February 28-29, 2024 Outage Transparency Report:

Yesterday, in the early hours of the morning, beginning at 2:21AM CET, we experienced downtime of our website & apps for a period of approximately 2 hours. This is the first time we have experienced downtime of more than 30 minutes since 2022. All incoming emails have been processed & there was no data loss. We have implemented a fix for this issue and taken steps to prevent such an outage from occurring again.

We experienced a technical issue with a router's NOS. This led to a partially broken network, which also made diagnosing the problem
more time consuming than expected. We have updated our operation guidelines and documentation to account for this kind of problem in the future.
We can confirm that this was NOT a denial of service attack, but was a technical networking issue.

For transparency, we would also like to provide some information on our operations procedures:
We have a 24/7 operations team who are notified within seconds of any server connectivity issues. The first task in case of a downtime is to analyze what is causing the problem. Our network engineers start doing that within minutes after an issue starts to occur.

When we have an idea of what is causing the problem, we work to fix it immediately. If that would take to long, we usually try to implement a workaround to recover all systems as fast as possible. In case we needed to implement a workaround, we also need to make sure that we don't compromise security. So we try to recover as fast as possible but always take the time we need to prevent any security issues.