08:02 February 12th, 2020 - 14:45 February 12th, 2020
UK customers that have their email processor address configured with the @email.autotask.net domain
On Wednesday, February 12th, 2020 at approximately 0802 UTC, some partners in the UK zone reported delays in Email processing of up to 30 minutes. After troubleshooting, we discovered a communications issue (packet loss) between datacenters which resulted in an email processing slowdown. The network issue was resolved at approximately 14:45 UTC. We followed up with our network provider, they informed us that while they did not perform any action, they did see that a PeerLink on their network which was previously saturated was no longer experiencing any packet loss. Our vendor was unable to provide any specific details about the root cause of the saturation other than to speculate about the actions of other providers. We have increased resources for our mail cluster in order to decrease email processing time. There have been no further issues observed with this network provider.