3621579 - FAQ for Inbound Emails during System Maintenance

This document should provide some answers to frequently asked question around Inbound Emails during System Maintenance period or downtime. 

SAP Cloud for Customer

When C4C is down for maintenance or downtime, what happens to incoming e-mails during this period?

All incoming emails will be saved and queued. Once the system is back online, the queued emails will be processed automatically.

Is the email delivery retried? If so, for how long and at what frequency?

Yes, email delivery will be retried automatically once the system is up. The retry process occurs every hour for a maximum of 3 days (72 hours).

Are retry settings configurable by the sender system, or are they controlled by the C4C domain/email provider?

Retry settings are not configurable, either by the customer end or by SAP. The retry logic is managed automatically by the system.

Will the sender receive a bounce-back notification if the retry window or maximum retries are exceeded?

Yes, if the retry window exceeded, a soft-bounce happens. A notification will be sent back to sender to notify the failed delivery.

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