On Tuesday, 29 August 2023, 07:05, Cloud Mail experienced network instability for a subset of clients trying to access the SYNAQ Webmail platform, affecting incoming and outgoing mail. The following concerns were raised. 

• Slow response on incoming and outgoing mail, and;
• Server error when accessing Webmail.

The resultant impact of the event was that certain users who were using Webmail experienced a slow response or a server error message on incoming and outgoing mail. 

The root cause of this event was due to degraded connectivity performance across the Cloud Mail platform impacting Webmail services. 

To resolve this incident, our engineers repaired the connectivity problems and restarted selected Cloud Mail services. This immediately resolved the degraded state and restored the platform to optimal functionality.

 As a result of the incident, SYNAQ will implement the below remedial actions: 

·       The engineers will continue to monitor network connectivity to the Webmail platform.