Feb <var data-var='date'>11</var>, <var data-var='time'>11:47</var> CAT Resolved - Dear Clients, The SSL connectivity issue affecting Securemail has been fully resolved. Root Cause: A break in the certificate chain was identified as the source of the issue. This has now been corrected, and all Securemail services have returned to normal operation. Current Status: SSL and TLS-secured access across services is fully operational No further impact observed Ongoing monitoring confirms sustained platform stability Our Commitment: At SYNAQ, we remain committed to delivering a secure, performant, and reliable platform. We appreciate your patience and understanding throughout this incident. If you experience any lingering issues or have questions, please reach out to our support team. Kind Regards, The SYNAQ Team Feb <var data-var='date'>11</var>, <var data-var='time'>10:05</var> CAT Monitoring - Dear Clients, We have identified and resolved the root cause of the SSL connectivity issues on the Securemail platform. The disruption was due to a break in the certificate chain, which has since been corrected. All services have now been restored and are functioning as expected. We will continue to monitor the platform closely to ensure ongoing stability. Thank you for your patience during this incident. Kind Regards, The SYNAQ Team Feb <var data-var='date'>11</var>, <var data-var='time'>09:41</var> CAT Investigating - Dear Clients, We are currently investigating reports of SSL-related connectivity issues affecting the Securemail platform. This may impact users attempting to connect to Securemail services via secure protocols. Our engineering and infrastructure teams are actively assessing the nature and extent of the issue. At this time, we are working to isolate the root cause and will provide updates as more information becomes available. Please rest assured that resolving this issue is being treated with the highest priority. We appreciate your patience and will share a further update shortly. Kind Regards, The SYNAQ Team

Securemail SSL Connectivity Issues

Oct <var data-var='date'>28</var>, <var data-var='time'>16:23</var> CAT Resolved - Dear Clients, We are pleased to confirm that the earlier degradation in mail delivery between Securemail and CloudMail has been resolved. Current Status: Mail flow has stabilised and messages are now being delivered within normal thresholds. No residual delays are currently observed. Our teams will continue to monitor performance closely to ensure sustained stability across the platform. At SYNAQ, our clients remain our highest priority. We are committed to maintaining a resilient, performant, and secure environment, and we appreciate your patience and understanding during this incident. Should you have any outstanding concerns, please don’t hesitate to reach out to us at support@synaq.com or 011 262 3632 — we’re here to help. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>28</var>, <var data-var='time'>14:57</var> CAT Update - Dear Clients, Our team is actively engaged in investigating and resolving the current mail delivery delays affecting the transfer of messages from Securemail to CloudMail. We are seeing progressive improvements in delivery times, but performance has not yet returned to expected levels. Engineering efforts are ongoing and remain a top operational priority. We assure you this issue is being treated with the utmost urgency towards resolution. At SYNAQ, our clients are our top priority. We remain deeply committed to maintaining a resilient, performant, and secure platform for all our customers. We will continue to provide regular updates as we make further progress. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>28</var>, <var data-var='time'>12:13</var> CAT Identified - Dear Clients, We are currently experiencing degraded performance related to delivery from Securemail to the CloudMail platform, resulting in delays in email delivery. Our monitoring shows that delivery times are currently ranging between 15 to 30 minutes in some instances. Our engineering team are actively investigating the root cause and working to restore full service as quickly as possible. We will continue to provide updates as we make progress. Thank you for your patience and understanding. Sincerely, SYNAQ Technical Team

