Cloud Mail Incident - 04/03/2020
Incident Report for SYNAQ

Summary and Impact to Customers

On Wednesday 4th March 2020 from 11:01 to 13:05, SYNAQ Cloud Mail experienced a mail authentication incident.

The resultant impact of the event was that a subset of users could not access the platform.

Root cause and Solution

The root cause of this event was due to a corruption of certain files in the Cloud Mail stores MYSQL databases. This caused the services on that particular store to stop and then users on that particular store were unable to authenticate and access their mailboxes.

In order to resolve this issue, we restored the database from backups which allowed the services to be restarted and users to once again access their mailboxes.

Remediation Actions

• A call has been logged with our 3rd party provider to do some analysis of the MYSQL database information to and try and determine why this corruption occurred and what can be done in future to mitigate this.

• A new monitoring alert has been built to try and detect early any corruptions of this nature.

Posted Mar 11, 2020 - 10:18 CAT

Dear Clients,

The Cloud Mail issue, affecting a subset of clients, has been partially resolved. Affected clients can now access their mailboxes. Engineers will continue to work on mailboxes to restore any mail that may be missing for the last few hours.
Posted Mar 04, 2020 - 13:05 CAT
Dear Clients,

Our engineers have identified the SYNAQ Cloud Mail issue and are working on the resolution as a matter of priority.
Posted Mar 04, 2020 - 12:07 CAT
Dear Clients,

SYNAQ Cloud Mail is experiencing an issue where a subset of users cannot access their mailbox.
Engineers are investigating this as a matter of urgency.
Posted Mar 04, 2020 - 11:01 CAT
This incident affected: SYNAQ Cloud Mail.