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Incident triage

1

Check dashboards

Review the Connect dashboard for red tasks, provisioning delays, or missing test confirmations. Then open Activity with filters set to the affected timeframe.
2

Validate credentials

Rotate API keys if any were exposed. For SMTP incidents, regenerate passwords and update your mail agents.
3

Inspect suppressions

Search complaints and bounces. Reinstating an address requires explicit customer consent and legal approval.
Never delete suppression rows during an active compliance investigation. Doing so can violate ESP and ISP policies.

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Common issues

  • Confirm the webhook secret matches the value in Connect.
  • Use the Test Webhook action with the payload logged in your service.
  • Verify your service responds within the configured timeout (default 30 seconds).
  • Review warmup recommendations and slow the send rate.
  • Ensure new recipient lists are permission-based.
  • Check DNS (SPF, DKIM) for recent changes.
  • Confirm the domain shows Servers Ready.
  • Verify API requests include valid domain IDs.
  • Check that the integration test returns queued status.

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Escalation matrix

  • Standard: Email [email protected] with message IDs, timeframe, and CSV export from Activity.
  • VIP: Use the Contact Your Engineer CTA on the dashboard. Provide recent warmup assessment, bounce samples, and webhook logs.
  • Critical outage: Open a ticket and tag #deliverability in your incident channel. Share the latest suppression counts and API responses.
Attach logs from Activity exports and webhook retries when escalating-RevBridge engineers can immediately correlate them with MTA telemetry.
Close the incident when dashboards are green, suppression deltas stabilize, and automated tests pass without manual intervention.