Service Alert – Email Service Inoperable for Stratus Customers (Updated July 8)
- identified
Dear Customer, Since approximately 6:43 AM MT on Monday, July 7, email service has been inoperable for a subset of customers on our Stratus platform. Our engineering team has traced the root cause to an underlying AWS infrastructure issue and is collaborating closely with AWS engineers to implement a fix. Current impact Email sending and receiving is currently inoperable for Stratus customers. All other customer groups, remain unaffected. All other Webscale services continue to operate normally. Resolution timeline We anticipate full restoration of email service by 12:00 PM MT tomorrow (Wednesday, July 9). We will send an additional update no later than that time—or sooner if service is restored earlier. We apologize for the disruption and appreciate your patience. If you have urgent concerns before service is restored, please contact us at [email protected]. Thank you for your understanding,
- resolved
Dear Customer, We’re pleased to report that AWS has resolved the underlying infrastructure issue, and email service for all Stratus customers was fully restored at approximately 2:02 PM MT today. What this means for you Email sending and receiving are now operating normally. No action is required on your end, though we recommend sending a quick test message to confirm everything looks good. Next steps Ongoing monitoring: Our team will closely monitor performance over the next 24 hours to ensure stability. Root Cause Analysis (RCA): We are preparing a detailed RCA that outlines exactly what happened and why. Future mitigation: The RCA will include concrete steps we’re taking—such as platform redundancy and enhanced alerting—to prevent similar incidents. Follow-up report: We will share the RCA and mitigation plan with all affected customers once it is finalized. If you notice any lingering issues, please contact us at [email protected], and we’ll address them immediately. Thank you for your patience while we worked with AWS to bring service back online. ================================================================================================== Dear Customer, This notice provides an update to the advisory sent last night. Current status: Email sending and receiving remain inoperable for Stratus customers only. All other customer groups are unaffected, and all other Webscale services are operating normally. Root cause: An AWS infrastructure fault first detected at 6:43 AM MT on Monday, July 7. Our response: While AWS works on remediation, we are moving Stratus email traffic from AWS to SendGridto accelerate recovery and add redundancy. Updated resolution estimate We now expect full restoration of email service by 5:00 PM MT today (Tuesday, July 8). We will send a confirmation once service is verified—or sooner if conditions change. Thank you for your continued patience. For urgent questions before service is restored, please email [email protected].