On Monday 15th April at 02:30am email deliverability issues were raised by customers to the APAC Support Team. The issue was escalated to the Operations teams as soon as the issues were identified to be with our email provider Sendgrid and a ticket was logged with them at 08:46 BST.
We continued to work with Sendgrid from their response at 09:34 BST until at 12:42PM we were able to find the underlying cause of the problem which was promptly resolved and email deliverability was stable again as of 13:15 BST.
Emails not delivered during this period were then re-queued and normal service resumed meaning a delay in sending and no lost emails. We have now taken steps to ensure this issue does not happen again.