Pulse Software - Notice history

We added additional capacity to our email service, which cleared the backlog instantly. Notifications resumed triggering normally. We are also adding monitoring and autoscaling improvements to prevent this from happening again. No action is required on your part

We sincerely apologize for any inconvenience this may have caused. If you have any concerns, please reach out to our support team.

Due to heavy load on our email service, notifications queued up and were not delivered as expected during this window

What happened

A configuration issue in our email delivery system caused a subset of notifications to be rejected rather than delivered during 1:00 PM on April 23rd and 11:00 AM on April 24th.

What we've done

Our team identified the root cause and restored normal delivery on April 24th at 11:00 AM. Email notifications are now operating as expected.

What's next

We are in the process of retriggering the notifications that were missed during 1:00 PM on April 23rd and 11:00 AM on April 24th, so you should receive any pending notifications shortly. No action is required on your part.

We sincerely apologise for any inconvenience this may have caused and appreciate your patience while we worked to resolve it. If you have any concerns, please reach out to our support team.

A misbehaving Redis cluster caused requests to stall, leading to degraded performance across affected site.
The Redis cluster was flushed and restored to a healthy state. All systems have now returned to normal operation and performance has stabilised.

• Engineering team notified and investigating root cause.

• Checking:

  • Application service health across environments

  • API gateway / load balancer logs

  • Database performance and connection saturation

  • Recent deployments or infra changes

The incident has been fully resolved.
The faulty instance causing the incorrect parameter handling has been removed, and services are operating normally.

As a preventive measure, we are implementing improved automated checks that will detect and evict such unhealthy instances in the future, ensuring greater reliability and consistency across the notification pipeline

A denial of service attack has been mitigated