Email delivery issues: Possibility to be informed about email delivery issues

  • Profile Image
    abteilung
    Asked on April 18, 2019 at 11:39 AM

    Dear Jotform,

    we discovered an Jotform outage on 15th April starting at aprox.16:15. In the history of Jotform status there is only a almost invisible warning about a 1 min outage. But unfortunately we did not receive any emails about submissions by our customers until the next day. The emails were finally delivered to our account with a delay of 1,5 days. We lost four orders during this time because we did not know about the interrupted service. That's not cool...

    We think it's kind of normal to have some serer outage from time to time. But it's not OK to have no information about it. There was no kind of warning on the support forum. There was no kind of warning at the status page. It's always showing the jotform server is "Up" and running. But it's not! We need a reliable status page or status messages/status email in order to inform our users about the outage. We need to take action if there is an outage.

    So please provide more transparency on outages. And we would appreciate a solution for future outages like status emails if there is an outage or something. We already posted on this issue two yeras ago:

    https://eu.jotform.com/answers/972037-Could-we-get-updated-about-the-JotForm-minor-issues-through-the-status-page-or-social-media#8

    Thanks for your answer!

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    Kiran
    Answered on April 18, 2019 at 01:36 PM

    We are sorry for the inconvenience this may have caused. Please note that the outage displayed in the server status page is not related to the email delivery issue. We have experienced an issue with the email delivery system few days ago and it has affected the service level for the emails sent using custom email sender only. However, the issue was fixed soon and the pending emails were sent without any issue. Please note that this is not a planned outage while our backend team continuously monitor the services.

    Thank you!

  • Profile Image
    abteilung
    Answered on April 25, 2019 at 03:43 AM

    Thanks for your answer. But why there is no warning message / email about these delivery issues? We can not find any record of this issue on jotform.com or related status pages. We definitly need transparency on service outages, errors, etc. 

    "However, the issue was fixed soon and the pending emails were sent without any issue."
    Sorry, but we experienced a delay of 1,5 days ... As we are running a "just-in-time" service, this is kind of a no-go for us and our customers.

    So please post all occuring errors of jotform to a simple email lists, slack channel or something else we can subscribe to. Thank you!

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    Nik_C
    Answered on April 25, 2019 at 05:05 AM

    We're sorry for the inconvenience.

    I will forward this to our backend team for further checking and possible implementation of such an option.

    Thank you for suggesting it.