We discovered an issue with the Support ticketing system, in which email responses to customers were not sent due to a configuration issue with the mail server following a routine update. This affected support responses sent between 11:30pm on Monday (4/17) and 4pm Thursday (4/20). All delayed responses were sent on Thursday evening at approximately 8pm Eastern.
To be clear, all other types of email from ShareFile (notifications, password resets, etc) were unaffected. The scope was limited to support email interactions.
We apologize for the inconvenience this issue has caused. We are working to add additional alerting to our monitoring system to ensure that this issue is not repeated.