A/B Email Incident
Incident Report for Pardot
At approximately 4 p.m. EST on December 17, 2014, we paused email functionality for all customers to resolve a technical error that was introduced as a part of our efforts to improve performance for customers sending large A/B tests. The error affected a small subset of Pardot customers using the A/B email testing feature, and resulted in past A/B test emails being sent out in error.

The emails, which had previously been sent to the intended recipients, were inadvertently sent to people who had been added to the distribution list since the original email was sent.

As soon as we became aware of the issue, we paused email sending functionality for all accounts. The error was fixed at approximately 4:30 p.m. EST. Email functionality for customers not affected was restored at approximately 5:35 p.m. EST and was restored for all clients at approximately 2:30 a.m. EST.

We are personally contacting all customers that have been affected. If you have yet to be contacted, but believe you were impacted, please reach out to our Support Team at pardot.com/help.

We appreciate your trust in us as we continue to make your success our top priority.

-- Adam Blitzer


FAQ

- What happened?
A small subset of Pardot customers using the A/B email testing feature experienced an issue where past A/B test emails were sent out in error. The emails, which had previously been sent to the intended recipients, were inadvertently sent to people who had been added to the distribution list since the original email was sent.

- How many customers were affected?
A subset of Pardot customers using our A/B email testing feature were impacted.

- Should I re-schedule emails or A/B sends that are going out soon or in progress?
No. The error has been fixed and will not affect your sends moving forward.

- What did the emails say and who were they sent to?
We are personally contacting all customers that have been affected to provide additional details. If you believe you were impacted and have yet to be contacted, please reach out to our Support Team at pardot.com/help.

- How will Pardot prevent this in the future?
We are conducting a full review of our automated and manual testing procedures to prevent an issue like this from occurring in the future.
Occurred on December 17