Barracuda Email Security Service Outage - RESOLVED

12/23/14: Barracuda Email Security Service is currently experiencing delays with inbound email.  This is affecting any Diligex customer who subscribe to Barracuda’s SPAM filtering services.  We are working with Barracuda on the issue and hope to have an update soon.

UPDATE - 9:30AM: We have temporarily re-routed mail for all Diligex affected customers.  Mail is now being delivered directly to customers' on-premise mail systems.  There will be an increase in SPAM delivery during the temporary re-route.  Any mail sent to affected customers early this morning, may stil be held by Barracuda and not be delivered until they resolve the problem within their network.

UPDATE - 2:30PM: Barracuda is still working on the issue.  We apologize for the increase in SPAM during their outage. 

UPDATE - 4:50PM: Barracuda is beginning to restore service.  We hope to have mail routed back to their filtering service within the next few hours.

UPDATE - 9:30AM 12/24/14: Barracuda has fully restored service and Diligex has routed all affected customer mail flow back through Barracuda's filter.

Here is the post mortem from Barracuda:

Dear Barracuda Email Security Service customer,

On behalf of Barracuda Networks, I apologize for any inconvenience caused due to recent service disruptions with the Barracuda Email Security Service.

The Barracuda Email Security Service initially experienced a minor outage on Monday, December 22, 2014 at 2:41 PM PST, which was resolved by 5:50 PM PST that same afternoon. During this time, email for a small portion of Barracuda Email Security Service customers experienced delays in delivery, with no data loss. However, at 10:45 PM PST, the service experienced another interruption that affected a broader segment of customers. The problem was mitigated by reconfiguring network traffic through additional servers, and by 10:10 AM on December 23, 2014, mail flow was restored and the system started processing the email backlog. Again, there is no evidence of data loss.

At this time, mail flow should be back to normal. We continue to actively monitor the situation and investigate the root cause of the disruptions.

Barracuda Networks remains committed to providing the highest quality of service to our customers. On this occasion, I realize that we did not meet the high standards we set for ourselves. The disruption in service and the delay in identification was well outside of our uptime and response time targets. This has my personal attention, and I am committed towards having our team isolate the root cause, improve our monitoring systems, and expand our network infrastructure to avoid this situation in the future.

In addition, we are working on a process to implement a one-time service credit for Barracuda Email Security Service customers who were affected by today's outage. We will update you about this process shortly.

Our first priority is to ensure uninterrupted mail flow. If you are still experiencing any issues with undelivered mail, please contact our Technical Support team on the phone at +1 (408) 342-5300 for immediate assistance.

You can also directly email me at s[email protected] with your concerns and feedback.

Thank you for your ongoing support as a valued Barracuda customer.

Best wishes,
Stephen Pao
GM, Security Business
Barracuda Networks



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