Email delivery delays from Securemail to Cloudmail

Oct <var data-var='date'>27</var>, <var data-var='time'>14:29</var> CAT Resolved - Dear Clients, We are pleased to confirm that the CloudMail platform has fully recovered, with all core services operating consistently and within normal performance thresholds. Resolved Services: - SMTP (desktop client mail sending) - Webmail (access and responsiveness) - Zimbra Connector for Outlook (ZCO) - General performance and stability No new errors or regressions have been observed across the platform. Performance and reliability have remained stable today. Our Thanks: We want to extend our sincere gratitude for your patience, understanding, and support throughout this incident. At SYNAQ, our clients are our top priority. We remain deeply committed to ensuring a resilient, performant, and secure platform for all our customers, and we will continue to engage with our upstream vendor to reinforce long-term improvements. If you need further assistance or technical clarification, please contact us at: support@synaq.com 011 262 3632 Sincerely, SYNAQ Technical Team Oct <var data-var='date'>23</var>, <var data-var='time'>09:09</var> CAT Update - Dear Clients, We continue to see progressive recovery across the CloudMail platform. Our teams have observed stable system performance with increasing load during business hours. Core services — including SMTP, Webmail, and ZCO — are consistently available and performing within expected parameters. Message Flow Considerations: As user-side email clients (e.g., Outlook) automatically retry previously undelivered messages, temporary spikes in outbound queue activity may still occur. This is normal and expected. Most messages will clear without any intervention. If you notice a message remains undelivered after 60 minutes, please notify our support team so we can assist. Monitoring and Priority: Our engineering team continue to monitor the environment closely and work with our upstream storage vendor to track platform behaviour and confirm long-term stability. We want to reaffirm: This incident continues to hold the highest technical and executive priority within SYNAQ. We remain fully committed to ensuring a stable, performant, and secure platform for all our clients. Thank you once again for your patience and understanding throughout this process. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>22</var>, <var data-var='time'>14:41</var> CAT Update - Dear Clients, Our teams remain in active monitoring mode following the stabilisation of the CloudMail platform. We are currently observing acceptable performance levels, and core services—including Webmail and ZCO (Zimbra Connector for Outlook)—are operating reliably. Message Queue Advisory: As platform stability improves and normal usage resumes, you may experience temporary delays in outbound email delivery. This is expected, as client-side send queues (such as Outlook outboxes) begin to retry messages that were previously stuck during the degraded state. What to expect: - Messages may remain queued briefly but will deliver automatically once throughput normalizes. No action required: - These retries are automatic. However, if a message remains undelivered for more than 60 minutes, please contact our support team so we can investigate and assist with specific queue diagnostics. Ongoing Monitoring: We will continue to observe system behavior under peak load to ensure full recovery holds across: - SMTP (sending via desktop clients) - Webmail performance and accessibility - ZCO usage and sync consistency - Overall platform responsiveness Our Commitment to You: Please rest assured that this incident continues to carry the highest operational and executive priority within SYNAQ. We fully understand the disruption service interruptions can cause and remain committed to delivering a stable, performant, and secure CloudMail platform for all our clients. We thank you for your continued support and patience, and we will share any further updates as necessary. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>22</var>, <var data-var='time'>07:22</var> CAT Monitoring - Dear Clients, We're pleased to report that our engineering team, in close collaboration with our upstream storage vendor, has successfully implemented a stability fix that has led to a recovery of services across the CloudMail platform. Current Status The platform is currently stable, and we are observing normalized performance across all core services, including: - SMTP (sending via Outlook or other desktop clients) - Webmail - Zimbra Connector for Outlook (ZCO) - File Uploads and General Platform Usage This improvement follows the resolution of an issue identified within our storage layer, which had been directly impacting service performance. Next Steps: We are continuing to: - Monitor all systems under increased load during peak usage. - Work with our storage vendor to validate the long-term fix and finalize component replacements. - Investigate additional improvements to bolster resiliency and detect future anomalies earlier. Our Commitment to You Please rest assured that this incident continues to carry the highest technical and executive priority within SYNAQ. We understand how disruptive service interruptions can be and remain committed to maintaining a stable, performant, and secure platform for all our clients. Your trust in us is valued deeply. We are doing everything necessary to ensure that your experience on the CloudMail platform is consistently reliable. We will provide further updates if needed or should there be any changes in status. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>21</var>, <var data-var='time'>18:07</var> CAT Update - Dear Clients, Our teams remain fully engaged in addressing the service degradation affecting multiple components of the CloudMail platform. Current Status While we continue to work towards full resolution Temporary Workaround At present, Webmail access remains the most stable and consistent experience for affected users. We recommend making use of the Webmail interface (https://mail.synaq.com ) as a temporary workaround while remediation is in progress. Ongoing Work Our engineering and infrastructure teams are working closely with our upstream storage vendor to address the confirmed underlying storage performance issue. - A workaround has been implemented to alleviate pressure. - Replacement hardware is being sourced as part of long-term remediation. - Continuous monitoring is in place to track stability during peak and off-peak periods. Please rest assured this incident has the highest technical and executive priority within SYNAQ. We are committed to restoring full platform functionality and are taking all necessary steps to ensure both immediate recovery and long-term resilience. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>21</var>, <var data-var='time'>17:27</var> CAT Update - Dear Clients, Our teams remain fully engaged in addressing the service degradation impacting multiple components of the CloudMail platform. Current Status: We continue to work toward full service restoration. While some user operations may appear temporarily improved, this is primarily due to the current low activity on the platform given the time of day. Intermittent issues persist across the following services: - SMTP (sending email via desktop clients such as Outlook) - Webmail (accessibility and performance) - Zimbra Connector for Outlook (ZCO) - General usage and performance consistency What We're Doing: Our engineering teams are actively collaborating with our upstream storage vendor to diagnose and resolve the root cause of degraded storage performance, which has been identified as the primary contributing factor. As part of the ongoing remediation, various workarounds have already been implemented to mitigate immediate user impact. In parallel, we are sourcing replacement components to support long-term resolution and platform stability. Please rest assured that this incident holds the highest technical and executive priority within SYNAQ. Additional diagnostics are underway to ensure both immediate recovery and lasting platform resilience. Thank you for your continued patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>21</var>, <var data-var='time'>12:36</var> CAT Identified - Dear Clients, We are aware that intermittent service issues have re-emerged, affecting core services such as SMTP, Webmail, ZCO, and overall user experience. Despite the earlier workaround, platform stability has regressed. Our engineering team has traced the root issue to our storage infrastructure, and we are actively engaging with our upstream storage vendor to perform additional diagnostics and provide direct support. Please rest assured that this incident has the highest technical and executive priority within SYNAQ. Our teams are fully engaged, and additional diagnostics are underway to ensure both immediate recovery and long-term platform stability. We will continue to share updates as they become available. Your patience and understanding during this time are sincerely appreciated. Oct <var data-var='date'>21</var>, <var data-var='time'>09:54</var> CAT Update - Dear Clients, Our engineering team has successfully identified the root cause of the recent service disruptions. The issue was traced to a performance degradation within our underlying storage layer, which directly impacted responsiveness across SMTP, Webmail, ZCO, and file upload services. A workaround has been implemented to stabilise platform performance, and we are closely monitoring for any signs of regression. In parallel, we are working with our upstream vendor to source replacement hardware components to fully remediate the issue and prevent future recurrence. We appreciate your patience during this incident and will continue to provide timely updates as progress is made. Kind Regards, Oct <var data-var='date'>21</var>, <var data-var='time'>08:52</var> CAT Update - Dear Clients, We are currently observing a significant increase in platform activity across all core services as the business day begins. At this time, services remain stable, and our engineering teams are closely monitoring all system metrics for any signs of degradation or load-related impact. Should any disruption or intermittent issue arise, we will communicate this immediately via our standard channels. Thank you for your continued patience and trust. Oct <var data-var='date'>21</var>, <var data-var='time'>06:28</var> CAT Monitoring - Dear Clients, Services across the platform have returned to a stable state as of this morning. Our engineering teams are actively monitoring all systems to ensure continued stability and responsiveness. While all core functions (including SMTP, Webmail, file uploads, and ZCO) are currently performing as expected, we remain vigilant for any signs of recurrence or degradation. We sincerely thank you for your patience during the disruption and will continue to keep you informed of any material developments. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>20</var>, <var data-var='time'>20:43</var> CAT Update - Dear Clients, We have observed a period of improved platform stability over the past hour. However, this improvement is likely correlated with reduced user activity due to the time of day, and does not yet confirm full resolution of the incident. Intermittent issues may still persist across the following services: - SMTP (sending via Outlook and other desktop clients) - Webmail (login, navigation, and attachment uploads) - ZCO (Zimbra Connector for Outlook) - General platform usage (e.g., session reliability and upload responsiveness) Next Steps: Our teams will continue to monitor overnight and conduct deeper analysis to ensure root causes are fully addressed. A follow-up update will be provided tomorrow morning (Tuesday) with the latest findings and progress. We appreciate your continued patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>20</var>, <var data-var='time'>16:39</var> CAT Update - Dear Clients, There are no new updates at this time. Our teams remain actively engaged in the investigation and are working continuously to isolate and resolve the root cause behind the ongoing service disruptions. We will provide the next update as soon as we have meaningful progress to share. Thank you for your continued patience. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>20</var>, <var data-var='time'>14:58</var> CAT Update - Dear Clients, Our investigation remains ongoing. We can now confirm that Zimbra Connector for Outlook (ZCO) is also experiencing issues, in addition to the previously reported disruptions across SMTP, Webmail, and File Uploads. Affected Services: - SMTP (sending mail via Outlook and other desktop clients) - Webmail (intermittent accessibility and feature degradation) - File Uploads (e.g., attachments) - ZCO (Zimbra Connector for Outlook) – confirmed to be affected What We’re Doing: Our engineering and infrastructure teams are actively assessing all layers involved in authentication, delivery, and storage interaction. We are also tracing potential systemic latency or load-related issues that may be impacting session establishment and service responsiveness. Next Update: We will share further updates as soon as additional information becomes available. Thank you for your continued patience and understanding as we work to resolve this matter. Kind Regards, Oct <var data-var='date'>20</var>, <var data-var='time'>13:19</var> CAT Update - Affected Services: - SMTP (sending via Outlook and other clients) - Webmail (intermittent access and usage issues/ File uploads) Current Impact: We are seeing widespread degradation across multiple CloudMail services. Users are reporting: - Intermittent or failed SMTP sending attempts - Difficulty accessing or using Webmail - File upload failures, particularly when attaching files when composing emails. What We’re Doing: Our engineering team is actively investigating across all layers of the platform to identify the root cause. Telemetry and service health are being reviewed across: - Authentication flows - Storage/attachment processing - Frontend service responsiveness Next Update: A further update will be provided as soon as possible on any new developments. We understand the urgency and apologize sincerely for the disruption. Thank you for your patience while we work to restore full service. Oct <var data-var='date'>20</var>, <var data-var='time'>12:08</var> CAT Investigating - Impact: Some users are experiencing intermittent failures when attempting to send emails via SMTP using Outlook. Details: We are aware of an issue causing intermittent SMTP authentication or delivery failures for users sending email through Outlook. This appears to affect only certain sessions or users sporadically. Our engineering team is actively investigating and analyzing backend telemetry to determine the root cause and scope. We apologize for the inconvenience and appreciate your patience while we work to restore consistent functionality. Sincerely, SYNAQ Technical Team

