Resolved -
Dear Clients,
We are pleased to confirm that the CloudMail platform has fully recovered, with all core services operating consistently and within normal performance thresholds.
Resolved Services:
- SMTP (desktop client mail sending)
- Webmail (access and responsiveness)
- Zimbra Connector for Outlook (ZCO)
- General performance and stability
No new errors or regressions have been observed across the platform. Performance and reliability have remained stable today.
Our Thanks:
We want to extend our sincere gratitude for your patience, understanding, and support throughout this incident.
At SYNAQ, our clients are our top priority.
We remain deeply committed to ensuring a resilient, performant, and secure platform for all our customers, and we will continue to engage with our upstream vendor to reinforce long-term improvements.
If you need further assistance or technical clarification, please contact us at:
support@synaq.com
011 262 3632
Sincerely,
SYNAQ Technical Team
Oct 27, 14:29 CAT
Update -
Dear Clients,
We continue to see progressive recovery across the CloudMail platform. Our teams have observed stable system performance with increasing load during business hours. Core services — including SMTP, Webmail, and ZCO — are consistently available and performing within expected parameters.
Message Flow Considerations:
As user-side email clients (e.g., Outlook) automatically retry previously undelivered messages, temporary spikes in outbound queue activity may still occur. This is normal and expected.
Most messages will clear without any intervention.
If you notice a message remains undelivered after 60 minutes, please notify our support team so we can assist.
Monitoring and Priority:
Our engineering team continue to monitor the environment closely and work with our upstream storage vendor to track platform behaviour and confirm long-term stability.
We want to reaffirm:
This incident continues to hold the highest technical and executive priority within SYNAQ.
We remain fully committed to ensuring a stable, performant, and secure platform for all our clients.
Thank you once again for your patience and understanding throughout this process.
Sincerely,
SYNAQ Technical Team
Oct 23, 09:09 CAT
Update -
Dear Clients,
Our teams remain in active monitoring mode following the stabilisation of the CloudMail platform. We are currently observing acceptable performance levels, and core services—including Webmail and ZCO (Zimbra Connector for Outlook)—are operating reliably.
Message Queue Advisory:
As platform stability improves and normal usage resumes, you may experience temporary delays in outbound email delivery. This is expected, as client-side send queues (such as Outlook outboxes) begin to retry messages that were previously stuck during the degraded state.
What to expect:
- Messages may remain queued briefly but will deliver automatically once throughput normalizes.
No action required:
- These retries are automatic. However, if a message remains undelivered for more than 60 minutes, please contact our support team so we can investigate and assist with specific queue diagnostics.
Ongoing Monitoring:
We will continue to observe system behavior under peak load to ensure full recovery holds across:
- SMTP (sending via desktop clients)
- Webmail performance and accessibility
- ZCO usage and sync consistency
- Overall platform responsiveness
Our Commitment to You:
Please rest assured that this incident continues to carry the highest operational and executive priority within SYNAQ.
We fully understand the disruption service interruptions can cause and remain committed to delivering a stable, performant, and secure CloudMail platform for all our clients.
We thank you for your continued support and patience, and we will share any further updates as necessary.
Sincerely,
SYNAQ Technical Team
Oct 22, 14:41 CAT
Monitoring -
Dear Clients,
We're pleased to report that our engineering team, in close collaboration with our upstream storage vendor, has successfully implemented a stability fix that has led to a recovery of services across the CloudMail platform.
Current Status
The platform is currently stable, and we are observing normalized performance across all core services, including:
- SMTP (sending via Outlook or other desktop clients)
- Webmail
- Zimbra Connector for Outlook (ZCO)
- File Uploads and General Platform Usage
This improvement follows the resolution of an issue identified within our storage layer, which had been directly impacting service performance.
Next Steps:
We are continuing to:
- Monitor all systems under increased load during peak usage.
- Work with our storage vendor to validate the long-term fix and finalize component replacements.
- Investigate additional improvements to bolster resiliency and detect future anomalies earlier.
