Granicus incident
Granicus Issue Notification: govService Firmstep
Granicus experienced a minor incident on September 4, 2026 affecting govService U.K., lasting 4h 41m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 04, 2026, 11:49 AM UTC
RUN - 143492 INVESTIGATING Incident Description: Granicus Engineering is currently investigating an issue impacting email delivery from the govService (Firmstep) platform for some customers. As a result, some emails sent from the platform to Microsoft-hosted email accounts (including Outlook and Microsoft 365) may not be delivered as expected. Impacted Locations, number of users: 3 (UK) Current Incident Status: Open Priority: Severity 2 Issue Reported By: Customer Ticket Reference: 08512629 Date / Time Reported: 8/27/2026 10.47 AM UK time Date / Time Incident Reported as RUN: 08/27/2026 1.27 PM UK time Incident Manager at Support: Vishwas Prasad Other Parties involved: Product Engineering Next Update Due: 08/27/2026 3.30 PM UK time
- identified Sep 04, 2026, 12:08 PM UTC
Update: Granicus Engineering is actively working with our email delivery provider to investigate an issue affecting emails sent from the govService (Firmstep) platform to Outlook and Microsoft 365 recipients. The provider has advised that they are aware of a broader issue impacting deliveries to Microsoft-hosted mailboxes and are monitoring the situation closely. We will continue to provide updates as additional information becomes available.
- identified Sep 04, 2026, 12:50 PM UTC
Our teams are observing improved email delivery success rates to Outlook and Microsoft 365 recipients, indicating that service recovery is underway. We remain engaged with our email delivery provider and are closely monitoring their progress while continuing to assess the impact to customers. Further updates will be provided as additional information becomes available.
- monitoring Sep 04, 2026, 01:09 PM UTC
Our email delivery provider has confirmed that the underlying issue affecting deliveries to Microsoft-hosted mailboxes has been resolved. Email delivery is now functioning normally; however, previously deferred emails are being reprocessed and will be delivered progressively. We will continue to monitor service stability and provide a final update upon confirmed full resolution. We apologise for any inconvenience caused.
- resolved Sep 04, 2026, 04:31 PM UTC
The email delivery issue affecting govService (Firmstep) customers sending to Microsoft-hosted mailboxes (Outlook / Microsoft 365) has been fully resolved. Normal service has been confirmed across all affected customers. We apologise for any inconvenience caused and thank you for your patience.