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email running slow...
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1 post
Nov 14, 2008
8:40 AM
During our System Maintenance our email server crashed and regardless of all the work done by our IT department to restore it, we needed to move to a different email server.

Unfortunately the capacity of this email server is limited and is the reason why in the past few days you have been experiencing a delay on receiving email messages.

Our IT department has been working aggressively to find a solution to fix this problem. Therefore, in order to fix this issue a new email server will need to be implemented and all the data on our current email server will need to be transferred to this new email server.

Due to the volume of email on the server, this is going to take time and at this moment we cannot provide you with a time frame on when this will be concluded.

In the meantime, all the email messages sent to your account early in the morning and at night will reach your email account almost instantly but during peak or business hours you will experience a delay as our email server will need to handle a lot of requests during this period of time.

We sincerely apologize for the inconvenience that this problem has caused you. Let me reassure you that this is high priority for us and that we are doing everything in our power to get our email services back and running as soon as possible.

We will post any update regarding this issue on our Support Blog:

Thank you for your patience and understanding while we work on this.

Kind Regards,

Software Support Technician
2 posts
Nov 14, 2008
4:02 PM
Over a Quarter of a Million Emails Just Delivered!
After non-stop work on the mail server, we’ve been able to resolve the delivery issues. All emails that have been delayed in the system have been or are now being delivered and you should now be able to send and receive email as usual.

We understand how frustrating these email delays have been and we sincerely appreciate your patience and support during this time.

November 14, 2008
Email is Up and Running
…and here’s what happened.

As mentioned in our previous post, Thursday night we moved into a world-class hosting facility. Everything was going really well. However, just as we finished and were walking out the door, the mail server lost power. This sent it into Recovery mode, which requires it to scan the system to ensure no data loss.

Unfortunately, since we host 10s of thousands of customers, there are millions of files that need to be scanned, which takes several hours to complete.

We understand that you trust us with your mail and that we let you down. We assure you that we did everything to avoid this and we’ll be doing everything in the future to ensure that it doesn’t happen again. We really appreciate your patience during the email downtime.

Our sincerest apologies and we thank you for your continued support.

Last Edited by on Nov 14, 2008 4:02 PM
7 posts
Nov 21, 2008
6:05 PM
As you know, following the server move there were intermittent email delay issues throughout the week. After non-stop efforts to resolve this problem and thorough testing, all email is now being processed at normal speeds.

Just to recap, here’s what happened.

During the move to our new state of the art server facility, our email server lost power and was automatically sent into recovery mode. In that mode, each of 30 million records were then being recovered one by one, which takes a lot of time.

As the email server recovered, we needed to move temporarily to a backup email server. Due to the high volume of email being processed and the limited capacity of the replacement email server, we began to experience delays sending and receiving email.

To get your email working as quickly as possible, it was decided that we needed to build a new mail server ASAP.
After the new email server was built, we completed thorough testing, which brings us up to now. Email is currently being delivered within 2 – 5 minutes.

We know that these email challenges over the past week have been difficult for you and we understand that your business depends on your email. We assure you that we take any disruption to our service extremely seriously and that resolving this email issue has been our top priority since it began.

Thank you for your patience and understanding during these issues and delays.

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