Email Deliverability Issues

Incident Report for Prospect CRM's

Postmortem

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.

Posted Apr 16, 2024 - 11:18 BST

Resolved

This incident has been resolved.

Posted Apr 15, 2024 - 16:12 BST

Monitoring

The underlying issue has been identified and we are monitoring the resolution.

Emails sent will be queued and held by the email service until issues are resolved, or up to 72 hours from the time of send.

Delivered mail from before the outage should still be functional, including open and click tracking, as well as link redirects.

Posted Apr 15, 2024 - 14:13 BST

Identified

The underlying issue has been identified and we are implementing a resolution.

Posted Apr 15, 2024 - 14:03 BST

Update

At the weekend an issue with our email provider started causing problems with email deliverability. We are continuing to investigate the issue.

Posted Apr 15, 2024 - 09:41 BST

Investigating

We are currently investigating reports of problems with email deliverability. Emails are being sent out from the CRM but not delivered to all recipients.

Posted Apr 15, 2024 - 08:57 BST

This incident affected: Individual Prospect Apps (Prospect CRM App).