Hail update: email delivery issue resolved

Last week, some Hail customers experienced email delivery disruptions linked to a global Microsoft service issue affecting organisations worldwide.

Many providers chose to wait for Microsoft to resolve the problem. Our approach was different.

We believe schools and communities deserve transparency and proactive support, so we informed all customers as soon as we identified the global nature of the issue and kept them updated as it unfolded.

At the same time, our engineering team worked to implement a solution rather than simply ride it out. Within days — and after a very late night for the team — we designed and deployed a new email delivery service specifically optimised for Microsoft recipients.

Since deployment, delivery performance has stabilised significantly. We are now seeing a 99.6% delivery rate for Microsoft emails.

We will continue to monitor performance closely and make further adjustments if required.

Ensuring reliable communication for our schools and communities remains a core priority, and we’ll always act quickly, communicate openly, and invest in solutions when issues arise.