Our Commitment to You
Please rest assured that this incident continues to carry the highest technical and executive priority within SYNAQ. We understand how disruptive service interruptions can be and remain committed to maintaining a stable, performant, and secure platform for all our clients.
Your trust in us is valued deeply. We are doing everything necessary to ensure that your experience on the CloudMail platform is consistently reliable.
We will provide further updates if needed or should there be any changes in status.
Sincerely,
SYNAQ Technical Team
Oct 22, 07:22 CAT
Update -
Dear Clients,
Our teams remain fully engaged in addressing the service degradation affecting multiple components of the CloudMail platform.
Current Status
While we continue to work towards full resolution
Temporary Workaround
At present, Webmail access remains the most stable and consistent experience for affected users. We recommend making use of the Webmail interface (https://mail.synaq.com ) as a temporary workaround while remediation is in progress.
Ongoing Work
Our engineering and infrastructure teams are working closely with our upstream storage vendor to address the confirmed underlying storage performance issue.
- A workaround has been implemented to alleviate pressure.
- Replacement hardware is being sourced as part of long-term remediation.
- Continuous monitoring is in place to track stability during peak and off-peak periods.
Please rest assured this incident has the highest technical and executive priority within SYNAQ. We are committed to restoring full platform functionality and are taking all necessary steps to ensure both immediate recovery and long-term resilience.
Sincerely,
SYNAQ Technical Team
Oct 21, 18:07 CAT
Update -
Dear Clients,
Our teams remain fully engaged in addressing the service degradation impacting multiple components of the CloudMail platform.
Current Status:
We continue to work toward full service restoration. While some user operations may appear temporarily improved, this is primarily due to the current low activity on the platform given the time of day. Intermittent issues persist across the following services:
- SMTP (sending email via desktop clients such as Outlook)
- Webmail (accessibility and performance)
- Zimbra Connector for Outlook (ZCO)
- General usage and performance consistency
What We're Doing:
Our engineering teams are actively collaborating with our upstream storage vendor to diagnose and resolve the root cause of degraded storage performance, which has been identified as the primary contributing factor.
As part of the ongoing remediation, various workarounds have already been implemented to mitigate immediate user impact. In parallel, we are sourcing replacement components to support long-term resolution and platform stability.
Please rest assured that this incident holds the highest technical and executive priority within SYNAQ. Additional diagnostics are underway to ensure both immediate recovery and lasting platform resilience.
Thank you for your continued patience and understanding.
Sincerely,
SYNAQ Technical Team
Oct 21, 17:27 CAT
Identified -
Dear Clients,
We are aware that intermittent service issues have re-emerged, affecting core services such as SMTP, Webmail, ZCO, and overall user experience. Despite the earlier workaround, platform stability has regressed.
Our engineering team has traced the root issue to our storage infrastructure, and we are actively engaging with our upstream storage vendor to perform additional diagnostics and provide direct support.
Please rest assured that this incident has the highest technical and executive priority within SYNAQ.
Our teams are fully engaged, and additional diagnostics are underway to ensure both immediate recovery and long-term platform stability.
We will continue to share updates as they become available. Your patience and understanding during this time are sincerely appreciated.
Oct 21, 12:36 CAT
Update -
Dear Clients,
Our engineering team has successfully identified the root cause of the recent service disruptions. The issue was traced to a performance degradation within our underlying storage layer, which directly impacted responsiveness across SMTP, Webmail, ZCO, and file upload services.
A workaround has been implemented to stabilise platform performance, and we are closely monitoring for any signs of regression.
In parallel, we are working with our upstream vendor to source replacement hardware components to fully remediate the issue and prevent future recurrence.
We appreciate your patience during this incident and will continue to provide timely updates as progress is made.
Kind Regards,
Oct 21, 09:54 CAT
Update -
Dear Clients,
We are currently observing a significant increase in platform activity across all core services as the business day begins.
At this time, services remain stable, and our engineering teams are closely monitoring all system metrics for any signs of degradation or load-related impact.