Intermittent SMTP Sending Issues via Outlook

Oct <var data-var='date'> 6</var>, <var data-var='time'>14:33</var> CAT Resolved - Dear Clients, This incident has now been resolved. Connectivity and service access to the CloudMail platform remain stable, and we have also observed sustained improvements to the Portal interface performance. We will continue to monitor proactively, but no further client impact is expected at this time. We thank you sincerely for your patience and understanding throughout the incident. If you have any further queries or require assistance, please don’t hesitate to contact our support team at support@synaq.com or call us on 011 262 3632 — we’re here to help! Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>16:51</var> CAT Update - Dear Clients, The CloudMail platform remains stable and all related services are operating normally. We have observed minor improvements in portal access, but performance has not yet returned fully to expected levels. Our upstream vendor continues to investigate, and we are monitoring closely to ensure progress continues. Although we are seeing positive signs, the matter is not yet fully resolved. We will provide further updates as soon as more information becomes available. Thank you for your continued patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>13:19</var> CAT Update - Dear Clients, The CloudMail platform remains fully stable and all related services are functioning normally. We have also seen an improvement in portal access, although performance has not yet fully returned to expected levels. Our upstream vendor continues to investigate, and we are monitoring the situation closely. Further updates will be shared as more information becomes available. We appreciate your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>11:25</var> CAT Update - Dear Clients, Connectivity to the CloudMail platform has been restored, and all related services are accessible. The SYNAQ Portal is still experiencing reduced performance, and we are awaiting further feedback from our upstream vendor regarding this. All local services linked to portal requests are currently operating at acceptable levels. We are continuing to monitor the environment closely and will provide further updates as more information becomes available. Thank you for your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>10:18</var> CAT Update - Dear Clients, Our team is currently investigating reports of no connectivity to the CloudMail platform. Users may be unable to access services at this time. We are actively working to determine the cause and will provide further updates as soon as more information becomes available. We apologise for the disruption and thank you for your patience. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>09:27</var> CAT Monitoring - Dear Clients, We have seen great recovery regarding authentication failures, and the platform has stabilised significantly. If users are still prompted for a password when attempting to log in via POP/IMAP, it is likely due to a temporary password lockout after too many invalid login attempts. In such cases, we recommend performing a password reset, which will restore access. Regarding the SYNAQ Portal, the performance of the user interface has not yet fully returned to expected levels. Our upstream vendor is actively investigating this, and we are awaiting their feedback. All local services related to portal requests are currently performing at acceptable levels. We will continue to monitor the environment closely and provide further updates as progress is made. We thank you for your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 3</var>, <var data-var='time'>06:06</var> CAT Identified - Dear Clients, The portal reset has been successfully completed, and adjustments were made within the platform to improve stability. Since then, we have observed a substantial decline in authentication failures, which indicates that very good progress has been made. Our engineering team is still actively investigating and monitoring the environment to ensure continued stability. We will continue to provide further updates as more information becomes available. We sincerely thank you for your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 2</var>, <var data-var='time'>20:43</var> CAT Update - Dear Clients, We are continuing to investigate the issues affecting POP and IMAP login access. Webmail and ZCO remain unaffected. So far, we have confirmed that performing a password reset restores POP/IMAP access. However, due to high demand, the SYNAQ Portal has been slower than usual in processing these resets. Our team is monitoring this closely and assisting with manual resets where needed. We are working with our upstream vendor to address the matter urgently. Additional maintenance has been scheduled tonight to help stabilise services further. At this stage, we cannot yet provide an ETA for full resolution, but we will continue to share updates as progress is made. We apologise for the inconvenience and thank you for your patience. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 2</var>, <var data-var='time'>17:10</var> CAT Update - Dear Clients, The issue with POP and IMAP access persists, and our engineering team is still investigating alongside our upstream vendor. We have observed that for accounts where passwords have been reset, access has been successfully restored. This confirms that the initial reports around the need for password resets were correct. However, because of the slowness on the SYNAQ Portal, many password resets were delayed, which in turn meant that user access could not be restored immediately. We are continuing a deep-dive investigation into the Portal performance issues while monitoring the overall platform closely. Further updates will be shared as progress is made. We sincerely apologise for the inconvenience caused and appreciate your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 2</var>, <var data-var='time'>13:25</var> CAT Update - Dear Clients, We have observed a regression in the earlier reported issue affecting POP and IMAP services. At present, clients are experiencing degraded connectivity and, in many cases, are unable to connect at all via their mail clients. Webmail continues to function as expected, and password resets via the SYNAQ Portal remain available, although response times may still be slower than normal. Our engineering team is actively engaged and working with our upstream vendor to restore full service as a matter of urgency. We will continue to provide updates as more information becomes available. We sincerely apologise for the disruption and thank you for your continued patience. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 2</var>, <var data-var='time'>12:01</var> CAT Update - Dear Clients, We have received reports that passwords function correctly on Webmail but fail when used in Outlook via POP/IMAP. Resetting the password appears to restore functionality across both Webmail and Outlook. Our engineering team is continuing to investigate this behaviour and is working with our upstream vendor to identify and resolve the root cause. In the interim, users experiencing this issue are advised to reset their password via the SYNAQ Portal, after which both Webmail and Outlook access should be restored. We will provide further updates as more information becomes available. Thank you for your patience and understanding. Sincerely, SYNAQ Technical Team Oct <var data-var='date'> 2</var>, <var data-var='time'>10:39</var> CAT Investigating - Dear Clients, We are currently investigating reports of authentication errors affecting POP and IMAP services. Some users may experience issues when attempting to connect via their mail clients. In addition, we are aware of slower than usual response times on the SYNAQ Portal, particularly when performing password resets. Our engineering team is actively investigating both issues and working to restore normal service as quickly as possible. We will continue to provide updates as soon as more information becomes available. We apologise for the inconvenience caused and thank you for your patience. Sincerely, SYNAQ Technical Team

