Advisory: Reflexion - Delayed delivery of outbound and inbound email

Hello.

Is there any update to this? I find it completely unacceptable to let a global issue like this sit without any update for 4+ hours. Also, your outage started at 10AM CST, not EST. That's an whole additional hour that people still haven't received emails they are expecting. I don't think you really understand the gravity of this, or else you'd be providing hourly updates. 

We have done A LOT of effort and work in getting our customers on reliable hosted email platforms, and your system consistently disrupts those services, and IS THE SOLE cause of a lot of email issues. 

At this point, we are re-evaluating our partnership with this solution. It just makes us look bad. 

Sean

Hello.

Is there any update to this? I find it completely unacceptable to let a global issue like this sit without any update for 4+ hours. Also, your outage started at 10AM CST, not EST. That's an whole additional hour that people still haven't received emails they are expecting. I don't think you really understand the gravity of this, or else you'd be providing hourly updates. 

We have done A LOT of effort and work in getting our customers on reliable hosted email platforms, and your system consistently disrupts those services, and IS THE SOLE cause of a lot of email issues. 

At this point, we are re-evaluating our partnership with this solution. It just makes us look bad. 

Sean

We are on the same boat. Need better updates and response to system issues. Need answers so that I can execute on plan B.

We definitely will be switching all of our clients to MIMECAST.  More reliable than Reflexion for sure.

We had interesting call with Reflexion a few weeks ago and found out that the service is not being supported as well as it should to maintain reliability and up-time. If you haven't already you should contact your VAR or Sophos rep and request a 1-to-1 license exchange for Sophos Email Security, which integrates with Sophos Central. Email Security has many features that Reflexion doesn't have such as checking the links in messages before they're sent to you and putting tags on emails that come from outside the organization. There's a high level of customization as well.

Feel free to PM me if you need details on how we did out migration and integrated with our XG-series firewalls through Sophos Central.

Sophos Email Security link: https://www.sophos.com/en-us/products/sophos-email.aspx

Are you insane?  You are trusting Sophos with your email after this?!?  Reflexion worked great until Sophos bought it out and now their response and reliability have been TERRIBLE.  If they were competent or had any clue they would have taken care of the Reflexion system and migrated everyone off it before allowing it to fail.  Clearly there response is "Well we bought this product, decided not to tell anyone but decided to stop supporting it, and we offer no easy migration path to anything else.  But please trust us this other product over here that is more expensive will work much better..."  I will never use another Sophos product or service with any client ever and neither should anyone who cares about customer service, reliability, or reposnsiveness.  MIMECAST is better than anything Sophos is capable of.  Sonicwall is far better than the XG routers.  Ubiquiti for any wireless needs.  Crowdstrike for antivirus.

I'd like to think I have some level of sanity left. I agree that Sophos should have better communicated their commitment to Reflexion. Unfortunately, even the largest players such as Microsoft have had similar service issues (such as with their 2FA) even recently that locked users out for an entire day. I think it's a crap shoot as to who will suffer downtime next. I quick Google of "Mimecast outage" reveals they had a full day of outage at one point, suffered downtime from a DDoS attack, and other isolated issues that caused downtime for their customers.

The takeaway here is that there are many better services than Reflexion and we should all be making plans to migrate away from it ASAP.

Sophos, you failed to provide a reliable service offering and cut-over plan. There's no reason for you to support two overlapping platforms. You need to reach out to your customers provide a migration path now.

Honestly, I've been working with Reflexion for a long time, probably close to 8 years. It's always had little problems, similar to this. Email delays were a commonplace. Never ever communicated anything about it to us. Always random issue. Always little things. They only use SPF record to check against, nothing else. That alone, is ground for changing providers. Toss in support that is hit or miss, and a mantra that their technology 'algorithm' is so advanced they cannot provide explanations as to why something was marked a certain score. Just a sad day to be on Reflexion.