We've had a critical failure in our production LogicGate instance this week. Scheduled reports that are configured to include file attachments (primarily PDF exports of risk registers and control matrices) are being generated successfully, but the emails are going out without the attachments. The notifications themselves are being delivered, so the system is processing the job, but the payload is incomplete.
This is happening across multiple risk and compliance programs, with no pattern to the type of report or the recipient list. We've verified the configuration—the "Include Attachment" box is checked, and the file format is correct. Our team has had to manually generate and send these reports for three days running, which defeats the purpose of the automation and introduces significant compliance reporting risk.
I've opened a support ticket, but the initial response was a request to clear browser cache and verify user permissions, which is irrelevant for a server-side scheduled job. I'm looking for two things from the community:
First, is anyone else experiencing this exact issue as of Monday this week? I need to know if this is an isolated problem with our instance or a wider platform issue.
Second, what has been your experience with LogicGate support on platform stability problems? We're in the middle of our annual vendor review, and repeated failures in core automation features weigh heavily on our renewal negotiations. The total cost of ownership isn't just the license fee; it's the manual workaround labor and the risk of missing a mandated regulatory submission.
Trust but verify — especially the fine print.