POP/IMAP Authentication Errors and Portal Slowness

Aug <var data-var='date'> 8</var>, <var data-var='time'>12:27</var> CAT Resolved - Dear SYNAQ Client, The recent issue impacting the CloudMail platform has been fully resolved. The platform is stable and fully operational, with Webmail and mail delivery functioning as expected. We have completed our monitoring phase and no further problems have been detected. Thank you for your patience and understanding throughout this incident. If you have any further queries or require assistance, please don’t hesitate to contact our support team at support@synaq.com or call us on 011 262 3632 — we’re here to help! Sincerely, SYNAQ Technical Team Aug <var data-var='date'> 7</var>, <var data-var='time'>12:09</var> CAT Monitoring - Dear SYNAQ Client, Following successful collaboration with our upstream vendor, the underlying issue has been resolved and the CloudMail platform has recovered. At present, the platform remains stable, with Webmail and mail delivery functioning as expected. No further delays or abnormalities have been observed. Our team is continuing to monitor the environment closely to ensure ongoing stability. We’ll provide a final update once we are confident that the issue has been fully resolved. Thank you for your continued patience and support. Sincerely, SYNAQ Technical Team Aug <var data-var='date'> 6</var>, <var data-var='time'>13:09</var> CAT Identified - Dear SYNAQ Client, We have identified the area contributing to the performance challenges on the CloudMail platform and are currently working with our upstream vendor to mitigate the issue. Good progress has been made so far. At present, the platform remains stable, with Webmail and mail delivery functioning as expected. We continue to monitor the environment closely and will share further updates as our remediation efforts progress. Thank you for your continued patience and understanding. Sincerely, SYNAQ Technical Team Aug <var data-var='date'> 5</var>, <var data-var='time'>08:24</var> CAT Update - CloudMail Platform – Ongoing Monitoring & Vendor Engagement. Dear SYNAQ Client, This is a follow-up on the CloudMail platform incident. Our engineering team is continuing to monitor the environment closely, and we are still actively engaged with our upstream vendor as part of the ongoing investigation into the root cause of the issue. At this stage, the platform remains stable, and all services — including Webmail and mail delivery — are functioning as expected. We will provide further updates as soon as there is meaningful progress to report. Thank you once again for your continued patience and understanding. Kind regards, SYNAQ Technical Team Aug <var data-var='date'> 4</var>, <var data-var='time'>23:28</var> CAT Update - Service Stability update regarding CloudMail Platform. Dear SYNAQ Client, Our team has been working diligently alongside our upstream vendor to stabilise the CloudMail platform. We are pleased to report that any backlog of incoming emails has been successfully processed and cleared, and stability has returned to key services — including Webmail, which is now performing as expected. While we continue our investigation in collaboration with our vendor, we are still working to pinpoint the root cause of the issue. In the meantime, we are actively monitoring the environment closely to ensure continued performance and reliability. We will keep you informed with further updates as soon as more information becomes available. We sincerely apologise for the inconvenience caused, and we thank you for your continued patience and support. Warm regards, SYNAQ Technical Team Aug <var data-var='date'> 4</var>, <var data-var='time'>15:09</var> CAT Investigating - Dear SYNAQ Client, We are currently investigating an unexpected performance issue affecting the IMAP service layer, which is resulting in elevated system load across parts of the CloudMail platform. This is impacting: - Webmail performance, which may be slow or intermittently unresponsive - Incoming email delivery, with noticeable delays — particularly for mail being archived via the Zimbra-integrated archive platform Our engineering team is actively engaged in identifying the root cause of the issue. We have also escalated the matter to our upstream vendor and are working closely with them to resolve it as a matter of urgency. We will continue to provide updates as more information becomes available. We sincerely apologise for the inconvenience and thank you for your ongoing patience. Sincerely, SYNAQ Technical Team

Service Degradation Affecting CloudMail, Webmail, and Mail Delivery

Jul <var data-var='date'>28</var>, <var data-var='time'>13:04</var> CAT Resolved - RESOLVED: Dear SYNAQ Client, The issue affecting event visibility in the Securemail User Interface has now been fully resolved. Event processing has caught up and is functioning as expected. Our team will continue to monitor the platform closely to ensure ongoing stability. Thank you for your patience and understanding throughout this incident. If you have any further queries or require assistance, please don’t hesitate to contact our support team at support@synaq.com or call us on 011 262 3632 — we’re here to help! Sincerely, SYNAQ Technical Team Jul <var data-var='date'>28</var>, <var data-var='time'>12:19</var> CAT Update - UPDATE: Dear SYNAQ Client, The Securemail User Interface continues to process events as expected. Backfilling of historical events is still in progress, and the system is steadily catching up. Our team remains actively engaged and is monitoring the environment closely to ensure all outstanding data is fully processed. We will share further updates as more information becomes available. Thank you for your continued patience and understanding. Sincerely, SYNAQ Technical Team Jul <var data-var='date'>28</var>, <var data-var='time'>11:03</var> CAT Monitoring - Update: Dear SYNAQ Client, The Securemail User Interface is now processing events as expected, and the system has almost fully caught up on outstanding tasks for today. Our engineering team continues to monitor the platform closely to ensure full stability and performance. We will confirm once the issue is fully resolved. Thank you for your continued patience and support Sincerely, SYNAQ Technical Team Jul <var data-var='date'>28</var>, <var data-var='time'>10:28</var> CAT Identified - UPDATE: Dear SYNAQ Client, The team has identified the backend component that caused the issue within the Securemail User Interface and has implemented a fix to address it. We are now observing that event processing to the UI has resumed. While this is a positive sign, the team is continuing to investigate and is monitoring the system closely to ensure full stability and resolution. We will provide further updates shortly as we progress. Thank you for your continued patience and understanding. Sincerely, SYNAQ Technical Team Jul <var data-var='date'>28</var>, <var data-var='time'>10:06</var> CAT Update - Update: Dear SYNAQ Client, We are currently investigating an issue where the Securemail web interface is not displaying recent events as expected. This issue is limited to the Securemail User Interface only. Please note: All mail is still being processed and delivered successfully. This is purely a visual/UI issue and does not affect mail flow or delivery in any way. Our engineering team is working to identify the root cause and restore full visibility within the interface. We will share further updates as soon as more information becomes available. Thank you for your patience and understanding. Sincerely, SYNAQ Technical Team Jul <var data-var='date'>28</var>, <var data-var='time'>09:57</var> CAT Investigating - We are currently investigating an issue where the Securemail web interface is not displaying recent events as expected. This may impact your ability to view the latest email logs or message activity via the UI. Our engineering team is actively working to identify the root cause and restore full functionality. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding.

Securemail Web Interface

Jun <var data-var='date'>12</var>, <var data-var='time'>12:12</var> CAT Resolved - The issue affecting mail sending via Outlook has been fully resolved. All services remain stable and operational. Our monitoring has confirmed sustained performance with no further abnormalities observed. Final reminder for Outlook users: Please close and reopen Outlook to refresh your session. If prompted for a password, we suggest performing a password reset and signing in again, as an incorrect password may have been saved during the disruption. If you need any further assistance, please don’t hesitate to reach out to our support team via support@synaq.com or call us on 011 262 3632 — we are here to help! We sincerely appreciate your patience and understanding throughout this incident, and we apologise for any inconvenience caused. Jun <var data-var='date'>12</var>, <var data-var='time'>11:40</var> CAT Monitoring - Update: Stability has returned across the platform, and all services are fully operational. Our team is actively monitoring the environment to ensure continued performance. Reminder for Outlook users: Please close and reopen Outlook to re-establish the connection. If you are prompted for a password, we recommend performing a password reset and signing in again. It's possible that an incorrect password was saved in your Outlook profile during the incident. We’ll continue to keep a close eye on the situation. Thank you for your continued patience and support. Jun <var data-var='date'>12</var>, <var data-var='time'>11:21</var> CAT Identified - Engineers have identified the root cause of the issue affecting mail sending via Outlook and have implemented a service fix. All internal tests have passed successfully, and the platform is operating as expected. We are continuing to monitor the environment closely. Next Steps for Users: - Please close and restart Outlook to re-establish the connection. - If prompted for a password, we recommend performing a password reset and re-entering your credentials. In some cases, an incorrect password may have been saved to the Outlook profile during the incident. We sincerely appreciate your patience and understanding during this time, and we apologise for any inconvenience caused. Jun <var data-var='date'>12</var>, <var data-var='time'>10:19</var> CAT Investigating - We are currently aware of and investigating an issue affecting the ability to send emails via Microsoft Outlook on the CloudMail platform. Our engineering team is actively working to identify the root cause and implement a resolution as quickly as possible. Please note: Webmail access remains fully operational and unaffected at this time. We will provide further updates as we make progress on the investigation. Thank you for your patience and understanding.

