Notifications from Mimecast about service degradation

Question

We’re currently experiencing issues with the United States B Grid, specifically with inbound email being deferred. This is actively impacting our business operations.

What’s concerning is that the Mimecast status page has not been updated to reflect any service degradation. However, a support ticket response confirmed that Mimecast is aware of the issue and is actively working on it.

Is anyone else receiving proactive notifications from Mimecast when there are known service degradations like this? If so, how are those communicated (email alerts, portal notifications, etc.)?

Trying to understand if we’re missing something on our end, or if communication around incidents like this is generally delayed.

Appreciate any insight from others experiencing the same or who have more visibility into Mimecast’s notification process.

Aaron Collins · Answer

I appreciate you pointing me in the right direction for setting up alerts—that was helpful.

However, it still leaves the primary issue unresolved. Support was already aware of a problem, but the status page had not been updated to reflect it. We started troubleshooting late in the business day yesterday. It wasn’t until after I raised the question—and some additional time had passed—that the status page was finally updated late this morning. I have no way of knowing for sure when Mimecast became aware of the problem, but it seems they would have some kind of monitoring to alert them.

I understand that the administration portal homepage reflects service status as well, but if Mimecast hasn’t updated the status, there’s nothing to trigger alerts or notify customers.

I don't want our internal team to have a kneejerk reaction to reach out to Mimecast support the first sign of trouble because it usually ends up being the Mimecast environment, but this is the second time a similar situation has occurred in the relatively short amount of time we have been with Mimecast.

Thank you again,

Aaron Collins

Dawn Cronin - Moderator · Answer

Aaron:

Excuse me for not including this earlier in the thread.  Welcome to Mimecast!

Here is the KB that explains the Status Page and how to subscribe.  Mimecast Customer Care - Mimecast Status Page.  The icons in the upper left-hand indicate the type of update you want to receive.

I hope this helps!  Note that we also have the link located at the top of the MImecast Community landing page:

Thanks!

Dawn Cronin

Aaron Collins · Answer

Forgive my ignorance. Where did you subscribe for texts? We are new to Mimecast and our deployment was rather rushed. I don't recall a place to sign up for text alerts about the service.

Thank you.

Aaron Collins