Mail Server Incident - Resolved

We experienced an issue with our mail server that affected the processing and delivery of support ticket emails.

The incident has now been resolved, and mail delivery and ticket processing have returned to normal operation.

Incident Timeline

12:00 - Issue Detected
We identified abnormal behavior on our mail server and began reviewing the system to determine the cause and potential impact.

12:12 - Mail Traffic Suspended
As a precautionary measure, we suspended all traffic to the affected mail server to prevent further issues while our team investigated the underlying problem.

16:00 - Upgrade Attempt Initiated
Our investigation identified multiple issues that could not be reliably repaired within the existing environment. Considering these findings, as well as the age of the underlying operating system, we decided to attempt an upgrade of both the operating system and mail server software to their latest supported versions.

18:00 - New Mail Server Deployment Initiated
After multiple upgrade attempts, it became clear that upgrading the existing environment would not provide a reliable path forward. We therefore began building a completely new mail server environment using a different, modernized technology stack, while continuing to evaluate recovery options for the existing server in parallel.

22:00 - New Server Configuration Completed
After several hours of deployment, configuration, and fine-tuning to ensure compatibility with our existing services and requirements, the new mail server was completed. We then initiated extensive testing to verify mail flow, connectivity, authentication, and integration with our ticketing systems.

22:44 - Mail Migration Initiated
Following successful testing and final configuration adjustments, we proceeded with migrating email services to the newly deployed mail server.

22:50 - Services Recovered
Mail processing and delivery returned to normal operation. Our ticketing system also recovered fully, with incoming and outgoing email processing functioning as expected.

23:00 - Monitoring Period
With services restored, we entered an enhanced monitoring period. We will continue closely monitoring the new mail server over the coming days to ensure stability and identify any unexpected behavior.

23:30 - Incident Resolved
Following our final checks, all monitored services remained stable and continued to operate normally. We therefore consider this incident resolved and are closing the active status notification.

Should we identify any further issues related to this incident, we will provide an additional update.

Closing Note

We sincerely apologize for the disruption and any inconvenience this incident may have caused.

We appreciate your patience and understanding while our team worked to restore the service and migrate the affected infrastructure to a new environment.

We also welcome any comments or suggestions regarding your experience during the incident. Your feedback can help us identify additional areas where we can improve our infrastructure, monitoring, incident response, and communication procedures.

Thank you for your understanding and continued trust.