Investigating Issues with Sending Mail from Outlook

Jan <var data-var='date'>16</var>, <var data-var='time'>21:57</var> CAT Resolved - Dear SYNAQ Clients, We are pleased to inform you that the issue affecting the SYNAQ CloudMail Integrated Archives service has been successfully resolved. The service is now operating normally, and all mail queues have been cleared. Our engineers will continue to monitor the system closely to ensure ongoing stability and optimal performance. We sincerely appreciate your understanding and patience throughout this time. If you have any further questions or need assistance, please don’t hesitate to reach out to our support team. Kind regards, SYNAQ Technical Team Jan <var data-var='date'>16</var>, <var data-var='time'>20:57</var> CAT Monitoring - Dear SYNAQ Clients, Our engineers have implemented a fix for the SYNAQ CloudMail Integrated Archives service. The affected mail queues are now being processed, and the backlog is being cleared. Our team is actively monitoring the archive mail delivery performance to ensure the backlog clears as quickly as possible. We appreciate your patience and will continue to provide updates as the situation progresses. Kind regards, SYNAQ Technical Team Jan <var data-var='date'>16</var>, <var data-var='time'>18:58</var> CAT Identified - Dear SYNAQ Clients, The SYNAQ CloudMail Integrated Archives service is still experiencing delays. Our engineers have identified the root cause of the issue and are actively working to resolve it as quickly as possible. Again, this incident has no impact on mails to or from users mailboxes. We sincerely appreciate your patience and understanding as we work to restore normal service. Our next update will follow in 2 hours. Kind regards, SYNAQ Technical Team Jan <var data-var='date'>16</var>, <var data-var='time'>17:59</var> CAT Investigating - Dear Clients, SYNAQ CloudMail Integrated Archives are currently experiencing an incident where by mail destined for for related archives ( CloudMail Archive Mailboxes ) are queued and delayed for delivery. This is identified by the "Warning: message delayed for 24/48 hours" Notification Mail. Engineers are investigating this as a matter of urgency. This incident has no impact on mails to or from users mailboxes. We will send our next update in 60 minutes.

CloudMail Integrated Archives Delayed Delivery

Jun <var data-var='date'>21</var>, <var data-var='time'>09:59</var> CAT Resolved - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team Jun <var data-var='date'>21</var>, <var data-var='time'>09:37</var> CAT Monitoring - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service will soon return to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team Jun <var data-var='date'>21</var>, <var data-var='time'>09:22</var> CAT Update - We are continuing to investigate this issue. Jun <var data-var='date'>21</var>, <var data-var='time'>09:21</var> CAT Investigating - Dear SYNAQ Client , We have identified a major Cloud Mail incident where clients are experiencing intermittent failures on Zimbra Cloudmail. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise for the inconvenience caused. Sincerely, SYNAQ Technical Team

Cloud Mail Network Error

May <var data-var='date'>10</var>, <var data-var='time'>12:48</var> CAT Resolved - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team May <var data-var='date'>10</var>, <var data-var='time'>12:42</var> CAT Monitoring - Dear SYNAQ Client, Our engineers have both identified and resolved the Securemail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team May <var data-var='date'>10</var>, <var data-var='time'>11:36</var> CAT Update - Dear SYNAQ Client, Our engineers are still working on the incident as a matter of urgency and will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team May <var data-var='date'>10</var>, <var data-var='time'>10:37</var> CAT Identified - Dear SYNAQ Client, Our engineers have identified the cause of the incident and are working on resolving the matter. We will continue to provide updates as they become available. We apologise for the inconvenience caused and would like to assure you that this is being treated as a matter of importance and urgency. Sincerely, SYNAQ Technical Team May <var data-var='date'>10</var>, <var data-var='time'>10:12</var> CAT Investigating - Dear SYNAQ Client We have identified a major Securemail UI incident where clients are experiencing a database issue - impacting message listing data. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team

Securemail UI - Incident - Database isssue

May <var data-var='date'> 2</var>, <var data-var='time'>17:33</var> CAT Resolved - Dear SYNAQ client, We have identified and resolved the current network accessibility issue, which was due to a data centre incident being experienced by our upstream provider. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team May <var data-var='date'> 2</var>, <var data-var='time'>17:10</var> CAT Monitoring - Dear SYNAQ Client, Services to major Data centres have been restored and operating normally. We apologise for the service disruption and remain committed to providing you with the exceptional service you have come to expect from SYNAQ. We will continue to monitor the service. Sincerely, SYNAQ Technical Team May <var data-var='date'> 2</var>, <var data-var='time'>16:46</var> CAT Investigating - Dear SYNAQ Client, We are experiencing a service issue on the SYNAQ Cloud Mail platform. We apologise for this inconvenience. Our engineers are looking into the problem and should have us back to normal in the shortest time possible! Sincerely, SYNAQ Technical Team

Service Disruption - SYNAQ Cloud Mail

Feb <var data-var='date'>29</var>, <var data-var='time'>16:36</var> CAT Resolved - Dear Valued Client, We are pleased to announce that the Cloud Mail mobile app performance issue has been resolved and the service is recovering. We will continue to monitor performance. We sincerely apologise for any inconvenience this may have caused and appreciate your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>13:24</var> CAT Update - Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are currently deploying a fix to restore impacted services. We will provide the next update once we recieve feedback from the upstream vendor. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>12:00</var> CAT Update - Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are currently deploying a fix to restore impacted services. We will keep you updated on the progress on an hourly basis. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>11:00</var> CAT Update - Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are pleased to inform you that we have received a potential solution (fix) from our upstream vendor. We are currently deploying and thoroughly evaluating this fix to assess its effectiveness in restoring impacted services. We will keep you updated on the progress and anticipated timeframe for complete service restoration on an hourly basis. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>10:11</var> CAT Update - Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to resolve the issue. Follow up updates will be provided hourly. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>09:01</var> CAT Update - Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to resolve the issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>08:32</var> CAT Update - Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to work on a fix for this issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>07:57</var> CAT Identified - Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team resolve the issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team Feb <var data-var='date'>29</var>, <var data-var='time'>07:34</var> CAT Update - We are continuing to investigate this issue. Feb <var data-var='date'>29</var>, <var data-var='time'>07:33</var> CAT Investigating - Dear Valued Client, We have identified a minor Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team investigate. Thank you for your patience and understanding. Sincerely, SYNAQ Team

