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.
• 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.