Advisory: Reflexion - Delayed delivery of outbound and inbound email

[Update] 7/31/2019 - 7:15AM EDT

As of 6:30 AM EDT, Reflexion services continue to process the backlog of email that was delayed as a result of the outage yesterday.

• No email was lost, and we expect all queued email to be delivered over the next few hours.

• Our infrastructure engineering teams continue to monitor and are actively working to resolve the issue and restore regular mail flow as quickly as possible.

• Reflexion Outbound mail is delivering without issue.

• Again, we sincerely apologize for the inconvenience this has caused and will provide an update once the queues return to normal or there is additional information to share.

If your update was at 7:15a eastern and you expect the queues to be caught up within a few hours then we are approaching or have surpassed this timing.  What's the status of the queues?  How long is it taking for emails to be delivered?  How long are the delays?  This type of actionable information allows me to make decisions.  All of your updates so far are generic and making our job more difficult.  I can't expect my customers to wait an hour or who knows how long for emails which are normally delivered within seconds.  In their eyes they rightfully will believe the system is still not working.

If your update was at 7:15a eastern and you expect the queues to be caught up within a few hours then we are approaching or have surpassed this timing.  What's the status of the queues?  How long is it taking for emails to be delivered?  How long are the delays?  This type of actionable information allows me to make decisions.  All of your updates so far are generic and making our job more difficult.  I can't expect my customers to wait an hour or who knows how long for emails which are normally delivered within seconds.  In their eyes they rightfully will believe the system is still not working.

Now 6:10a PST and multiple test emails to customers not delivered and not showing in queues.  Approaching one hour.  They are receiving some emails albeit one here and there and who knows when those were actually sent to them.

Engineering is sending more generic updates this morning.  Where is management with any communication?  What was the reason for Sophos purchasing Reflexion only to abandon it?  I was a huge fan of Sophos and Reflexion but now it looks like Reflexion has major infra issues and Sophos has shown that during a crisis they have no clue how to communicate.

For anyone looking for actionable information.  I sent test emails from O365 (with Reflexion filtering turned OFF in both directions) to Reflexion customers at 5:18a.  They are not even showing up in the queues as of 7a Pacific.  That's 1.75 hour delay at a minimum.  I'm in process of updating MX records to skip Reflexion as this is not an acceptable delay.  I've left the outbound connector alone for now as they appear to be timely.

This matches what we're seeing too.  Messages that happen to reach Reflexion are being delivered and outbound seems to be working.  But Reflexion isn't accepting most of the incoming mail that's queued up for it.  Trying to find a common denominator.

What is odd, some messages are coming through immediately.