CloudMail error_Mobile App access

Dec <var data-var='date'>20</var>, <var data-var='time'>08:47</var> CAT Resolved - Dear Valued Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent errors on outgoing mails. Due to a recent MS Office update, some emails may be delivered as blank. We sincerely apologise for any inconvenience this may cause. Temporary Solutions: a)	To ensure uninterrupted communication while continuing to use MS Outlook, we recommend, composing an email, saving it and then proceed to send, while our teams work on a permanent fix. b)	Or should you prefer a web-based option, we recommend using SYNAQ Webmail while our teams work on a permanent fix. c)	Alternatively, downgrade your MS Outlook to version “16924.20150”, ensuring that “auto updates” is not selected. The step-by-step guide on how to downgrade can be found here; https://kb.4team.biz/how-to-downgrade-outlook-version/. Permanent Solution: Zimbra are actively collaborating with Microsoft to release a patch that will fix this issue. The teams are diligently testing to ensure stability and effectiveness. We will closely monitor progress and communicate a confirmed release date as soon as it becomes available. We understand this disruption may be frustrating, especially during this busy period. If you have any questions or need assistance transitioning, please don't hesitate to contact us. Thank you for your patience and understanding. Sincerely, SYNAQ Team Dec <var data-var='date'>19</var>, <var data-var='time'>12:49</var> CAT Identified - Dear Valued Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent errors on outgoing mails. Due to a recent MS Office update, some emails may be delivered as blank. We sincerely apologise for any inconvenience this may cause. Temporary Solutions: a)	To ensure uninterrupted communication while continuing to use MS Outlook, we recommend, composing an email, saving it and then proceed to send, while our teams work on a permanent fix. b)	Alternatively, should you prefer a web-based option, we recommend using SYNAQ Webmail while our teams work on a permanent fix. Permanent Solution: We are actively collaborating with Zimbra to release a patch that will fix this issue. While the patch is being rigorously tested, we don't have an exact release date yet. We will keep you updated on the progress. We understand this disruption may be frustrating, especially during this busy period. If you have any questions or need assistance transitioning, please don't hesitate to contact us. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Intermittent Cloud Mail error, blank email issue on MS Outlook

Aug <var data-var='date'>29</var>, <var data-var='time'>08:15</var> CAT Resolved - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely SYNAQ technical team Aug <var data-var='date'>29</var>, <var data-var='time'>07:51</var> CAT Identified - Dear SYNAQ Client, Our engineers have identified the cause of the error and are resolving as a matter of urgency. We will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ technical team Aug <var data-var='date'>29</var>, <var data-var='time'>07:46</var> CAT Investigating - Dear SYNAQ Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent failures on Webmail. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise for the inconvenience caused. Sincerly, SYNAQ technical team

Connectivity errors on Webmail

Jul <var data-var='date'>31</var>, <var data-var='time'>10:04</var> CAT Resolved - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Please ensure to log out and back into your account to resume services. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team Jul <var data-var='date'>31</var>, <var data-var='time'>09:31</var> CAT Update - Dear SYNAQ Client Our engineers are still investigating as a matter of urgency and will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team Jul <var data-var='date'>31</var>, <var data-var='time'>09:02</var> CAT Update - We are continuing to investigate this issue. Jul <var data-var='date'>31</var>, <var data-var='time'>09:01</var> CAT Investigating - Dear SYNAQ Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing slow email responses on webmail. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise for the inconvenience caused. Sincerely, SYNAQ Technical Team

Slow response - SYNAQ Cloud Mail

Jul <var data-var='date'> 6</var>, <var data-var='time'>21:45</var> CAT Resolved - Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team Jul <var data-var='date'> 6</var>, <var data-var='time'>20:37</var> CAT Update - Dear SYNAQ Client, Our engineers are working together with our upstream providers to further investigate the incident. We will continue to provide updates as they become available. We apologise for the inconvenience caused and would like to assure you that this is being treated as a matter of importance and urgency. Sincerely, SYNAQ Technical Team Jul <var data-var='date'> 6</var>, <var data-var='time'>19:37</var> CAT Update - Dear SYNAQ Client, Our engineers are still investigating as a matter of urgency and will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team Jul <var data-var='date'> 6</var>, <var data-var='time'>18:44</var> CAT Investigating - Dear SYNAQ Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent failures on Sending Outgoing Mails. (Mails stuck in outbox, mail sending failures, cannot upload attachments and send). Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team

SYNAQ Cloud Mail - Intermittent SMTP (Outgoing Mail) Sending Failures

Dec <var data-var='date'>15</var>, <var data-var='time'>19:49</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail incident has been resolved and the service has returned to optimal functionality. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>19:02</var> CAT Monitoring - Dear Clients, Our engineers have implemented a fix for the SYNAQ Cloud Mail platform and are monitoring the mail delivery performance in order to ensure mail backlogs clear as soon as possible. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>16:26</var> CAT Update - Dear Clients, Our engineers are still working on the backlog of delayed mail related the ongoing SYNAQ Cloud Mail issue. Mail is still flowing but intermittent delays stills persist. SYNAQ Engineers will be working continuously to ensure optimal Cloud Mail performance in the coming hours SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>15:13</var> CAT Update - Dear Clients, Our engineers are still working on the backlog of delayed mail related the ongoing SYNAQ Cloud Mail issue. Mail is flowing but intermittent delays stills persist. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>13:38</var> CAT Update - Dear Clients, Our engineers are still working on the backlog of delayed mail related the ongoing SYNAQ Cloud Mail issue. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>12:15</var> CAT Identified - Dear Clients, Our engineers are still working on the resolution of the SYNAQ Cloud Mail issue. This is being treated as a matter of urgency. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>10:37</var> CAT Update - Dear Clients, Our engineers have identified the problem causing the SYNAQ Cloud Mail performance issues and are working on a resolution. SYNAQ Technical Team Dec <var data-var='date'>15</var>, <var data-var='time'>09:34</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing a degradation in performance where webmail access (reading emails) may be slow and incoming mail delivery may be delayed - for some users. Engineers are investigating this as a matter of urgency. SYNAQ Technical Team

Cloud Mail - Slow Webmail and Incoming Mail Delivery

Nov <var data-var='date'>17</var>, <var data-var='time'>10:45</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail incident has been resolved and the service has returned to optimal functionality. Sincerely, SYNAQ Technical Team Nov <var data-var='date'>17</var>, <var data-var='time'>09:45</var> CAT Monitoring - Dear Clients, Our engineers have identified the problem on the SYNAQ Cloud platform and have implemented a fix. Engineers are monitoring the service stability for the next one hour We will send our next update in 60 minutes. Sincerely, SYNAQ Technical Team Nov <var data-var='date'>17</var>, <var data-var='time'>08:51</var> CAT Update - Dear Clients, Our engineers are still investigating the SYNAQ Cloud Mail incident. Please be assured that we are treating this as a top priority. We will send our next update in 60 minutes. Sincerely, SYNAQ Technical Team Nov <var data-var='date'>17</var>, <var data-var='time'>08:10</var> CAT Investigating - Dear SYNAQ Client, We are experiencing an intermittent Send/Receive authentication issue on the SYNAQ Cloud Mail platform. Users may experience errors appearing on their mail clients when some authentication attempts time out. Our engineers are investigating the problem. Sincerely, SYNAQ Technical Team

