October 16, 5:47pm BST

ConnectWise have recently identified unauthorized access to application identities within the ConnectWise Cloud Backup (formerly known as SkyKick) Services environment.

As a protective measure for you and your clients, ConnectWise are shutting off Cloud Backup application access. This will interrupt backup services for customers until further notice.

ConnectWise have no indicators to date that Cloud Backup partner backup data has been compromised. Your existing cloud backup archive is not impacted by this service interruption and will be accessible once services are restored. Our investigation and remediation efforts are ongoing.

Please refer to the ConnectWise 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.

October 21, 2:21pm BST

As previously reported, ConnectWise identified unauthorized access to application credentials associated with Cloud Backup, formerly SkyKick.

ConnectWise have begun restoring services in controlled phases, following remediation and security validation.

Their teams and independent specialists continue validating the affected environment, with each restoration step subject to security review.

They 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.

Partner reconnection instructions:

ConnectWise 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.

ConnectWise will share service-specific availability and more precise restoration timing as they are confirmed.

Technical resources for partners:

Reviewing individual Microsoft 365 environments remains essential as restoration progresses. ConnectWise's technical investigation and remediation guide provides detailed steps for reviewing your own tenant and each managed customer tenant, including legacy SkyKick integrations.

ConnectWise's 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.

Investigation and monitoring:

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.

The ConnectWise Team continue to monitor their partner-facing services and broader environment around the clock, with no indication that other ConnectWise products, services, or offerings are impacted.

October 23, 8:26am BST

Service restoration work is progressing. ConnectWise 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 them to begin returning capabilities to partners in phases.

What partners can expect:

     - Backup restoration access first. For partners who need to restore data from existing backups, ConnectWise will provide a process to do so. They currently anticipate enabling this capability early next week, following successful service restoration testing and validation.

     - Full service re-enrollment to follow. ConnectWise 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.

Keep affected application connections disabled until ConnectWise provides instructions that apply to your service. They will share confirmed availability and any changes to the anticipated timing through the Trust Center.

Investigation and monitoring continue alongside restoration. Existing backup archives remain encrypted, isolated and preserved, with no indication of compromise. ConnectWise have no indication that other ConnectWise products, services or offerings are impacted by this incident.

Reviewing 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.

ConnectWise recognize the continued disruption to your business and customers and remain focused on restoring service safely.

October 27, 2:46pm GMT

ConnectWise have completed our preparations for phased partner restoration and are awaiting a required third-party validation. They are working closely with the provider to complete this process as quickly as possible and are ready to begin phased restoration once validation is complete. 

ConnectWise recognize that this delay extends the disruption to your business and customers. They are focused on resolving this dependency, restoring your access safely and keeping you informed at every step.

What partners can expect:

1. Backup restoration access first. ConnectWise will first enable a process for partners to restore data from existing backups.

2. Full service re-enrollment to follow. Phased re-enrollment will be supported by step-by-step instructions, video tutorials and webinars to help partners re-establish service and verify successful operation.

Keep affected application connections disabled until ConnectWise provides instructions that apply to your service. They will announce when partner restore access is available and provide the steps required to use it.

Investigation and monitoring continue. Existing backup archives remain encrypted, isolated and preserved, with no indication of compromise. ConnectWise have no indication that other ConnectWise products, services or offerings are impacted by this incident.

Reviewing individual Microsoft 365 environments remains essential. Continue using the technical investigation and remediation guide and technical webinars for your own and managed customer environments.

October 29, 8:39am GMT

ConnectWise are beginning the phased restoration of Cloud Backup, starting with Microsoft 365 backups and restores through a new, security-hardened application. ConnectWise recognize the disruption this interruption has caused your business and customers and appreciate your patience as we restore service.

You must re-authorize each Microsoft 365 tenant using the new application, “ConnectWise Cloud Backup for M365,” to resume backup and restore operations. Other features will return in phases over the coming days.

What you need to do

1. Reset your password and sign in. Visit the Cloud Services portal and select Forgot password to create a new password. Previous passwords were reset as part of our security measures.

2. Complete multifactor authentication setup. If MFA is not already configured, you will be guided through setup before continuing.

