Intermittent Issues in Email Dispatch and Delivery

Incident Report for DANAConnect

Postmortem

Incident summary: Intermittent email delivery issues

On December 1st, an incident occurred that caused intermittent failures exclusively in the platform’s email sending service. All other services operated normally and without interruptions.

The issue was linked to a degradation in the provider’s DNS services. According to validated information, the incident was caused by a faulty PDU that affected critical network equipment and the communication between the provider’s data centers. This led to DNS instability and intermittently impacted email dispatch.

During the event, the provider carried out diagnostic tasks, adjustments, and the replacement of the affected component, while we maintained direct communication to obtain verified updates and monitor the service status.

At 12:48 EST, the provider completed the recovery actions, and the email sending service returned to normal operation. Although the service stabilized, we continued monitoring until receiving the provider’s final confirmation of full stability.

The total duration of the impact was 7 hours and 44 minutes.

Posted Dec 01, 2025 - 15:23 EST

Resolved

This incident has been resolved.

Posted Dec 01, 2025 - 15:22 EST

Monitoring

The service has been restored and is currently operating normally. Systems are responding as expected following the actions taken by the provider on its infrastructure.

We will maintain continuous monitoring until we receive the provider’s final confirmation certifying full service stability.

We will share any relevant updates as soon as they are verified.

Posted Dec 01, 2025 - 12:48 EST

Update

The provider continues carrying out recovery work on the affected infrastructure. Their technical team is performing the necessary adjustments and validations to fully restore the impacted services.

We remain in direct communication with the provider to obtain verified progress updates. We will share a new status report as soon as we receive confirmed information.

Posted Dec 01, 2025 - 12:25 EST

Update

Update :
The provider has identified the root cause of the incident affecting its DNS services. The issue originates from a faulty PDU impacting critical network-layer equipment and communications between the provider’s data centers. Their technical team is currently reviewing and replacing the affected component.

We remain in direct contact with them to obtain verified information regarding progress and next steps. We will publish a new update as soon as we have confirmed details from the provider.

Posted Dec 01, 2025 - 10:12 EST

Update

The provider continues working to resolve the incident affecting its DNS services and has indicated that technical tasks remain in progress. At this time, we do not have an estimated resolution time, but we will share it as soon as the provider makes that information available.

Our team remains in constant contact with them to monitor progress and gather verified data as soon as it becomes available.

We will publish a new update as soon as we have confirmed developments.

Posted Dec 01, 2025 - 09:21 EST

Update

Posted Dec 01, 2025 - 08:20 EST

Update

The provider continues investigating the incident related to the degradation of its DNS services. No new elements have been identified so far that provide further clarity, but analysis efforts remain ongoing to determine the origin of the observed behavior.

Our team remains in constant communication with the provider to monitor progress and gather verified information as soon as it becomes available.

We will publish a new update as soon as we have confirmed developments.

Posted Dec 01, 2025 - 07:17 EST

Identified

DNS Service Degradation.

We are currently observing disruptions in our email dispatch and delivery processes caused by an ongoing incident affecting our provider’s DNS services. This issue may lead to delays or intermittent failures when attempting to send or receive messages through the platform.

Our engineering team is actively working with the provider to assess the impact and restore normal service as quickly as possible. Further updates will be posted as soon as additional verified information becomes available.

Posted Dec 01, 2025 - 06:02 EST

Investigating

We have detected an intermittent issue affecting the sending and delivery of emails from the platform. This may cause delays or occasional failures in message reception. Our team is already working closely with the service provider to identify the root cause and apply the necessary fixes as soon as possible.

We appreciate your patience while we move forward with the resolution.

We will share updates as soon as we have confirmed information.

Posted Dec 01, 2025 - 05:04 EST

This incident affected: Outbound Dispatchers (Email platform).