Sendico Service Outage - Apologies & Future Pledge

Dears Sendico Users,

We would like to sincerely apologize to everyone who was affected by Sendico's outage yesterday, which lasted from approximately 4:00 PM to 11:00 PM JST.

The outage was caused by a major incident at our server provider, Vultr. Vultr experienced a widespread DNS resolver outage that lasted approximately eight hours and disrupted connectivity for servers around the world.

Unfortunately, there was nothing we could do on our end while Vultr's engineers worked to resolve the underlying issue. We could only wait for their services to be restored.

However, we do owe our users an apology for how poorly we communicated what was happening.

During the outage, we placed a temporary message on the Sendico website stating that the site was undergoing maintenance. This understandably caused confusion for many users, particularly because it made it appear as though the outage was caused by planned work on our side.

To be completely clear, we do not perform scheduled maintenance during peak weekend hours. Whenever possible, we schedule maintenance during quieter periods so that any service disruption affects the fewest users possible.

What We're Doing About It

While an outage at our infrastructure provider is ultimately outside of our control, we recognize that we need to do more to make sure our service can remain available when something like this happens.

We're now working on arranging a backup server with a separate provider that would allow us to switch over if our primary infrastructure experiences an outage.

We're also looking into improving our communication systems so that, in the worst-case scenario where Sendico itself becomes inaccessible, we can notify users through our mailing list and provide clear information about what is happening.

Our goal is simple: if something goes wrong, you deserve to know about it.

We're genuinely sorry for the confusion and frustration caused by yesterday's outage. We should have communicated the situation more clearly, and we'll be working to make sure we handle incidents like this better in the future.

Thank you for your patience, understanding, and continued trust in Sendico.