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 over 2 years ago - Lasted 12 days
Official incident page

Incident Report

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

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Latest Updates ( sorted recent to last )
RESOLVED over 2 years ago - at 02/21/2023 10:22AM

This incident has been resolved.

MONITORING over 2 years 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 over 2 years 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

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