Backup issue: what happened and how we've resolved it

Last Thursday, 30 July, we detected errors in the backups of some of our users. Although it was fixed within just a few hours, another issue came up over the weekend as a result of the adjustments that had been made.

Everything is now resolved, but we want to be transparent with you about what happened, what we've done, and how it affects you in terms of storage, backups, and billing.

What happened

Following a complete rewrite of our scheduled job systems, the backups of some sites connected to Modular DS stopped running correctly.

To get them running again as soon as possible, we applied a measure that retried the backups that had failed.

This had a side effect: instead of generating incremental backups (as you have them configured), full backups were generated, and they kept being generated as full over the following days for all users who had daily incremental backups set up.

As a result, since the backups took up considerably more space than expected, some users ran out of available storage in their account, and new backups failed for that reason.

It's already fixed

We've corrected the problem, and it's no longer happening. Your next backups will run incrementally again if that's your configuration, without you having to do anything on your end.

What happens with the affected backups and your storage

We know that running out of space can be a problem, so we've made an adjustment so that these full backups don't fill up your storage and you can keep working as if nothing had happened.

In your backup list you'll see these backups marked as "Full", but for storage purposes they'll count as an incremental backup. You'll be able to see this in the backup size column. In other words, they're still full backups, but they don't take up the space a real full backup would.

Backups that failed due to exceeded storage

In addition, all backups that failed afterwards because storage was exceeded will be retried within the next few hours, to make sure your sites still have backups you can turn to if something goes wrong.

How it affects your billing

We also want to reassure you on this point: this incident won't mean any additional cost on your bill.

The storage overage charge is calculated based on the average space used during the days of the month. Since those full backups caused your storage to spike temporarily on those days, we're adjusting those days so they're counted as if everything had worked normally, that is, as if the incremental backups had been made.

Our apologies

We're truly sorry for any inconvenience this incident may have caused you. The reliability of your backups is a priority for us, and this problem actually stemmed from the very improvements and optimizations we're making so that they keep becoming more and more reliable. That's why we're reviewing everything that happened to make sure it doesn't occur again with future changes.

If you have any questions about how this has affected you, write to us at help@modulards.com and we'll be glad to help.

Updated on: 03/08/2026