SYNAQ Status - SYNAQ Branding and Securemail User Interface issue

SYNAQ Branding and Securemail User Interface issue - 15/01/2020

Incident Report for SYNAQ

Postmortem

Summary and Impact to Customers

On Wednesday 15th January from 09:21am – 01:29pm, SYNAQ Securemail and Branding experienced a service incident which affected the branding of mail and access of the relevant user interfaces.

The resultant impact of the event was that Clients were unable access both the Branding and Securemail user interfaces and mails were not being branded.

Root Cause and Solution

The root cause of this event was due to a hardware failure in user interface cluster and failover not taking place correctly. As a result, users were unable to access the user interfaces for Branding and Securemail to perform any administrative actions. In conjunction with this all outbound mails were not being branded.

In order to resolve this issue, the affected hardware was replaced and all services were restored. There was a delay in information in the Securemail user interface quarantine as the backlog was processed. This backlog took about 3 hours to be fully caught up.

Remediation Actions

• A project is underway to improve the failover mechanisms should a hardware failover of this magnitude occur again. The work on this project will be completed before the end of January 2020.

Posted Jan 20, 2020 - 11:45 CAT

Resolved

Dear Clients,

The SYNAQ Securemail and branding issue has been resolved and the service has returned to optimal functionality.

Posted Jan 15, 2020 - 13:29 CAT

Monitoring

Dear Clients,

Our engineers have implemented a fix for the SYNAQ Securemail and branding issue and are monitoring the service stability. All User interfaces are available and mails are branding. Securemail quarantine backlog busy catching up.

Posted Jan 15, 2020 - 11:17 CAT

Identified

Dear Clients,

Our engineers have identified the SYNAQ Securemail and branding issue and are working on a resolution. Please take note that Emails are not currently being branded. Email flow is not affected.

Posted Jan 15, 2020 - 10:22 CAT

Update

Dear Clients,

Our engineers are still investigating the SYNAQ Securemail and branding issue. Please be assured that this matter is being treated as a top priority.

Posted Jan 15, 2020 - 10:04 CAT

Investigating

Dear Clients,

SYNAQ Securemail and branding is currently experiencing an issue where their user interfaces are not available. Engineers are investigating the issue as a matter of urgency.

Posted Jan 15, 2020 - 09:21 CAT

This incident affected: SYNAQ Branding and SYNAQ Securemail.