INC-2026-00189ClosedP1 — Major IncidentIncidentCORE-DOC
Corporate Email unavailable for all users
Monitoring detected total loss of corporate mail flow. Declared P1 major incident and restored through an emergency change.
Breached by 28mCorporate Email — Critical service target · v3 · 24x7
Elapsed 4h 28m of 4h (112%). Clock starts on submission.
- Owner
- Khalid Al-Mutairi — Messaging Operations
- Requester
- Monitoring (system detected)
- Service
- Corporate Email
- Configuration item
- CI-SMTP-GW
- Created
- 2026-07-23 03:02
- Last updated
- 2026-07-24 11:30
- Confidentiality
- Internal
- Next step
- Closed. Two PIR actions remain owned in the action register.
Resolution SLA target was breached by 28 minutes.
Required action: Corrective action ACT-2026-0031 owned by the service owner until verified recovery.
Authorised role: Service owner / Digital Quality
Lifecycle
Stage, owner, and entry criteria as documented.
- NewCompleted
- In ProgressCompleted
- On HoldCompleted
- ResolvedCompleted
- ClosedCurrent stage
Classification
- Detection source
- Monitoring event EVT-SMTP-77120
- Category
- Impact
- Extensive / Widespread
- Urgency
- Critical
- Derived priority
- P1
- Source: Impact × urgency matrix
Impact
- Affected service
- Corporate Email
- Affected CI
- CI-SMTP-GW
Resolution
- Workaround
- Users directed to the mobile mail client via alternate route.
- Resolution
- Certificate chain renewed on both gateways under emergency change.
- Resolution code
- Resolved permanently
- Root cause knowledge
- KB-2026-0091 Gateway certificate lifecycle
Measurement
- Time to acknowledge
- 7 minutes
- Time to restore
- 4 hours 28 minutes