On February 21st, 2023, at 13:58 UTC, the Dualog cloud environment encountered an issue that caused a delay in email delivery. All ships were affected. The mail flow was restored on the same day at 16:01 UTC, and all messages that were sent during the outage window were processed and delivered accordingly.

Incident summary
On February 21st, 2023, at 13:58 UTC, we detected a performance issue that affected the shore-to-ship and ship-to-shore mail flow. The service outage caused a delay in email delivery, but no data was lost during the incident. All emails were stored in the system and queued for delivery once the backend was functioning.

The IT Operations team investigated the issue and, after identifying the cause, deployed a solution and restored the mail flow at 16:01 UTC. All email traffic accumulated during the outage was processed accordingly, and the traffic flow quickly returned to normal shortly after.

Causes
The incident’s root cause was identified in a procedural oversight during system maintenance leading to an unexpected error. This resulted in an inconsistency that affected the system's stability, causing it to become degraded and consequently delaying emails.

Actions taken
Our team has since reviewed and updated our maintenance procedures to prevent similar incidents in the future.