05/02/2019 Email announcement disruption

05/02/2019 10:29 (CET)

We are currently experiencing an issue that is preventing email announcements from being sent successfully through MySchool.

Our team is working on the issue but it seems that the problem lies with our supplier. As with all our suppliers, we chose them carefully on the basis of quality, reputation and reliability of services.

Unfortunately, even the best companies out there have a bad day. The team is looking into work-arounds to restore the announcement functionality as a matter of urgency and we'll be issuing updates as progress is made.

We're advising our customers not to send announcement emails via MySchool until this issue is resolved. We'll update you when we learn more.

Update: 05/02/2019 16:50 (CET)

Our supplier is still experiencing intermittent problems and we cannot guarantee the timely delivery of your email announcements.It is also apparent that a subset of announcements sent over the last 24 hours are held in a "sending queue". We expect those emails to be sent once the supplier has resolved the problem. As yet, the supplier hasn't communicated a timeline as to when the problems will be solved.

In light of this issue, we will switch bulk email sending to one of our existing and trusted suppliers. Our team is currently implementing the changes required as a matter of urgency and hope to be ready by tomorrow.

For our clients in Europe and in line with our GDPR commitments, please note that this is an existing sub-processor and not a new engagement.

Update: 06/02/2019 08:52 (CET)

We've received an updated from our supplier informing us the issue with email delivery has been resolved. We will of course be watching our systems very closely to make sure everything continues to operate normally. We are also aware this has not effected everyone so you may not have experienced any email delays at all.

We are also moving ahead with our planned migration to a new solution. Since services have returned to normality, we've decided to spend more time fully integrating it with our systems.

This should be the last update on this problem. If you are experiencing any issues please do get in touch.