Raisely experienced a critical incident on March 26, 2024 affecting Marketing Automation, lasting 3h 14m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 26, 2024, 04:23 AM UTC
We're currently investigating downtime alerts related to Raisely's messaging service, impacting the delivery of emails, SMS, and configuration of messages in Raisely.
- identified Mar 26, 2024, 04:48 AM UTC
We're continuing to investigate messages stability and have identified the issue. Updates will continue to be posted here regularly.
- identified Mar 26, 2024, 05:28 AM UTC
We're continuing to work on stabilising our message services. Some services are now back online.
- monitoring Mar 26, 2024, 05:44 AM UTC
All message services are returning to normal and we are working through the backlog of message sends. We are continuing to monitor.
- monitoring Mar 26, 2024, 05:44 AM UTC
We are continuing to monitor for any further issues.
- monitoring Mar 26, 2024, 06:06 AM UTC
Message services are unstable again, we're continuing to work to resolve the issue. Emails/SMS messages will send once service has been restored.
- monitoring Mar 26, 2024, 07:04 AM UTC
We've identified the cause of the issue and Raisely messaging services are returning to normal. We're continuing to monitor.
- resolved Mar 26, 2024, 07:37 AM UTC
All message services are fully operational again and messages are sending as normal. The only supporter/donor facing impact of this incident has been delayed email and SMS sends in relation to instant triggers like receipts, welcome emails, or custom triggers set on events like a fundraising goal update. These supporters will get these messages within the next hour as we work through backlogged notifications. All Raisely websites, non-message admin panel functions, donation processing, and signups worked as normal throughout the period. If you weren't able to see/edit your messages in the Raisely admin panel, you should be able to now. Please try again and write into [email protected] if you're still having any issues. As always, we'll conduct a full review of this incident alongside our infrastructure partners to ensure Raisely's messaging service avoids a similar period of downtime in the future.