StarRez experienced a major incident on August 13, 2026 affecting The Housing Director Cloud Services, lasting 10h 6m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 13, 2026, 02:17 PM UTC
We're currently seeing a partial outage with outbound email for some customers. This is due to a heat-related incident at one of our upstream infrastructure providers, and their team is actively working on it. Who's affected: Customers using THD-hosted email servers may notice emails being delayed or failing to send. Who's not affected: Customers using their own email infrastructure or AWS SES — your email is sending normally. Next update expected within 60 minutes, or as warranted by a change of events.
- investigating Aug 13, 2026, 03:29 PM UTC
Our upstream provider is continuing to investigate the issue.
- identified Aug 13, 2026, 04:06 PM UTC
The issue impacting the upstream provider has been identified, and a solution is currently being implemented. Next update expected within 60 minutes, or as warranted by a change of events.
- identified Aug 13, 2026, 05:04 PM UTC
The issue impacting the upstream provider has been identified, and a solution is currently being implemented. Next update expected within 60 minutes, or as warranted by a change of events.
- identified Aug 13, 2026, 06:14 PM UTC
While our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are actively migrating affected customers to SES to reduce the impact of the disruption and restore email processing as quickly as possible. Next update expected within 60 minutes, or as warranted by a change of events.
- identified Aug 13, 2026, 07:43 PM UTC
While our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are continuing to actively migrate affected customers to SES to reduce the impact of the disruption and restore email processing as quickly as possible. Next update expected within 60 minutes, or as warranted by a change of events.
- identified Aug 13, 2026, 08:07 PM UTC
Our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are actively migrating affected customers to SES to reduce the impact of the disruption and restore normal email processing as quickly as possible. While the primary impact of the upstream provider issue remains focused on email delivery, customers may also experience broader service degradation, including intermittent slowness or temporary disruptions. Our teams continue to actively monitor the environment and work to minimize customer impact.
- identified Aug 13, 2026, 09:09 PM UTC
Our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are actively migrating affected customers to SES to reduce the impact of the disruption and restore normal email processing as quickly as possible. While the primary impact of the upstream provider issue remains focused on email delivery, customers may also experience broader service degradation, including intermittent slowness or temporary disruptions. Our teams continue to actively monitor the environment and work to minimize customer impact.
- monitoring Aug 13, 2026, 10:34 PM UTC
Our upstream provider has restored services and we're now seeing the email backlog being processed. Engineers are currently reviewing to confirm email functionality is working as expected for impacted customers. Next update expected within 60 minutes, or as warranted by a change of events.
- monitoring Aug 13, 2026, 11:12 PM UTC
We are continuing to monitor for any further issues.
- resolved Aug 14, 2026, 12:23 AM UTC
This incident has been resolved.