Support Services on 14 Aug 2026 10:53:57 (UTC+00:00)
Update on 14 Aug 2026 11:23:16 (UTC+00:00)
Our mailing service provider encountered a severe cooling malfunction within a core datacentre, causing a cautionary shutdown of all systems (including the one that hosted our mailing provider) to prevent system damage. This resulted in us losing access to our @cbtec.org email addresses until the cooling system was replaced and systems could be safely brought back online.
To avoid losing access again, we’re developing a support ticketing system that circumvents our mailing system to provide multiple means of contact to us and redundancy if this situation were to occur again. This system will be deployed in a future feature update after our backend infrastructure upgrade planned for September. We’ll share further details about that upcoming maintenance soon.
These upgrades are part of a new investment in future redundancy of our systems, enabling us to scale up in preparation for our future creative projects. Stay tuned.
TL;DR:
An outage with our mailing provider caused us to lose access to our @cbtec.org email addresses.
We’re adding more means to contact our support, with an integrated ticketing system within cbtec Video, circumventing our @cbtec.org to invest in further redundancy
This will be part of a planned maintenance for October, more details to follow.
Postmortem
What happened?
Our mailing service provider encountered a severe cooling malfunction within a core datacentre, causing a cautionary shutdown of all systems (including the one that hosted our mailing provider) to prevent system damage. This resulted in us losing access to our @cbtec.org email addresses until the cooling system was replaced and systems could be safely brought back online.
What are we doing about it?
To avoid losing access again, we’re developing a support ticketing system that circumvents our mailing system to provide multiple means of contact to us and redundancy if this situation were to occur again. This system will be deployed in a future feature update after our backend infrastructure upgrade planned for September. We’ll share further details about that upcoming maintenance soon.
These upgrades are part of a new investment in future redundancy of our systems, enabling us to scale up in preparation for our future creative projects. Stay tuned.
TL;DR:
An outage with our mailing provider caused us to lose access to our @cbtec.org email addresses.
We’re adding more means to contact our support, with an integrated ticketing system within cbtec Video, circumventing our @cbtec.org to invest in further redundancy
This will be part of a planned maintenance for October, more details to follow.
Resolved on 14 Aug 2026 10:53:57 (UTC+00:00)
We have received confirmation that our mailing system has returned to full operating conditions. Support Services are now completely back online and we are ready to begin receiving support requests again.
Our support response times are slowly returning to normal as we filter through any missed tickets. We're prioritising tickets held back during the outage, meaning any new tickets may have a slightly increased waiting time.
Thank you for your patience.
As a reminder: This incident did not affect any other cbtec Video services, the site remained available to full and expected operating conditions throughout the outage. This only affected our support services tied to our custom @cbtec.org mailing addresses. Customers should not see a significant impact to response times as the outage occurred mostly outside of support correspondence hours, however, new tickets after the backlog may observe slightly increased waiting times.
We have received confirmation that our mailing system has returned to full operating conditions. Support Services are now completely back online and we are ready to begin receiving support requests again.
Our support response times are slowly returning to normal as we filter through any missed tickets. We're prioritising tickets held back during the outage, meaning any new tickets may have a slightly increased waiting time.
Thank you for your patience.
As a reminder: This incident did not affect any other cbtec Video services, the site remained available to full and expected operating conditions throughout the outage. This only affected our support services tied to our custom @cbtec.org mailing addresses. Customers should not see a significant impact to response times as the outage occurred mostly outside of support correspondence hours, however, new tickets after the backlog may observe slightly increased waiting times.