Service Degradation Affecting CloudMail, Webmail, and Mail Delivery

Dear SYNAQ Client,

The recent issue impacting the CloudMail platform has been fully resolved. The platform is stable and fully operational, with Webmail and mail delivery functioning as expected.

We have completed our monitoring phase and no further problems have been detected.

Thank you for your patience and understanding throughout this incident.

If you have any further queries or require assistance, please don’t hesitate to contact our support team at support@synaq.com or call us on 011 262 3632 — we’re here to help!

Sincerely,
SYNAQ Technical Team

Dear SYNAQ Client,

Following successful collaboration with our upstream vendor, the underlying issue has been resolved and the CloudMail platform has recovered.

At present, the platform remains stable, with Webmail and mail delivery functioning as expected. No further delays or abnormalities have been observed.

Our team is continuing to monitor the environment closely to ensure ongoing stability. We’ll provide a final update once we are confident that the issue has been fully resolved.

Thank you for your continued patience and support.

Sincerely,
SYNAQ Technical Team

Dear SYNAQ Client,

We have identified the area contributing to the performance challenges on the CloudMail platform and are currently working with our upstream vendor to mitigate the issue. Good progress has been made so far.

At present, the platform remains stable, with Webmail and mail delivery functioning as expected.

We continue to monitor the environment closely and will share further updates as our remediation efforts progress.

Thank you for your continued patience and understanding.

Sincerely,
SYNAQ Technical Team

CloudMail Platform – Ongoing Monitoring & Vendor Engagement.

Dear SYNAQ Client,

This is a follow-up on the CloudMail platform incident.

Our engineering team is continuing to monitor the environment closely, and we are still actively engaged with our upstream vendor as part of the ongoing investigation into the root cause of the issue.

At this stage, the platform remains stable, and all services — including Webmail and mail delivery — are functioning as expected.

We will provide further updates as soon as there is meaningful progress to report. Thank you once again for your continued patience and understanding.

Kind regards,
SYNAQ Technical Team

Service Stability update regarding CloudMail Platform.

Dear SYNAQ Client,

Our team has been working diligently alongside our upstream vendor to stabilise the CloudMail platform.

We are pleased to report that any backlog of incoming emails has been successfully processed and cleared, and stability has returned to key services — including Webmail, which is now performing as expected.

While we continue our investigation in collaboration with our vendor, we are still working to pinpoint the root cause of the issue. In the meantime, we are actively monitoring the environment closely to ensure continued performance and reliability.

We will keep you informed with further updates as soon as more information becomes available. We sincerely apologise for the inconvenience caused, and we thank you for your continued patience and support.

Warm regards,
SYNAQ Technical Team

Dear SYNAQ Client,

We are currently investigating an unexpected performance issue affecting the IMAP service layer, which is resulting in elevated system load across parts of the CloudMail platform. This is impacting:

- Webmail performance, which may be slow or intermittently unresponsive
- Incoming email delivery, with noticeable delays — particularly for mail being archived via the Zimbra-integrated archive platform

Our engineering team is actively engaged in identifying the root cause of the issue. We have also escalated the matter to our upstream vendor and are working closely with them to resolve it as a matter of urgency.

We will continue to provide updates as more information becomes available. We sincerely apologise for the inconvenience and thank you for your ongoing patience.

Sincerely,
SYNAQ Technical Team