SYNAQ Cloud Mail - Intermittent Authentication Failures

Oct <var data-var='date'>12</var>, <var data-var='time'>15:38</var> CAT Resolved - Dear SYNAQ Client, The network accessibility incident has been confirmed as resolved by our upstream provider. All SYNAQ platforms are thus operating optimally. We appreciate your understanding and continued support. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>12</var>, <var data-var='time'>14:47</var> CAT Monitoring - Dear SYNAQ Client, Our upstream provider has implemented a fix for the network accessibility incident and we are monitoring the service stability. We will provide further feedback on this status in the next 60 minutes. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>12</var>, <var data-var='time'>13:29</var> CAT Update - Dear SYNAQ Client, Our upstream provider is still working on the resolution of the network accessibility incident as a matter of urgency. We would like to assure you that this is our top priority and will continue to provide feedback as it becomes available. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>12</var>, <var data-var='time'>12:50</var> CAT Identified - Dear SYNAQ Client, We have identified that the current network accessibility issue is due to a data centre incident being experienced by our upstream provider. Whilst no ETA has been made available, we are managing this issue as a matter of urgency with our provider and will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team Oct <var data-var='date'>12</var>, <var data-var='time'>12:15</var> CAT Investigating - Dear SYNAQ Client, We are experiencing a network accessibility issue on all SYNAQ platforms, due to an upstream provider incident. We apologise for the inconvenience caused and would like to assure you that our engineers are working with the upstream provider to resolve this issue as a matter of urgency. Sincerely, SYNAQ Technical Team

General Services Incident - Intermittent Network Access

May <var data-var='date'>26</var>, <var data-var='time'>09:49</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail service is restored. We apologise once again for any inconvenience caused. Sincerely, SYNAQ Technical Team May <var data-var='date'>26</var>, <var data-var='time'>09:29</var> CAT Monitoring - Dear Clients, Our engineers have implemented a fix for the SYNAQ Cloud Mail incident and are monitoring the service stability. May <var data-var='date'>26</var>, <var data-var='time'>09:08</var> CAT Update - Dear Clients, Our engineers are still working on the resolution of the SYNAQ Cloud Mail Incident. This is being treated as a matter of urgency. We will send our next update in 30 minutes and we are still on track for the ETA for resolution in 10 minutes. May <var data-var='date'>26</var>, <var data-var='time'>08:39</var> CAT Identified - Dear Clients, Our engineers have identified the SYNAQ Cloud Mail incident and are working on a resolution. We will send our next update in 30 minutes and the ETA for resolution will be 45 minutes. May <var data-var='date'>26</var>, <var data-var='time'>08:03</var> CAT Investigating - Dear SYNAQ Client, We are experiencing an authentication issue on the SYNAQ Cloud Mail platform. We apologise for this inconvenience. Our engineers are looking into the problem and should have us back to normal in the shortest time possible! Sincerely, SYNAQ Technical Team

Apr <var data-var='date'>12</var>, <var data-var='time'>13:22</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail incident has been resolved and the service has returned to optimal functionality. Apr <var data-var='date'>12</var>, <var data-var='time'>12:36</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing an incident where one of our stores are not responding. This will cause certain POP and IMAP users to not be able to access their mail. Engineers are investigating this as a matter of urgency. We will send our next update in 60 minutes.

SYNAQ Cloud Mail Incident - 12/04/2022

Jan <var data-var='date'>25</var>, <var data-var='time'>16:38</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail incident has been resolved and all services are running optimally. Jan <var data-var='date'>25</var>, <var data-var='time'>14:43</var> CAT Update - Dear Clients, Our engineers are still working on the resolution of the SYNAQ Cloud Mail Incident. This is being treated as a matter of urgency. Half of affected users have already recovered. We will send our next update in 60 minutes Jan <var data-var='date'>25</var>, <var data-var='time'>13:42</var> CAT Update - Dear Clients, Our engineers are still working on the resolution of the SYNAQ Cloud Mail Incident. This is being treated as a matter of urgency. Half of affected users have already recovered. We will send our next update in 60 minutes Jan <var data-var='date'>25</var>, <var data-var='time'>12:46</var> CAT Identified - Dear Clients, Our engineers have identified the SYNAQ Cloud Mail incident and are working on a resolution. We will send our next update in 60 minutes Jan <var data-var='date'>25</var>, <var data-var='time'>11:59</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing an incident where a subset of users are unable to log into their mailboxes. Engineers are investigating this as a matter of urgency. We will send our next update in 60 minutes.

Cloud Mail Incident - 25/01/2022

Oct <var data-var='date'>13</var>, <var data-var='time'>14:38</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail issue has been resolved and the service has returned to optimal functionality. Oct <var data-var='date'>13</var>, <var data-var='time'>14:06</var> CAT Monitoring - Dear Clients, The SYNAQ Cloud Mail issue has recovered. Our engineers are monitoring the service stability. We will provide a further update in 30 minutes Oct <var data-var='date'>13</var>, <var data-var='time'>13:39</var> CAT Identified - Dear Clients, Engineers have identified the Cloud Mail issue and are working on the root cause as a matter of urgency. Users are currently able to access their mailboxes. We will provide a further update in 30 minutes Oct <var data-var='date'>13</var>, <var data-var='time'>12:58</var> CAT Update - Dear Clients, SYNAQ Cloud Mail is still experiencing an issue where users are unable to access their mailboxes. Engineers are investigating the issue as a matter of urgency. We will provide an update in 30 minutes Oct <var data-var='date'>13</var>, <var data-var='time'>12:31</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing an issue where users are unable to access their mailboxes. Engineers are investigating the issue as a matter of urgency. We will provide an update in 30 minutes

Cloud Mail Incident - 13-10-2021

Sep <var data-var='date'>29</var>, <var data-var='time'>22:00</var> CAT Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>29</var>, <var data-var='time'>21:00</var> CAT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>29</var>, <var data-var='time'>14:32</var> CAT Scheduled - Dear Valued Client, SYNAQ | Cloud Mail Emergency Change An emergency change needs to be performed tonight on SYNAQ Cloud Mail between 21:00 and 22:00. This is to replace a faulty backplane on one of our storage clusters, you will be unable to access and send and receive mail during this time. Should you have any queries regarding this, you can contact our Support Desk on (+27) 11 262 3632 or support@synaq.com and we will assist you. Lastly, we would like to take this opportunity to thank you for your continued support. Yours Sincerely, Floyd Derry SYNAQ | Technical Operations Manager floyd@synaq.com

