We have completed our initial analysis of the Letterhead outage that occurred on October 24, 2023 from approximately 7 a.m. ET to approximately 9 a.m. ET, and are taking necessary steps to prevent future service interruptions. We’ve identified the root cause as an outage with our database hosting provider. We apologize for the incident and any impact it may have had on your business.

As our engineers worked with our provider to restore service, our customer experience team reached out to affected customers to alert them to the issue. After restoring service, our team double-checked scheduled emails in Letterhead and ensured that they were sent as quickly as possible. No data was lost in the course of this outage.

We are implementing the following actions over the next 90 days to enhance the reliability and performance of our systems and prevent future occurrence of this issue or similar issues. 

1. Implement additional database backups: We will create and configure additional backups and fallback measures for our databases to allow us to get databases back up and running more quickly in the event of a failure.
2. Improve data architecture and infrastructure: We have already begun an engineering initiative to improve our data architecture in Letterhead. These improvements will also make services more resilient and faster to restore.

Our commitment to providing the best possible service remains our top priority. We value your trust and appreciate your patience during this incident. As always, our customer experience team is ready to help you with any questions or concerns in our Help Center. To stay informed about any future updates, please check and subscribe to alerts on our Status Page.