AP Essentials - Email Service Disruption

Update timeline

1. investigating Feb 27, 2026, 08:23 AM UTC

   We are currently investigating an issue affecting email-based document processing. Some users may experience delays or failures with inbound and outbound email functionality. We will provide further updates as the investigation progresses.

2. identified Feb 27, 2026, 09:02 AM UTC

   The issue has been identified and we are working on a fix.

3. monitoring Feb 27, 2026, 11:19 AM UTC

   Corrective measures have been implemented and we are monitoring the results

4. resolved Feb 27, 2026, 12:06 PM UTC

   The incident has been resolved - email-based document processing is functioning as expected.

5. postmortem Mar 02, 2026, 01:28 PM UTC

   Overview On February 27, 2026, the AP Essentials email processing service experienced a disruption affecting both inbound and outbound emails. Inbound invoice emails were not processed, and outbound notifications \(such as password resets and RFI emails\) were not delivered. The issue was caused by degraded connectivity between application components and the production email service within the US environment. As a result, a backlog of emails accumulated prior to resolution. Incident Detail * 08:00 UTC \(Feb 27\) – Issue escalated to Tungsten Cloud Services * 08:22 UTC – Status page updated to Investigating across all regions * 10:07 UTC – Root cause identified: connectivity degradation between application and email service * 10:23 UTC – Corrective actions implemented * 10:42 UTC – Connectivity restored; backlog processing resumed * 11:44 UTC – Email queues fully drained * 12:10 UTC – All queues confirmed at normal levels; status updated to Resolved Resolution The connectivity issue between the application and email service was identified and remediated, restoring normal processing. Email queues were processed in a controlled manner until the backlog was cleared. Full service restoration was confirmed at 12:10 UTC on February 27. Root cause: The incident was caused by connectivity degradation between application servers and the production email service in the US environment, which rendered the email processing service temporarily unresponsive. Improvement actions: * Replacement of the legacy email processing component with a modern, cloud-native service is underway * Improvements of centralised logging and automated alerting for the email processing service to enable proactive detection of failures * Adjustment in the standard operating procedure and change management controls for email processing service failures to ensure faster response times.