AP Essentials - Email Service Disruption

Overview
On February 27, 2026, the AP Essentials email processing service experienced a disruption affecting both inbound and
outbound emails. Inbound invoice emails were not processed, and outbound notifications (such as password resets and RFI
emails) were not delivered. The issue was caused by degraded connectivity between application components and the
production email service within the US environment. As a result, a backlog of emails accumulated prior to resolution.

Incident Detail

• 08:00 UTC (Feb 27) – Issue escalated to Tungsten Cloud Services
• 08:22 UTC – Status page updated to Investigating across all regions
• 10:07 UTC – Root cause identified: connectivity degradation between application and email service
• 10:23 UTC – Corrective actions implemented
• 10:42 UTC – Connectivity restored; backlog processing resumed
• 11:44 UTC – Email queues fully drained
• 12:10 UTC – All queues confirmed at normal levels; status updated to Resolved

Resolution
The connectivity issue between the application and email service was identified and remediated, restoring normal
processing. Email queues were processed in a controlled manner until the backlog was cleared. Full service restoration was
confirmed at 12:10 UTC on February 27.

Root cause:
The incident was caused by connectivity degradation between application servers and the production email service in the US
environment, which rendered the email processing service temporarily unresponsive.

Improvement actions:

• Replacement of the legacy email processing component with a modern, cloud-native service is underway
• Improvements of centralised logging and automated alerting for the email processing service to enable proactive
  detection of failures
• Adjustment in the standard operating procedure and change management controls for email processing service
  failures to ensure faster response times.