Inability to create email channels with SendGrid

Incident Report for Xperience by Kentico

Postmortem

Between February 13 and 21, 2025, Xperience by Kentico experienced an issue that prevented SaaS customers from creating new email channels or applying custom domains via SendGrid. Existing channels remained fully functional. The root cause was traced to an unexpected change in SendGrid’s API behavior, which led to incompatibilities with our integration.

After identifying the issue, we updated our implementation to align with the new API behavior and restored full functionality by February 20. The system remained stable during post-fix monitoring and the incident was closed on February 21. To prevent similar issues, we’re improving our monitoring of third-party API changes and enhancing communication channels with SendGrid.

Posted Aug 07, 2025 - 09:08 CEST

Resolved

Following our previous update, the issue has been fully resolved, and the system is now stable. We have completed our monitoring, and the incident is now closed.

Posted Feb 21, 2025 - 09:14 CET

Monitoring

The fix has been applied and our services are fully operational.
We had to adjust our implementation to accommodate the change in the SendGrid API behavior. This allowed us to resume normal operations.
We are actively monitoring the situation to ensure stability.

Posted Feb 20, 2025 - 12:48 CET

Identified

After a complex troubleshooting process we concluded that the issue is caused by an unexpected change in the SendGrid API behaviour, and we are working on fix. We will apply the fix to our systems as soon as it is ready and thoroughly tested.

Posted Feb 18, 2025 - 21:06 CET

Investigating

Our monitoring system detected a problem with SendGrid that's preventing our SaaS customers from creating a new email channel or applying a custom domain to their existing email channels. Currently configured email channels are not affected and are functioning normally. We are working with SendGrid Support to resolve the issue and we will provide a new update soon.

Posted Feb 13, 2025 - 17:56 CET

This incident affected: Xperience Portal.