There’s no end – or restored data – in sight for some Rackspace customers now on day 12 of the company’s ransomware-induced hosted Exchange email outage.

In the service provider’s most recent update, posted at 0844 Eastern Time on Wednesday, Rackspace said it had hired CrowdStrike to investigate the fiasco, and noted it continues “to make all of our internal and external resources available to provide support to the remaining Hosted Exchange customers.”

Rackspace did not, however, say if or when it expects to recover people’s data that was lost or scrambled when ransomware hit its systems – an attack that took down some of Rackspace’s hosted Microsoft Exchange services on December 2. Since then, affected customers have been unable to get at their data held in the hosted service.

“We understand how important data recovery is to our customers,” Rackspace wrote. “In ransomware attacks, data recovery efforts do necessarily take significant time, both due to the nature of the attack and need to follow additional security protocols. We will continue to keep you updated on these efforts.”

Here’s a flavor of the customer sentiment right now:

Not a single comment on the FAQ saying why you havent restored from backups? Do you not have any? If not why did you not have them conforming to best practice?

— JimtheITGuy (@JimtheITguy) December 14, 2022

The company also claimed to have transitioned more than two thirds of its customers to Microsoft 365, and, as it has in previous updates, Rackspace urged customers to migrate their users and domains to this environment.

“As a reminder, if you have not yet transitioned to Microsoft 365 or have not fully completed the transition, please leverage our support channels by either joining us in chat or by calling +1 (855) 348-9064 (INTL: +44 (0) 203 917 4743),” the update said. “Wait times continue to average less than 30 minutes.”

Some users, however, say it’s much longer. One…