Issues with SFTP file transfers

Update timeline

1. investigating Jun 09, 2026, 06:28 AM UTC

   We are currently experiencing issues with our SFTP servers. This may affect incoming and outgoing file transfers through Integrations / Connectivity, including CSV files and other automated file exchanges. Our team is investigating the issue and working to restore normal service as soon as possible. We will provide further updates as soon as more information is available. Your Sympa Team

2. monitoring Jun 09, 2026, 08:23 AM UTC

   Fix applied & monitoring We have applied a fix and our SFTP service is now accessible again. Incoming and outgoing file transfers through should now be working normally. Our team is actively monitoring the service to confirm it remains stable. We sincerely appreciate your patience during the disruption. We will post a final update later once we have confirmed the service is fully stable. Your Sympa Team

3. investigating Jun 09, 2026, 09:18 AM UTC

   We are continuing to experience issues with our SFTP service, and connectivity has become unavailable again. Our team is actively investigating the situation and working to restore normal service as quickly as possible. We apologize for the continued disruption and will provide further updates as soon as more information becomes available.

4. monitoring Jun 09, 2026, 11:03 AM UTC

   SFTP service is currently accessible again, and incoming and outgoing file transfers are working. We are keeping this incident open while our team continues to monitor the situation closely and confirm the service remains stable. Further updates will be provided as monitoring continues. Your Sympa Team

5. resolved Jun 09, 2026, 02:46 PM UTC

   Our monitoring confirms that SFTP traffic is operating normally again, and both incoming and outgoing file transfers are being processed successfully. The incident has now been resolved and we are closing this case. Integrations automatically resume processing from where they left off once connectivity is restored, and no data loss is expected as a result of this disruption. We will continue to monitor the service to ensure stable operation. Thank you for your patience, and we apologize for the inconvenience caused. Your Sympa Team

6. postmortem Jul 02, 2026, 01:56 PM UTC

   **What happened** * The SFTP server became unavailable, preventing customers from connecting and exchanging files \(including CSV transfers\) through our Integrations and Connectivity features. **Why it happened** * This was caused by two separate issues. First, a disk-related fault made the server inaccessible. After we restored access, we identified a second issue: a network connectivity problem, caused by a security rule change, that continued to block customer connections on a recurring basis until it was fully resolved. **What we did** * Identified and resolved the network connectivity issue affecting the server. * Set up a new network connection for the server. * Adjusted the security configuration that was repeatedly blocking connectivity. * Verified the SFTP server was accessible and confirmed file transfers resumed successfully. **What we're doing to prevent this in future** * Improving monitoring and alerting for storage capacity, so similar issues are caught before they impact service. * Reviewing our recovery procedures to reduce time-to-resolution for infrastructure incidents. * Confirming the security configuration change is permanent so the connectivity issue cannot reoccur.