Incident Date: October 1, 2021
Incident Number: PR-2412
On October 1, 2021, at 2:34 PM ET, Tucows’ hosted email platform experienced service interruption impacting IMAP, POP and Webmail in Prod B and MAC B for Exact hosting.
The service interruption was due to executing of an approved low-risk change causing a split-brain issue on one of the load balancers.
At 3:41 PM ET, The Engineering team recovered the services by restarting the impacted load balancers to stabilize the email environment.
Tucows is to further enhance the triage and troubleshooting documentation to resolve the issues in a timely manner
Tucows is to further revise and improve the change management process for better visibility and faster recovery.
Tucows Engineering Team