SYNAQ | Cloud Mail Emergency Change 29-09-2021

Jun <var data-var='date'>29</var>, <var data-var='time'>11:56</var> CAT Resolved - Dear Clients, The SYNAQ Cloud Mail incident has been resolved and the service has returned to optimal functionality. We once again would like to apologise for the lengthy incident resolution, and want to assure you that we are doing a very intensive root cause analysis to understand how we can prevent this from happening in the future. Jun <var data-var='date'>29</var>, <var data-var='time'>10:14</var> CAT Update - Dear Clients, Our platform is currently 100% stable and performant. Our engineers are continuing to monitor . Jun <var data-var='date'>29</var>, <var data-var='time'>07:57</var> CAT Monitoring - Dear Clients, The SYNAQ Cloud Mail incident is still being monitored. Improvements were made to the environment last night and need to be monitored through the peak morning period. We have partners worldwide working with us, please be assured that returning the service to full stability is our top priority. Jun <var data-var='date'>28</var>, <var data-var='time'>15:03</var> CAT Update - Dear Clients, SYNAQ Cloud Mail is still currently experiencing an incident where users are receiving pop-ups to login and slow access to email intermittently. Engineers are still investigating this as a matter of urgency and working on several different resolution options. Jun <var data-var='date'>28</var>, <var data-var='time'>14:41</var> CAT Update - Dear Clients, SYNAQ Cloud Mail is still currently experiencing an incident where users are receiving pop-ups to login and slow access to email intermittently. Engineers are still investigating this as a matter of urgency and working on several different resolution options. Jun <var data-var='date'>28</var>, <var data-var='time'>10:20</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing a recurrence of the incident where a subset of users are getting pop-ups or slow mail access. Engineers are investigating this as a matter of urgency. Jun <var data-var='date'>25</var>, <var data-var='time'>15:27</var> CAT Monitoring - Dear Clients, The SYNAQ Cloud Mail platform is now operational. All clients should be able to access services without any issues. Our Engineers will continue to monitor the platform closely for the next 72 hours before resolving this incident. Please Note: Closing and re-opening your mail application may resolve any remaining issues should they still exist. We sincerely apologise for this lengthy disruption to your email services, we are absolutely committed to excellence and will ensure world-class service moving forward. Jun <var data-var='date'>25</var>, <var data-var='time'>11:28</var> CAT Update - Dear Clients, SYNAQ Cloud Mail platform is still experiencing an incident where a subset of users may experience slow access to their mailbox and/or receive intermittent login pop-up requests. Our Engineers are investigating this as a matter of urgency. Please note: Restarting your mail client or webmail should resolve the issue. Jun <var data-var='date'>25</var>, <var data-var='time'>09:22</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail platform is currently experiencing an incident where a subset may experience slow access to their mailbox and/or receive intermittent login pop-up requests. Our Engineers are investigating this as a matter of urgency. Please note: Restarting your mail client or webmail should resolve the issue. We will send our next update in 60 minutes. Jun <var data-var='date'>24</var>, <var data-var='time'>14:22</var> CAT Update - Dear Clients, Our engineers have implemented a fix for the SYNAQ Cloud Mail incident and all services are operational. We will continue to monitor the service stability for the next 24 hours. Jun <var data-var='date'>24</var>, <var data-var='time'>12:41</var> CAT Identified - Dear Clients, Our engineers are still working on the resolution of the SYNAQ Cloud Mail issue. This is being treated as a matter of urgency. We will send our next update in 60 minutes. Jun <var data-var='date'>24</var>, <var data-var='time'>10:58</var> CAT Update - Dear Clients, Our engineers have identified the SYNAQ Cloud Mail intermittent access issue and are working on a resolution. Mail flow and delays have been fully restored. The current intermittent issue regarding mail authentication pop-ups and slow access is being addressed. Please note restarting your mail client or webmail should resolve the issue. We will send our next update in 60 minutes Jun <var data-var='date'>24</var>, <var data-var='time'>09:41</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing an incident where certain users are getting password prompts and slow access to mail. Engineers are investigating this as a matter of urgency. We will send our next update in 60 minutes. Jun <var data-var='date'>24</var>, <var data-var='time'>08:56</var> CAT Update - Dear Clients, Mail flow has been restored. SYNAQ Engineers will continue to monitor throughout the day and will send a full restore once confirmed. Jun <var data-var='date'>23</var>, <var data-var='time'>17:14</var> CAT Update - Dear Clients, Our engineers have implemented a fix for the SYNAQ Cloud Mail incident and are monitoring the service stability for the next 12 hours. Jun <var data-var='date'>23</var>, <var data-var='time'>16:48</var> CAT Monitoring - Dear Clients, Our engineers have implemented a fix for the SYNAQ Cloud Mail incident and are monitoring the service recovery and processing of email backlog Jun <var data-var='date'>23</var>, <var data-var='time'>16:08</var> CAT Update - Dear Clients, Our engineers have identified the SYNAQ Cloud Mail incident and are working on a resolution. We have approximately 60% of new mail delivering and we will have 100% of new mail delivering within 30 minutes. The backlog of mail will need to be worked through. We will send our next update in 30 minutes Jun <var data-var='date'>23</var>, <var data-var='time'>15:41</var> CAT Identified - Dear Clients, Our engineers have identified the SYNAQ Cloud Mail incident and are working on a resolution. We have approximately 30% of new mail delivering and we will have 100% of new mail delivering within 30 minutes. The backlog of mail will need to be worked through. We will send our next update in 30 minutes Jun <var data-var='date'>23</var>, <var data-var='time'>14:38</var> CAT Update - Dear Clients, Our engineers are still investigating the SYNAQ Cloud Mail incident. Please be assured that we have this under control and are treating this as a top priority. We will send our next update in 30 minutes. Jun <var data-var='date'>23</var>, <var data-var='time'>13:26</var> CAT Update - Dear Clients, Our engineers are still investigating the SYNAQ Cloud Mail incident. Please be assured that we have this under control and are treating this as a top priority. We will send our next update in 30 minutes. Jun <var data-var='date'>23</var>, <var data-var='time'>11:29</var> CAT Update - Dear Clients, Our engineers are still investigating the SYNAQ Cloud Mail incident. Please be assured that we have this under control and are treating this as a top priority. Engineers have restored partial mail flow and are working on restoring the remaining servers. We will send our next update in 60 minutes. Jun <var data-var='date'>23</var>, <var data-var='time'>10:21</var> CAT Update - Dear Clients, Our engineers are still investigating the SYNAQ Cloud Mail incident. Please be assured that we have this under control and are treating this as a top priority. We will send our next update in 60 minutes. Jun <var data-var='date'>23</var>, <var data-var='time'>09:09</var> CAT Investigating - Dear Clients, SYNAQ Cloud Mail is currently experiencing an incident where mail is being delayed. Engineers are investigating this as a matter of urgency. We will send our next update in 60 minutes.

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SYNAQ status is UP

Lastest published events

Securemail SSL Connectivity Issues

Email delivery delays from Securemail to Cloudmail

Intermittent SMTP Sending Issues via Outlook

SYNAQ Services, Components and Regions

Recent SYNAQ events

Securemail SSL Connectivity Issues

Email delivery delays from Securemail to Cloudmail

Intermittent SMTP Sending Issues via Outlook

POP/IMAP Authentication Errors and Portal Slowness

Service Degradation Affecting CloudMail, Webmail, and Mail Delivery

Securemail Web Interface