Service Incident Update
We want to inform you about a service interruption that occurred between 00:04 UTC and 00:38 UTC on Tuesday, August 26, 2025 (8:04 PM to 8:38 PM Eastern Time, 5:04 PM to 5:38 PM Pacific Time on Monday, August 25, 2025), and share the steps we’ve taken to prevent similar issues in the future.
What Happened
MSPintegrations maintains integrations with various email platforms, including Microsoft Office 365, to automatically ingest and process customer emails. Our platform is designed with robust error handling that notifies customers if individual messages cannot be processed, allowing them to manually handle those emails while maintaining service availability.
MSPintegrations experienced a service disruption specifically affecting Microsoft Office 365 email ingestion. During this 34-minute period, emails sent to Office 365 remote mailboxes could not be automatically processed by our platform. The root cause was a software bug introduced during a routine production deployment to our US1 infrastructure. While the bug prevented MSPintegrations from ingesting and processing emails from Office 365, our automated alerting sent emails to affected customers to notify them of the issue and provide them with information on manually reviewing the affected message(s).
How We Responded
Our system’s built-in error handling immediately began notifying affected customers via automated emails with information on manually reviewing the affected messages. At 00:33 UTC, a customer reported receiving multiple failure notifications, which alerted us to the issue. We correlated the timing with our recent deployment and implemented a rollback to the previous software version. Service was fully restored by 00:38 UTC, and all Office 365 email integrations resumed normal operation.
Prevention Measures
We are implementing several improvements to prevent future occurrences. First, we have added telemetry monitoring specifically for Microsoft Office 365 message ingestion that will alert us when ingestion failures occur, rather than relying on customer notifications. We are also enhancing our pre-deployment testing procedures to include Office 365 integration scenarios that would have caught this specific bug before it reached production. Additionally, we are improving our error handling system to ensure that sustained ingestion failures trigger both customer notifications and engineering alerts, providing us with faster incident detection capabilities.
Thank you for your patience during this incident and for your continued trust in MSPintegrations. We are committed to maintaining the reliability you expect from our platform.