Timely Limited incident

Issues with infrastructure provider causing impacts on Email Sending and read only parts of the application

Major Resolved View vendor source →

Timely Limited experienced a major incident on December 26, 2024 affecting Timely App and Email Sending and 1 more component, lasting 23h 42m. The incident has been resolved; the full update timeline is below.

Started
Dec 26, 2024, 09:19 PM UTC
Resolved
Dec 27, 2024, 09:01 PM UTC
Duration
23h 42m
Detected by Pingoru
Dec 26, 2024, 09:19 PM UTC

Affected components

Timely AppEmail SendingSMS Sending

Update timeline

  1. investigating Dec 26, 2024, 09:19 PM UTC

    We're currently investigating issues with Timely seeing delays with SMS and Email sending. Our team are looking into the issues.

  2. identified Dec 26, 2024, 10:20 PM UTC

    The issue has been identified with our provider and they are looking to apply a fix

  3. identified Dec 27, 2024, 02:57 AM UTC

    We're continuing to see issues with our upstream infrastructure provider that is causing issues in our application. We have put in place a mitigation for the web application, but continue to see Email Sending being significantly delayed. The emails are sending but take some time. SMS seems to be operating as normal but we're monitoring this. We are reliant on our infrastructure provider for a fix, but we will continue to post updates, next one will be within the next three hours.

  4. monitoring Dec 27, 2024, 08:50 AM UTC

    We have implemented fixes to work around the issues with our infrastructure provider and expect systems to be running as normal for our customers

  5. resolved Dec 27, 2024, 09:01 PM UTC

    Our Infrastructure provider has informed us that the underlying issues are now fixed and we are seeing everything back to normal