Securemail - Email Delivery Delays
Incident Report for SYNAQ

Summary and Impact to Customers

On Thursday 13 th February from 00:14am – Sunday 16 th February 23:14pm, SYNAQ Securemail

experienced a service incident which affected the delivery of mail.

The impact of the event was an intermittent delay of emails being sent out of the Securemail

platform that were then being delivered back inbound to domains using the Securemail platform.

Cause and Solution

The root cause of this event was due the failure of a core switch, belonging to our hosting

provider. The effect of the switch failure caused a variety of different issues within our Securemail

environment, resulting in intermittent connection timeouts between the outbound and inbound

Securemail servers. This meant that, for some emails, numerous delivery retries were required to

ultimately complete delivery.

In order to resolve this issue, the failed switch was replaced and SYNAQ engineers worked with

Cisco to resolve the timeouts. After many hours of troubleshooting and numerous attempted

solutions, the issue was resolved. Whilst we are aware of what initiated this issue, we are

continuing to work with our hosting provider and Cisco to ascertain why this switch failure

affected the Securemail environment in this way.


  • We are continuing our investigations with our hosting provider and Cisco to establish why

this switch failure affected the Securemail environment in this way.

  • New monitoring alerts have been built and implemented for early detection of this issue

should it recur.

Posted Mar 02, 2020 - 09:57 CAT

Dear Clients,

The SYNAQ Securemail issue has been resolved and the service has returned to optimal functionality.
Posted Feb 18, 2020 - 08:28 CAT
Dear Clients,

The SYNAQ Securemail outbound mail delays are no longer occurring and all mail is flowing optimally. We will continue to monitor the mail flow before a final resolution is sent.
Posted Feb 17, 2020 - 11:48 CAT
Dear Clients,

Our engineers have identified the cause of the intermittent outbound email delays and are working with the upstream provider to resolve this issue as a matter of priority.
Posted Feb 14, 2020 - 11:14 CAT
Dear Clients,
Our engineers are still investigating the SYNAQ Securemail intermittent outbound email delays. Please be assured that this matter is being treated as a matter of urgency and priority.
Posted Feb 13, 2020 - 14:44 CAT
Dear Client,

SYNAQ Securemail is experiencing intermittent email delays when sending outbound through our platform.
Engineers are attending and treating this as a matter of urgency.
Posted Feb 13, 2020 - 13:39 CAT
This incident affected: SYNAQ Securemail.