Time: May 27, 2020, 9:13 a.m.

Status: Postmortem

Update: Summary and Impact to Customers On Monday 25th May 2020 from 02:53 to 11:27, SYNAQ Securemail experienced a mail timeout incident. The resultant impact of the event was intermittent connectivity to and from our platform when trying to send outbound mail. This caused the delay of outbound mail. Root cause and Solution The root cause of this event was due to the change logged on Sunday the 24th to move the Securemail environment to a new location within the Data Centre. The Securemail outbound servers all have multiple IP addresses assigned to them in order to combat blacklisting. The outbound servers utilise a script that only allows for one IP address to be brought up per server at a time. Unfortunately, this script failed, and multiple IP addresses were brought up at the same time, thus causing a conflict. This caused timeouts when trying to connect to and from these servers on port 25, causing the delay of sending mail. In order to resolve this issue, the additional IP addresses were removed so that only a single IP address remained on each server and mail returned to normal functionality and began to flow. Remediation Actions • The automated scripts that failed have been removed and replaced with improved technology. • An improved monitoring check is being built to detect this scenario earlier, should it reoccur.

Time: May 25, 2020, 9:27 a.m.

Status: Resolved

Update: Dear Clients, The SYNAQ Securemail Incident has been resolved and the service has returned to optimal functionality.

Time: May 25, 2020, 6:25 a.m.

Status: Investigating

Update: SYNAQ Securemail is currently experiencing an incident where emails are intermittently delayed when sending or receiving. Engineers are investigating the incident as a matter of urgency.

Time: May 27, 2020, 9:13 a.m.

Status: Postmortem

Update: Summary and Impact to Customers On Monday 25th May 2020 from 02:53 to 11:27, SYNAQ Securemail experienced a mail timeout incident. The resultant impact of the event was intermittent connectivity to and from our platform when trying to send outbound mail. This caused the delay of outbound mail. Root cause and Solution The root cause of this event was due to the change logged on Sunday the 24th to move the Securemail environment to a new location within the Data Centre. The Securemail outbound servers all have multiple IP addresses assigned to them in order to combat blacklisting. The outbound servers utilise a script that only allows for one IP address to be brought up per server at a time. Unfortunately, this script failed, and multiple IP addresses were brought up at the same time, thus causing a conflict. This caused timeouts when trying to connect to and from these servers on port 25, causing the delay of sending mail. In order to resolve this issue, the additional IP addresses were removed so that only a single IP address remained on each server and mail returned to normal functionality and began to flow. Remediation Actions • The automated scripts that failed have been removed and replaced with improved technology. • An improved monitoring check is being built to detect this scenario earlier, should it reoccur.

Time: May 25, 2020, 9:27 a.m.

Status: Resolved

Update: Dear Clients, The SYNAQ Securemail Incident has been resolved and the service has returned to optimal functionality.

Time: May 25, 2020, 6:25 a.m.

Status: Investigating

Update: SYNAQ Securemail is currently experiencing an incident where emails are intermittently delayed when sending or receiving. Engineers are investigating the incident as a matter of urgency.

Time: March 10, 2020, 4:27 a.m.

Status: Resolved

Update: Dear Clients, The processing of the message listing data backlog is complete. All data is now live.

Time: March 9, 2020, 12:56 p.m.

Status: Monitoring

Update: Dear Clients, We experienced an issue with the SYNAQ Securemail Admin Portal, affecting users' ability to release and review recent mail logs*. Our engineers have identified and resolved the cause of issue and we will continue to monitor whilst the message listing data backlog is being processed. *Please note that mail delivery is not affected at all.

Time: March 9, 2020, 12:56 p.m.

Status: Monitoring

Update: Dear Clients, We experienced an issue with the SYNAQ Securemail Admin Portal, affecting users' ability to release and review recent mail logs*. Our engineers have identified and resolved the cause of issue and we will continue to monitor whilst the message listing data backlog is being processed. *Please note that mail delivery is not affected at all.

Time: March 11, 2020, 8:18 a.m.

Status: Postmortem

Update: Summary and Impact to Customers On Wednesday 4th March 2020 from 11:01 to 13:05, SYNAQ Cloud Mail experienced a mail authentication incident. The resultant impact of the event was that a subset of users could not access the platform. Root cause and Solution The root cause of this event was due to a corruption of certain files in the Cloud Mail stores MYSQL databases. This caused the services on that particular store to stop and then users on that particular store were unable to authenticate and access their mailboxes. In order to resolve this issue, we restored the database from backups which allowed the services to be restarted and users to once again access their mailboxes. Remediation Actions • A call has been logged with our 3rd party provider to do some analysis of the MYSQL database information to and try and determine why this corruption occurred and what can be done in future to mitigate this. • A new monitoring alert has been built to try and detect early any corruptions of this nature.

Time: March 4, 2020, 11:05 a.m.

Status: Resolved

Update: Dear Clients, The Cloud Mail issue, affecting a subset of clients, has been partially resolved. Affected clients can now access their mailboxes. Engineers will continue to work on mailboxes to restore any mail that may be missing for the last few hours.

Time: March 4, 2020, 10:07 a.m.

Status: Identified

Update: Dear Clients, Our engineers have identified the SYNAQ Cloud Mail issue and are working on the resolution as a matter of priority.

Time: March 4, 2020, 9:01 a.m.

Status: Investigating

Update: Dear Clients, SYNAQ Cloud Mail is experiencing an issue where a subset of users cannot access their mailbox. Engineers are investigating this as a matter of urgency.

Time: March 11, 2020, 8:18 a.m.

Status: Postmortem

Update: Summary and Impact to Customers On Wednesday 4th March 2020 from 11:01 to 13:05, SYNAQ Cloud Mail experienced a mail authentication incident. The resultant impact of the event was that a subset of users could not access the platform. Root cause and Solution The root cause of this event was due to a corruption of certain files in the Cloud Mail stores MYSQL databases. This caused the services on that particular store to stop and then users on that particular store were unable to authenticate and access their mailboxes. In order to resolve this issue, we restored the database from backups which allowed the services to be restarted and users to once again access their mailboxes. Remediation Actions • A call has been logged with our 3rd party provider to do some analysis of the MYSQL database information to and try and determine why this corruption occurred and what can be done in future to mitigate this. • A new monitoring alert has been built to try and detect early any corruptions of this nature.

Time: March 4, 2020, 11:05 a.m.

Status: Resolved

Update: Dear Clients, The Cloud Mail issue, affecting a subset of clients, has been partially resolved. Affected clients can now access their mailboxes. Engineers will continue to work on mailboxes to restore any mail that may be missing for the last few hours.

Time: March 4, 2020, 10:07 a.m.

Status: Identified

Update: Dear Clients, Our engineers have identified the SYNAQ Cloud Mail issue and are working on the resolution as a matter of priority.

Time: March 4, 2020, 9:01 a.m.

Status: Investigating

Update: Dear Clients, SYNAQ Cloud Mail is experiencing an issue where a subset of users cannot access their mailbox. Engineers are investigating this as a matter of urgency.