Last Tuesday, March 29th, Plumsail services were experiencing an outage. This means users were not able to access and use our services.
The root cause was that our Microsoft Azure subscription was disabled by Microsoft without prior notification. They just shut down the whole thing. This happened because of their automated security system. They false-detected that we are intentionally spreading phishing web forms. They don't expose their algorithms, but we know that this affects other businesses. We were in contact with different companies, including one from Northern Ireland. They experienced the same issue a month ago.
We have been on the market for over 10 years. We have never had an incident of this magnitude. Especially with Microsoft Azure. We rely on Microsoft Azure to host our infrastructure because of many reasons - 99.99% availability, security compliance, scalability. It includes virtual machines, SQL databases, cache, queues, etc. We have a scalable and stable multi-part infrastructure built on a modern technology stack in Microsoft Azure. However, when Microsoft disables a subscription, it means you lose access to all your data. It includes daily and weekly backups. We handled them using Azure infrastructure as well.
It doesn't mean we didn't have any backup infrastructure. An hour after the incident we redirected our services to our Frankfurt infrastructure. It allowed us to restore part of our services in a few hours and prevent losing email messages by our email processing services. However, setting up a replacement for this kind of multi-part infrastructure takes significant time.
We have a product Plumsail forms for public sites. It provides a free plan for creating public web forms. Unfortunately, some users use this free plan for creating phishing forms. This problem affects any public form services including Microsoft Forms and Google Forms. We are not the first affected by users like this. We were aware of this and our moderation team continuously worked on moderation, removal, and blocking of forms like this. We take security very seriously and enforce several measures to detect and prevent spam and phishing. However, some forms may slip through the cracks. The form that was the reason for the incident was proactively removed a long time before Microsoft disabled our subscription. Apparently, this was not an argument for Microsoft's support.
In the end, Microsoft has realized that disabling our subscription was a mistake and activated it. It took tremendous effort from our team and our customers. Thank you to everyone who contacted Microsoft support. It really helped to speed up the process of reevaluation of our subscription.
As a temporary measure, new public Plumsail Forms users will pass manual approval before getting access to the publication of web forms on our plumsail.io domain.
We are improving our backup infrastructure outside of Microsoft Azure. We can't rely on Microsoft's 99.99% availability and backups after this incident. We had recovery plans built mostly on top of Microsoft Azure. We already made initial actions to guarantee the successful recovery of our services outside of Microsoft Azure.
If you still experience any issues after the outage send us a message to support@plumsail.com.
Learn how Cyberlogic integrated Plumsail's ticketing solution to facilitate incident management, complaint resolution, and request handling for a tour operator managing requests within Microsoft 365.
Learn how to create PDF documents from Smartsheet records using Power Automate and Plumsail Documents when a new row is added.
Discover how Locatech helped their customer improve request monitoring and management with a customization they made in Plumsail HelpDesk for SharePoint Online.
