Serval - Issues with Email Intake – Incident details

All systems operational

Issues with Email Intake

Resolved
Major outage
Started 12 days agoLasted about 2 hours

Affected

Application

Partial outage from 8:35 PM to 8:36 PM, Major outage from 8:36 PM to 9:33 PM, Operational from 9:33 PM to 10:16 PM

Updates
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Update
    UTC
    Update

    We are still monitoring. Many customers report being able to create tickets via email and getting fast response times.

    Some customers will still experience slow response times caused by the outage to AWS Simple Notification Service (SNS).

  • Monitoring
    UTC
    Monitoring

    This is caused by AWS outage with SNS in us-west-1. We are still actively monitoring.

    Some customers are reporting they are now able to create email tickets.

    Screenshot 2026-09-18 at 2.09.41 PM.png

  • Identified
    UTC
    Identified

    We are continuing to work on a fix for this incident.

  • Investigating
    UTC
    Investigating
    We are currently investigating this incident.