[samwillis]

We may not be a big customer to you and we may only send a few thousand transactional emails per month but even on the "essentials" paid package we expect a service level that is usable.

Suggesting that it's ok to wait a few days for our transactional email to deliver is frankly offensive. By definition transactional email is expected to be delivered in minutes if not seconds - days? That's got to be a joke?

This response is enough in its own to tip us into make a switch to an alternative supplier. It may be of no interest to SendGrid if an "essentials" customer leaves but if this is how you treat them you may find that more than a few do.

Frankly this entire situation has been mismanaged. As email "experts" you should have been able to migrate you customers over to the new IPs one by one as the IPs send level increases.

Finally suggesting that as this only effects some of your customers and so doesn't warrant being on the status page is just you making excuses to lie to your customers and hide the fact you have a serious issue. If this was a planed move with any possibility of delay you should have notified the effected customers before hand. We only discovered the problem when our customers stopped receiving emails and our support team saw an increase in support requests.

P.S. Your competitor Postmark has a very different oppinion about dedicated IPs https://postmarkapp.com/why/delivery

[linkregister]

Disclosure: I am a former employee of a Sendgrid competitor.

The proper way to transition IPs is to split traffic between them, so when one IP is throttled, traffic can continue. These accounts should have been assigned the new IP in addition to the old one. Once warming completed after a couple of days, the old removed. I would strongly recommend all affected customers to open support tickets with Sendgrid to get put on good IPs.

[medmunds]

> Suggesting that it's ok to wait a few days for our transactional email to deliver is frankly offensive

Another SendGrid customer here, in exactly the same situation (low-volume, purely transactional, paid "Essential" plan). But even if I were sending marketing blasts, a few days delivery delay would be unacceptable. It's hard not to hear SendGrid's response as "we don't really support anything below the Pro plan".

SendGrid has put up a support article about this: https://sendgrid.com/docs/Classroom/Deliver/shared_ip_thrott...

FWIW, a helpful SendGrid chat agent did move us back to a warmed-up IP pool once I complained, and our mails are going through again.

[Edit: clarify we're on a paid plan -- just not the Pro one.]

[samwillis]

Nice to hear they are trying to help some customers.

I opened a support ticket 12 hours ago and have just been told it will eventually be sorted.

[medmunds]

Try the chat option -- it's more immediate. (Though the chat agent did mention they're pretty backed up.)

[0xmohit]

Maybe SendGrid suggests using a courier instead of email for fast and guaranteed delivery of messages.

[chelbell]

My company has been scratching our heads for the last 12 hours trying to figure out what was going on while waiting for SendGrid support to email us back. Without hearing anything I finally found this thread through a Twitter search, thank goodness.

I'm astounded that an email company couldn't do us the decency to email their customers to tell us what's going on. We've wasted valuable time and lost business because of them.

We're switching over to Postmark now. This year has been a nightmare in transactional email land from Mandrill to SendGrid to now Postmark, ugh. Hoping Postmark can do both you and I well.