Summary and Impact to Customers

From Thursday 8th September 2016 from 09:30 to 14:03, SYNAQ Cloud Mail experienced a mailbox access incident.

This impacted a small subset of Clients who were unable to access their mailboxes.

Root Cause and Solution

The root cause of this event was due to a communication error which occurred between our backup software and virtual machines. This error caused the backup snapshot created of one of the Cloud Mail servers to continue to process, thus draining it of its available resources. As a result, Cloud Mail Clients on that server were unable to access their mailboxes.

In order to resolve this, the backup snapshot was manually removed and resources returned to normal operating functionality and Cloud Mail Clients on the affected server were once again able to access their mailboxes.

Remedial Actions

• A call has been logged with the Upstream Provider to investigate the cause of the communication errors so that we can ensure that further incidents of this nature do not recur.