Outage in WithSecure

WithSecure Elements emails to Office365 recipients treated as Bulk by Microsoft filtering with a BCL score of 7

Resolved Minor
February 09, 2023 - Started about 1 year ago - Lasted 12 days
Official incident page

Need to monitor WithSecure outages?
Stay on top of outages with IsDown. Monitor the official status pages of all your vendors, SaaS, and tools, including WithSecure, and never miss an outage again.
Start Free Trial

Outage Details

Some invitation or alert emails sent from withsecure.com domain address (no-reply@withsecure.com) are considered as BULK emails in MS Exchange Online Protection / O365 filtering.  Microsoft EOP (Exchange Online Protection) is treating our device & user invitation emails as BULK with a BCL score of 7 which is the default threshold in Exchange Online Protection / O365 when these get quarantined to admin only quarantine (Not available for release in user managed quarantine view).   At least these WithSecure emails are affected:  -Account creation / password reset for WithSecure Elements  -Account creation for WithSecure Partner Portal  -Security Event alerts  -New Device Installations links for WithSecure Elements  Emails sent by WithSecure Elements Endpoint Detection and Response are not affected.  We recommend administrators to implement the workaround shared in our knowledge base if having this issue: https://community.withsecure.com/en/kb/articles/29713-emails-sent-from-elements-portal-do-not-arrive-to-the-recipient-user-and-are-sent-to-spam-or-quarantined  We are working continuously with Microsoft to remediate the situation.  More information on Bulk complaint level (BCL) values is available at Microsoft: https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/anti-spam-bulk-complaint-level-bcl-about?view=o365-worldwide
Components affected
WithSecure Portal
Latest Updates ( sorted recent to last )
RESOLVED about 1 year ago - at 02/21/2023 10:22AM

This incident has been resolved.

MONITORING about 1 year ago - at 02/15/2023 12:53PM

Microsoft has reduced our Bulk Complaint Level (BCL) score to 3 or less. We continue to monitor the situation.

IDENTIFIED about 1 year ago - at 02/09/2023 10:44AM

Some invitation or alert emails sent from withsecure.com domain address (no-reply@withsecure.com) are considered as BULK emails in MS Exchange Online Protection / O365 filtering. 
Microsoft EOP (Exchange Online Protection) is treating our device & user invitation emails as BULK with a BCL score of 7 which is the default threshold in Exchange Online Protection / O365 when these get quarantined to admin only quarantine (Not available for release in user managed quarantine view).  

At least these WithSecure emails are affected: 
-Account creation / password reset for WithSecure Elements 
-Account creation for WithSecure Partner Portal 
-Security Event alerts 
-New Device Installations links for WithSecure Elements 

Emails sent by WithSecure Elements Endpoint Detection and Response are not affected. 

We recommend administrators to implement the workaround shared in our knowledge base if having this issue:
https://community.withsecure.com/en/kb/articles/29713-emails-sent-from-elements-portal-do-not-arrive-to-the-recipient-user-and-are-sent-to-spam-or-quarantined 

We are working continuously with Microsoft to remediate the situation. 

More information on Bulk complaint level (BCL) values is available at Microsoft:
https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/anti-spam-bulk-complaint-level-bcl-about?view=o365-worldwide

Start monitoring WithSecure and all your cloud vendors in minutes

With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.

Start free trial

No credit card required · Cancel anytime · 3153 services available

Integrations with Slack Microsoft Teams Google Chat Datadog PagerDuty Zapier Discord Webhook

Setup in 5 minutes or less

How much time you'll save your team, by having the outages information close to them?

14-day free trial · No credit card required · Cancel anytime