Summary and Impact to Customers
On Wednesday the 3rd April from 12:49pm to 16:58, SYNAQ Cloud Mail experienced a service incident.
The resultant impact of the event was the intermittent mailbox access and mail sending and receiving delays.
Root Cause and Solution
The root cause of this event was due to a lack of communication between a cluster VMHost and its backing storage. This caused the inability for users to authenticate against stores and archive servers that were operating on the affected host. As a result, Clients experienced intermittent mailbox access and mail delivery issues.
In order to resolve this incident, the affected VMHost was rebooted to re-establish communication with the backing storage, so that mailbox access and delivery could function as per normal.
• Improve our monitoring process to include this unique scenario, to prevent it from recurring in the future.