Hosted Exchange Backlog

juliamw said 1 year, 3 months ago:

Our company frequently experiences severely delayed mail delivery due to, what I am told, the mail server being backlogged. What plan, if any, does GoDaddy have to alleviate this from happening?

chrisg said 1 year, 3 months ago:

@julianw,

I am not aware of any reports of our Hosted Exchange plans having issues with ‘backlogging’. I have even checked in with our Email team who has confirmed that we have no server related issues being reported for such activity.

If you have messages that are encountering delayed deliveries, I would advise reaching out to our Live Support via phone or email to provide a complete copy of one of the delayed messages with full headers displayed so we can further investigate the cause of the delay.

Christopher G.

juliamw said 1 year, 3 months ago:

Christopher,

I appreciate you checking in to the issue. I started this post immediately after calling in to Live Support to inquiry about delays in email delivery. I was told by GoDaddy’s technical support that they were aware of the issue. There had been increased activity on the mail server, and as a result, a “backlog” (your guy’s terminology, not mine) of messages had been created. When I asked for an approximate time when I could expect normal message delivery to resume, customer support was unable to provide a time.

This is the same response I get every time our company experiences delayed message delivery. I am concerned that perhaps GoDaddy has taken on more hosted exchange accounts than it has infrastructure to handle. As my account is scheduled for renewal in two months, I would like to know what kind of hosted exchange service I can expect in the future.

As for providing a complete copy, I would be happy to send you a test message from earlier today. How can I get in touch with you?

Julia W.

chrisg said 1 year, 3 months ago:

@juliamw,

I apologize for any confusion that may have been caused from your recent experience with our Live Support.

As we do require the header information from the delayed messages, I am having another member of our Live Support team reach out to you via the email address on file for your customer account. Please be on the lookout for this correspondence.

Christopher G.

evc said 1 year, 2 months ago:

This is a huge problem with GoDaddy Hosted Exchange service. I’ve experienced this problem periodically since day 1. Recently, however, it has become a severe issue. Most days over the past week, we have experienced delays of as much as 5 hours on delivery. I’ve placed several service calls, always with the same response…we are aware of the problem. I’ve been without reliable email for the past 5 business days.

chrisg said 1 year, 2 months ago:

@evc,

I believe you are referring to a currently reported known issue with sending delays on our Hosted Exchange accounts. As support may have already explained, this is a matter being continuously investigated by our Advanced Support and Email teams.

Unfortunately, I do not have specific details regarding how much longer it will be till this matter is resolved. But if new information is brought to my attentioned, I will be sure to follow up on this thread.

Christopher G.

Deleted User said 1 year, 2 months ago:

Measures have been taken to correct this issue. This issue should be resolved.

danlaw said 1 year, 2 months ago:

Good that the issue has been resolved. But can someone explain what was the cause of this issue and what has been done to ensure that this does not happen again.

Deleted User said 1 year, 2 months ago:

@Danlaw,

We had experienced a huge spike in malcious activity that was the source of the majority of the backups which have occured. We have taken steps to elimnate that traffic and have already added addtional capacity and industry standard spam controls to the outbond mail servers to combat these delays. These delays are not acceptable and we will continue to add capacity to outbound queues as the reputation of the outbound servers build with third party email systems (AOL, Yahoo, MSN, etc).