Email delays for Postmark
Incident Report for Kustomer
Postmortem

Summary

O‌n March 17th at 10:12 PST we received reports that our Postmark servers were experiencing slow downs resulting in delays for delivery of inbound and outbound emails.

At 11:47 PST it was discovered that a very large spike in message traffic into the Kustomer platform was the cause of the delays.

At 13:38 PST traffic returned to normal and delays for message deliveries were resolved.

Impact/Alerts

Postmark servers experienced slowdowns that caused extreme delay of inbound and outbound emails.

Root Cause

We received a very large spike in message traffic into the Kustomer platform which trickled down into overall delays for inbound and outbound messages.

Resolution

At 13:38 PST the spike in traffic returned to normal and messages began moving in and out without delay.

Lessons/Improvements

  • We identified the cause of the spike in message traffic and have taken steps to ensure that it will not impact us again.
  • [TO DO] We are looking into further improvements in our handling of very large message volume within short periods of time
Posted Jun 03, 2021 - 15:50 EDT

Resolved
Our Postmark server traffic have returned to normal at this time. A reported spike in messaging traffic into the Kustomer platform contributed to this incident. Kustomer is still investing the root cause and taking precautions going forward.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Mar 17, 2021 - 14:38 EDT
Investigating
Our Postmark servers are currently experiencing issues that affect the delivery of inbound and outbound emails.

We have been made aware and are actively monitoring the situation. For more information, please refer to this status page which will be updated with new information on this issue as it becomes available.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Mar 17, 2021 - 13:22 EDT
This incident affected: Prod1 (US) (Channel - Email) and Prod2 (EU) (Channel - Email).