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.
this switch failure affected the Securemail environment in this way.
should it recur.