3. Re-authorize each Microsoft 365 tenant. Follow the instructions for your authentication method to authorize ConnectWise Cloud Backup for M365:

Self-authentication instructions
Delegated authentication instructions
Partner Center authentication instructions

Use the new application and the linked instructions. Do not re-enable previously disabled applications unless ConnectWise specifically instructs you to do so. Continue following the investigation guidance for your own and managed customer tenants; re-authorization does not replace that review.

Technical restoration webinars: Join a step-by-step walkthrough of the re-authorization process and restoration instructions. Recommended attendees include Microsoft 365 administrators and the technical teams responsible for reconnecting customer tenants. Register for technical restoration webinars

How services and features will return

Phase 1 — Backups and restores

- Backup snapshots: Microsoft 365 backups resume for re-authorized tenants as service is enabled.
- Restores: The ability to run restore jobs becomes available.

Phase 2 — Customer access and monitoring

- End-Customer Self-Service Portal: Customer users regain portal access and can complete re-authorization where required.
- Backup Monitoring: Monitoring dashboards return. Snapshot history will show the gap between the last completed snapshot before the interruption and the first successful snapshot after backups resume.


Phase 3 — Reporting and additional features

- Backup Health: Reporting returns. Resources may initially appear as “parked” while discovery completes and statuses update.
- Export: Export jobs become available.
- Billing: Billing functionality and reporting return.


Phase 4 — Notifications

- Notifications resume after supporting services are operating, helping reduce duplicate or misleading alerts during recovery.


Re-authorization alone does not confirm that backups have resumed. Once backup capabilities are available for your tenants, verify that new snapshots complete successfully.

November 05, 8:38am GMT

Restoration of Cloud Backup, formerly SkyKick, continues. Many partners have re-enrolled their tenants, and ConnectWise are focused on helping the remaining partners reconnect and resume protection for their customers.

Since the last update, Backup Health reporting, Export jobs, and Marketplace APIs have become available. Billing and other remaining capabilities are still being restored.

If you have not yet re-authorized your customer tenants, please take action now. Re-authorization is required to resume Microsoft 365 backups and restores.

Restoration progress

- Phase 1 complete — Backups and restores: Backup and restore capabilities are available for re-authorized Microsoft 365 tenants.

- Phase 2 complete — Customer access and monitoring: The End-Customer Self-Service Portal and Backup Monitoring dashboards are available.

- Phase 3 partially complete — Reporting and additional features: Backup Health reporting and Export jobs became available on November 3. Billing functionality, including the Billing API and Management portal billing reports, remains in progress.

- Phase 4 partially available — Notifications: Core notifications are live. Additional notifications are being enabled gradually to reduce excessive alerts during recovery.

Additional service availability

    - Marketplace APIs: Restored November 3.
    - Migrations: Restored October 28.
    - SaaS Security and Cloud Automation: Fully restored. Partners must reconnect their Microsoft 365 and Azure integrations using the technical reconnection guidance.
    - Platform backup dashboard: Not yet fully restored.

Actions for partners

1. Sign in to the Cloud Services portal.

    - If you use a portal username and password: Reset your password and complete multifactor authentication setup if prompted.

   - If you sign in using Microsoft 365 authentication: A password reset is not required. A tenant administrator must sign in and consent to the permissions requested by the new portal application.

2. Re-authorize each Microsoft 365 tenant.

Follow the re-authorization instructions to authorize ConnectWise Cloud Backup for M365. Our technical restoration webinars provide step-by-step guidance.

3. Verify that backups have resumed.

Re-authorization alone does not confirm that backups are running. Verify that new snapshots complete successfully for each tenant. Snapshot history will reflect the gap between the last successful backup before the interruption and the first successful backup after service resumes.

Do not re-enable previously disabled applications unless ConnectWise specifically instructs you to do so. Continue following the published investigation guidance for your own and managed customer environments.

Further updates will be published as significant developments are confirmed.

Visit the ConnectWise Trust Center for current status and guidance. For restoration assistance, contact cloud-support@connectwise.com. Report suspicious activity to SecurityPartnerSupport@ConnectWise.com.