Mimecast Incident Affecting Fourth Solutions (including orders)

We are confident that this incident has now been resolved.

This will conclude the updates to the status page regarding this outage however a formal Incident Report will be available in the next 5 business days.

We greatly apologise for this disruption.

We have now implemented a solution and are currently monitoring for completeness.

The next update will be upon confirmation of resolution.

Our 3rd party email service provider has restored their service to 100% operational status.

We currently have a very small number of emails which are not resending. Our teams are engaged in resolving this issue.

Fourth have exhausted all options to process outstanding emails, however a number still remain.

We are now reliant on our 3rd party email service provider to fully recover their service to 100% operational status and process their backlog.

Updates will resume tomorrow morning.

Mimecast Update:

https://status.mimecast.com/

[Monitoring]
Following the earlier update – the backlog continues to improve and services remain stable. AdCon access has also returned to normal performance levels. We continue to monitor the situation.

As Mimecast returns to normal, Fourth is currently undertaking some remedial actions to ensure the affected solutions are returned to normal service.

Work is progressing well to this end.

Mimecast Update:

https://status.mimecast.com/

"The mail processing queues continue to recover and we no longer see connection failures. Some customers may still be experiencing intermittent issues accessing their AdCon as the services return to normal. Our investigation is ongoing and further updates will be posted here as available"

Mimecast Update:

https://status.mimecast.com/

[Identified]
Recovery of mail processing queues have improved and we are no longer seeing issues with connection failure rates. Mail processing queues also continue to decrease. Some customers may still be experiencing issues accessing their AdCon. Our investigation is ongoing and further updates will be posted here as available.

Mimecast Update:

https://status.mimecast.com/

[Identified]
Recovery of mail processing queues continue to improve and connection failure rates have returned to normal levels. Mail processing queues are steadily decreasing and we will continue to monitor and post updates here.

Mimecast Update:

https://status.mimecast.com/

[Identified]
We continue to see improvements in mail flow as our recovery continues, but some customers may still experience processing and/or journaling delays as well as slow responses to services such as AdCon.

Please continue to check for updates here.

Mimecast Update:

https://status.mimecast.com/

June 7, 2023 12:47PM UTC[Identified]
Following the earlier update our recovery continues but we are still seeing email processing delays or slow responses on services such as the AdCon.

Please note, some senders may have received ‘soft-bounce’ notifications but email will retry so they do not need to re-send.

We are continuing to monitor our solutions for impact and are seeing emails from external sources.

Latest update from Mimecast:
https://status.mimecast.com/pages/5d849b1c02e65b3ec45369d4

Recovery is still continuing and services are returning. Customers will still see email delays while we process the backlog and some services may be slow to respond. We continue to closely monitor and provide additional updates.

Our 3rd party email service provider, Mimecast are currently experiencing an issue which is potentially impacting on our ability to receive and send emails, including all emails that have the suffix *@fourth.com, including orders.

For further information, in this instance we suggest the following link.
https://status.mimecast.com/

As such, we strongly recommend that any disaster recovery procedure is invoked to ensure that suppliers are receiving orders being placed,

We are still able to see tickets raised through our Customer Success Portal and our phone lines are currently operational.

An update will be provided in 30 minutes or less.