How to report and respond to infrastructure and deliverability incidents
This guide describes what to do when you experience a deliverability problem, infrastructure issue, or security event. It covers how to contact us, what to include in your report, and what to expect from the Cloud Server for Email incident response process.
We acknowledge within SLA response time. You receive confirmation that an engineer is investigating.
We review accounting logs, Postmaster Tools, SNDS, blacklist status. This takes 15–30 minutes for P1/P2.
We take immediate containment actions: pause affected ISP delivery, reroute traffic, or reduce volume.
We identify and fix the root cause. Changes are monitored for 2–4 hours to confirm effectiveness.
P1/P2 incidents receive a written report: what happened, root cause, fix applied, prevention measures.
Forward the exact bounce message containing the blacklist reference. We verify the listing, investigate root cause, and submit the removal request. Most major blacklist removals process within 24–48 hours of a valid request.
Authentication failure (5.7.26 = DMARC fail; 5.7.28 = SPF fail) or policy block. Forward the exact bounce message. We diagnose the authentication configuration within 2 hours and repair same-day.
Report via email with your SNDS screenshot. SNDS remediation involves identifying the traffic segment driving elevated complaint rates and removing those subscribers before requesting SNDS improvement.
P1 incidents: infrastructure@cloudserverforemail.com (subject: URGENT) + call +372 602-7190. For all other incidents: infrastructure@cloudserverforemail.com. Response time targets are per the Service Level Agreement.
