Jomablue - Delayed Email Delivery – Incident details

We have confirmation from our upstream provider that this was an isolated incident and it has been resolved. While we are closing this incident report and we confirm that delivery times are still performant and as we expect - we are re-evaluating our upstream provider engagement to ensure they continue to align to the reliability and performance our customers expect from Jomablue.

We continue to seek responses from upstream providers regarding the delayed delivery. It remains our priority to understand why the delay.

Email delivery times remain as expected and this remains an isolated incident.

We have identified that some emails send from Jomablue have taken days to deliver. While Jomablue sent the email immediately from our infrastructure, the emails appear to be held and delayed upstream with a majority of them being delivered within the last 4 hours of this notice.

We continue to investigate the impact as well as have escalated the issue with an upstream provider.

We recognise the time sensitive nature of emails sent from Jomablue and always endeavour to maintain an well above average delivery times, in this case something upstream that we don't have visibility on has delayed those deliveries. Once we understand the issue from our upstream provider, we will be working to provide us more visibility and control to prevent future occurrences.