Case Management System - Email Receipt Performance Issue

Update timeline

1. investigating Dec 11, 2024, 10:54 AM UTC

   Dear Valued Customer, We would like to inform you about a performance issue affecting our Case Management System. This issue is limited to the receipt of Outlook emails linked to existing cases. Currently, responses sent via email to existing cases are not being displayed in our Case Management Tool. To ensure seamless case updates and communication, we kindly request that you update your cases exclusively through our Support Center until the issue is resolved. In some cases, if we have not received feedback from you in the past few days, we may proactively reach out to confirm whether you have sent your feedback. We apologize for the inconvenience caused and assure you that our team is working with the highest priority to analyze and resolve this issue. Please note that cases can still be processed, but communication will need to take place exclusively via the Support Center during this time. Thank you for your understanding and cooperation. Best regards, Your Support Team

2. monitoring Jan 10, 2025, 09:15 AM UTC

   Dear Valued Customer, We are pleased to inform you that the issue affecting our Case Management System has been identified and resolved. Emails sent to update existing cases are now successfully linked to the respective cases in our Case Management System. As a precautionary measure, we will keep this trust message open until the end of next Monday to ensure hypercare and continued monitoring. We sincerely thank you for your patience and understanding during this time. We deeply appreciate your cooperation and support throughout the process. Should you have any further concerns or notice any irregularities, please do not hesitate to contact us via Support Center. Thank you once again. Kind regards Your Support Team

3. resolved Jan 23, 2025, 12:22 PM UTC

   This incident has been resolved.