Issue with Newsletter sending

On Friday, May 30, customers experienced significant delays in the delivery of one-to-many newsletter campaigns. We know how critical timely delivery is and are providing a post mortem.

What happened

Between 0700 30 May - 0130 31 May UTC, scheduled newsletter campaigns were delayed due to a combination of factors:

1. Downstream service disruption. A configuration issue at one of our external partners impacted message throughput.
2. Authentication issues. A component of our infrastructure experienced a disruption related to service authentication with another internal service, which contributed to the backlog.

These issues together resulted in prolonged delivery times for a subset of campaign traffic.

Resolution

We worked with our external partner to address the configuration issue and restored full functionality to the affected internal service. Message queues were cleared and delivery returned to normal by 0130 31 May.

Preventative and detective measures

To improve reliability and reduce risk going forward, we are:

• Enhancing proactive monitoring and alerting for system-level authentication and connectivity health.
• with our third-party partner to strengthen deployment safeguards.

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We’re committed to ensuring the dependability of your campaigns. While this incident was complex and multi-faceted, we take full responsibility and apologise for the inconvenience.

Thank you for your trust and patience. Please email us at support@getvero.com if you have any questions.