Should any disruption or intermittent issue arise, we will communicate this immediately via our standard channels.
Thank you for your continued patience and trust.
Oct 21, 08:52 CAT
Monitoring -
Dear Clients,
Services across the platform have returned to a stable state as of this morning. Our engineering teams are actively monitoring all systems to ensure continued stability and responsiveness.
While all core functions (including SMTP, Webmail, file uploads, and ZCO) are currently performing as expected, we remain vigilant for any signs of recurrence or degradation.
We sincerely thank you for your patience during the disruption and will continue to keep you informed of any material developments.
Sincerely,
SYNAQ Technical Team
Oct 21, 06:28 CAT
Update -
Dear Clients,
We have observed a period of improved platform stability over the past hour. However, this improvement is likely correlated with reduced user activity due to the time of day, and does not yet confirm full resolution of the incident.
Intermittent issues may still persist across the following services:
- SMTP (sending via Outlook and other desktop clients)
- Webmail (login, navigation, and attachment uploads)
- ZCO (Zimbra Connector for Outlook)
- General platform usage (e.g., session reliability and upload responsiveness)
Next Steps:
Our teams will continue to monitor overnight and conduct deeper analysis to ensure root causes are fully addressed. A follow-up update will be provided tomorrow morning (Tuesday) with the latest findings and progress.
We appreciate your continued patience and understanding.
Sincerely,
SYNAQ Technical Team
Oct 20, 20:43 CAT
Update -
Dear Clients,
There are no new updates at this time. Our teams remain actively engaged in the investigation and are working continuously to isolate and resolve the root cause behind the ongoing service disruptions.
We will provide the next update as soon as we have meaningful progress to share.
Thank you for your continued patience.
Sincerely,
SYNAQ Technical Team
Oct 20, 16:39 CAT
Update -
Dear Clients,
Our investigation remains ongoing. We can now confirm that Zimbra Connector for Outlook (ZCO) is also experiencing issues, in addition to the previously reported disruptions across SMTP, Webmail, and File Uploads.
Affected Services:
- SMTP (sending mail via Outlook and other desktop clients)
- Webmail (intermittent accessibility and feature degradation)
- File Uploads (e.g., attachments)
- ZCO (Zimbra Connector for Outlook) – confirmed to be affected
What We’re Doing:
Our engineering and infrastructure teams are actively assessing all layers involved in authentication, delivery, and storage interaction. We are also tracing potential systemic latency or load-related issues that may be impacting session establishment and service responsiveness.
Next Update:
We will share further updates as soon as additional information becomes available.
Thank you for your continued patience and understanding as we work to resolve this matter.
Kind Regards,
Oct 20, 14:58 CAT
Update -
Affected Services:
- SMTP (sending via Outlook and other clients)
- Webmail (intermittent access and usage issues/ File uploads)
Current Impact:
We are seeing widespread degradation across multiple CloudMail services. Users are reporting:
- Intermittent or failed SMTP sending attempts
- Difficulty accessing or using Webmail
- File upload failures, particularly when attaching files when composing emails.
What We’re Doing:
Our engineering team is actively investigating across all layers of the platform to identify the root cause. Telemetry and service health are being reviewed across:
- Authentication flows
- Storage/attachment processing
- Frontend service responsiveness
Next Update:
A further update will be provided as soon as possible on any new developments.
We understand the urgency and apologize sincerely for the disruption. Thank you for your patience while we work to restore full service.
Oct 20, 13:19 CAT
Investigating -
Impact: Some users are experiencing intermittent failures when attempting to send emails via SMTP using Outlook.
Details:
We are aware of an issue causing intermittent SMTP authentication or delivery failures for users sending email through Outlook. This appears to affect only certain sessions or users sporadically. Our engineering team is actively investigating and analyzing backend telemetry to determine the root cause and scope.
We apologize for the inconvenience and appreciate your patience while we work to restore consistent functionality.
Sincerely,
SYNAQ Technical Team
Oct 20, 12:08 CAT