Exclaimer experienced a major incident on September 15, 2025 affecting UI: Authentication and Billing Portal, lasting 4h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Sep 15, 2025, 08:13 AM UTC
We are aware of an issue that occurred earlier today that prevented access to the Exclaimer Portal for a period of time. Remediation action has been taken to restore access to the portal, and our Engineering team is now monitoring the situation. This has no impact on signatures being applied to messages sent to Exclaimer or for users using the Exclaimer Add-in.
- identified Sep 15, 2025, 08:21 AM UTC
Monitoring and our own testing have indicated that the portal is once again unavailable. Our Engineering team is once again working on restoring service.
- monitoring Sep 15, 2025, 09:36 AM UTC
Exclaimer Engineering has stabilized the portal and confirmed that the portal can be accessed at a reasonable speed and without error. We will continue to monitor the page for any signs of further issues
- resolved Sep 15, 2025, 12:21 PM UTC
After continued monitoring, we have confirmed there have been no further occurrences of the issue, and the portal is fully operational. A full postmortem will be provided once an in-depth investigation has been completed. If you are continuing to experience issues within Exclaimer Cloud, please don't hesitate to reach out to our support team, who will be happy to help.
- postmortem Oct 02, 2025, 08:53 AM UTC
Issue: Exclaimer Cloud Portal not loading or timing out. Incident Length: Incident Date: 15/09/2025, UTC 7:41 – 9:16 Incident Status: Resolved **Summary** During the morning of the 15th September reports were received advising that the Exclaimer Cloud portal was loading slowly. As investigation into the slowness began, the portal became unresponsive and failed to load preventing any configuration changes being made within Exclaimer. Signatures that had been configured would continue to be applied to messages through both client-side and server-sides systems. **Root Cause** Instability caused by other services within the portal's host server resulted in response delays and increased memory usage **Mitigation** Once identified, the change was rolled back, reverting to a previous version to allow for the service to resume standard operations. Further work was then undertaken to upgrade the affected services and ensure there was no risk of further performance issues with the portal once this work had been completed. **Incident Timeline** 07:39 – Internal Monitoring and customer reports were received that a timeout occurred when accessing portal.exclaimer.com. 07:41 – Engineering began investigating the issue to restore access to the site. 07:56 – An earlier release to the service begins to be rolled back to restore service. 08:00 – The service is restarted completely to assist with restoring the previous release. 08:06 – Engineering confirms that the rollback has been completed, and the page is now loading as expected. 08:10 – Monitoring alerts indicate that connections are beginning to timeout when reaching the site. Engineering begins investigating further. 08:17 – Additional related services are identified as potential causes for the issue. Engineering starts to roll back updates to related services until a service improvement is determined. 08:28 – The first of the services is rolled back, performance improves momentarily, but the issue continues. 08:35 – Additional services are rolled back with the service reviewed to see if the issue continues. 08:54 – Performance of the web portal begins to show signs of recovery after another service is rolled back, and access to the portal is confirmed. Engineers continue to monitor for any indication of the service performance degrading. 9:16 – After continued monitoring, the performance of portal.exclaimer.com is recorded to have returned to normal levels.