoration work on Cloud Backup has begun. However, ConnectWise has indicated that it may take several more days before all services are restored.
Still no backups or restores. At this time, no new backups are being made and no restores can be performed.
Would you rather not wait? You can switch to uBackup immediately. Create a ticket in the portal or contact us, and we will set it up for you.
Update October 21
No expected restoration date yet. ConnectWise has still not said when Cloud Backup will be working again, so no new backups are being made.
We are actively moving customers to uBackup. Because restoration is taking so long, we are no longer waiting. We are now moving customers to uBackup, the backup service of Universal.Cloud. uBackup keeps a recovery copy of your Microsoft 365 data in a separately managed European environment, with storage in Germany, and is managed within our ISO 27001-certified management system.
All Universal.Cloud customers can make use of this. Would you like to switch? Create a ticket in the portal or contact us, and we will set up uBackup for you.
You can switch immediately. ConnectWise services you purchase through Universal.Cloud can be cancelled monthly. If you switch to uBackup, we will cancel your ConnectWise subscription for you as soon as the ConnectWise portal is accessible again. You do not need to do anything yourself.
Update October 19, 08:00
The backup cycle has not been restored yet. ConnectWise is still working on restoring Cloud Backup, so no new backups are being made yet.
Investigation into misuse of your tenant. For our SecaaS customers, we have now investigated whether there are signs of misuse in their Microsoft 365 tenant. If you do not have SecaaS, you can check this yourself with the ConnectWise technical investigation and remediation guide (PDF). Of course, we can also carry out this investigation for you.
Would you like us to investigate your tenant? Create a ticket in the portal and we will get in touch with you.
Original notice, October 17
ConnectWise, the supplier of the Microsoft 365 backup we manage for many of our customers, informed us this morning of a security incident. ConnectWise identified unauthorized access to application identities within the ConnectWise Cloud Backup (formerly SkyKick) environment. As a precaution, ConnectWise has shut off Cloud Backup application access. As a result, no new backups are made until further notice.
On this page we share what we know as fully as we can, and we will update it as soon as there is news.
What we know now
- Backups are temporarily paused. Until ConnectWise restores the service, no backups of your Microsoft 365 environment are made and no restores can be performed.
- No indicators that backup data has been compromised. According to ConnectWise, there are no signs to date that customer backup data has been accessed or stolen. The investigation and remediation are ongoing.
- Your existing archive remains intact. The backup archive is not affected by the interruption and will be accessible again once the service is restored.
- Your Microsoft 365 environment works as usual. Mail, Teams, OneDrive and SharePoint work normally. Only the backup service is affected.
What you can do now
Be careful when deleting data. While no new backups are made, recently deleted items can only be recovered through the built-in Microsoft 365 options: the Deleted Items folder in Outlook and the OneDrive and SharePoint recycle bins.
What we are doing
We are monitoring the situation closely. Once the service is restored, we will run checks to confirm that our customers' backups are running fully again. When there is new information, we will update this page and inform you directly.
Do you have questions about your situation? Feel free to contact us at support@universal.cloud or call +31 26 202 0020. We are happy to help.
