Partial Service Disruption
Firefly Learning Platform Europe, Middle East and Africa, Firefly Learning Platform Asia, Firefly Learning Platform China, Firefly Learning Platform Australia, Firefly Learning Platform North America, Schoolpost Platform Global
Firefly Learning Platform, Schoolpost
June 30, 2025 2:26PM BST
[Resolved] Salesforce has confirmed the issue is resolved and their inbound and outbound email log has been fully processed. We've confirmed that messages sent during this outage have since been received by our team.
June 27, 2025 10:00PM BST
[Monitoring] Salesforce confirmed that they resolved their system issues with their email service today at 12:04 UTC. Though we have not seen continued issues after they implemented their fix, we are still waiting for their email service backlogs to clear so that all previously emailed new cases and case replies come through to our support team. Salesforce indicated that the process to clear their backlog could take up to another 24 hours, so we are monitoring the progress through the weekend. We appreciate your patience as we work with Salesforce to confirm this issue has been fully resolved.
June 27, 2025 1:37PM BST
[Monitoring] Salesforce has indicated that they've identified the issue with their email service and have implemented a solution, and their email services and backlogs are now recovering. We're monitoring the status of that recovery and will confirm once all disruptions to our case creation, email notifications, and customer replies have been resolved. Until we can confirm that all issues impacting our Firefly Community have been resolved, we continue to encourage you to log in directly to the Firefly Community to open new cases and to view or update existing cases. We appreciate your patience.
June 26, 2025 7:24PM BST
[Investigating] The third-party vendor that hosts our Firefly Community, Salesforce, is currently experiencing an issue with inbound and outbound emails, which is in turn interfering with email creation of new cases as well as replies to case notifications. As a result, new emails to our support email addresses may not be creating cases as expected, outbound case update email notifications may not be received, and email replies to case notifications are not updating existing cases for our support team.
We are actively working with Salesforce to understand when this issue will be resolved and confirm that prior communications will come through at that time. In the meantime, please log in directly to the Epraise Community to open new cases and to view or update existing cases. We apologise for any inconvenience.
