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[GRA][Collaborative solutions] - Webmail filerz19 incident notification

Incident Report for Web Cloud

Resolved

We are pleased to inform you that the incident affecting our Collaborative solutions has been resolved.

Start time : 09/10/2025 19:30 UTC
End time : 09/10/2025 00:49 UTC
Root Cause : This incident was caused by a hardware issue.

We apologize for any inconvenience caused and appreciate your understanding.
Posted Oct 09, 2025 - 01:01 UTC

Monitoring

Service has been fully restored since 08/10/2025 00:49 UTC. Monitoring remains active to ensure long-term stability.

Here are some supplementary details :

Start time : 09/10/2025 19:30 UTC
Impacted Service(s) : The MX Plan service was temporarily unavailable on Filerz 19.
Customers Impact : Customers were temporarily unable to access webmail via the web interface or desktop client. Emails sent or received are temporarily unavailable and will be delivered once the incident is resolved.

We apologize for any inconvenience caused and appreciate your understanding.
Posted Oct 09, 2025 - 00:56 UTC

Identified

[GRA][Collaborative solutions] - Webmail filerz19 incident notification

We have determined the origin of the issue affecting our Collaborative solutions offer, which is causing temporary availability issue in the GRA region.

Here are some supplementary details :

Start time : 08/10/2025 19:30 UTC
Impacted Service(s) : The MX Plan service is temporarily unavailable on Filerz 19.
Customers Impact : Customers are temporarily unable to access webmail via the web interface or desktop client. Emails sent or received are temporarily unavailable and will be delivered once the incident is resolved.
Ongoing Actions : The incident has been identified and our teams are mobilised to restore service as quickly as possible.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.
Posted Oct 08, 2025 - 22:55 UTC

Investigating

We are currently investigating an incident affecting our Collaborative solutions offering, which is causing temporary availability issue in the GRA region.

Here are some supplementary details :

Start time : 08/10/2025 19:30 UTC
Impacted Service(s) : The MX Plan service is temporarily unavailable on Filerz 19.
Customers Impact : Customers are temporarily unable to access webmail via the web interface or desktop client. Emails sent or received are temporarily unavailable and will be delivered once the incident is resolved.
Ongoing Actions : Our teams are investigating to determine the origin of the incident to fix it.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.
Posted Oct 08, 2025 - 19:56 UTC
This incident affected: Collaborative solutions || MX Plan (Reception, Delivery email, Mailbox Access, Redirection, Webmail, Delivery).