Summary and Impact to Customers

On Monday 9 th September 2019 from 10:00am – 18:35 pm and Tuesday 10 th September 2019
from 08:48am – 11:09 am, SYNAQ Cloud Mail experienced a degraded service incident which
caused mail delays and interrupted mailbox use for a subset of clients.

The resultant impact of the event was that certain users experienced a delay in mails and their
mailboxes were very slow to respond.

Root Cause and Solution

The root cause of this event was due to a failed controller on a backend storage device. As a result
of the failure, all data accessing the storage had to failover to a single data path. This failover caused
an abnormal level of usage over the single data path, resulting in increased latency times for data
reads and writes, which in turn caused delayed mail delivery and interrupted mail access for a subset
of users.

In order to resolve this issue, the controller was replaced and dual paths were restored. As a result,
mail delivery and access performance was restored to the affected users.

Remediation Actions

SYNAQ engineers are implementing a storage plan to increase the single data path capacity
to handle failover load without impacting users.