A 12-person CPA firm in midtown Reno had lost reliable email forwarding for three months. Their previous IT provider was billing them “investigation hours” without actually fixing the problem. We diagnosed and fixed the issue the same afternoon — 14 minutes from the first phone call to a confirmed fix.
A small accounting firm in midtown had been dealing with intermittent email failures since early Q1. Emails sent to a shared address would sometimes route correctly, sometimes drop silently, and sometimes bounce back to the sender after a long delay. Their previous IT provider had logged the issue, continued to bill against it as an “ongoing investigation,” but never actually closed the ticket.
The firm finally reached out to us after a partner’s email to a client regarding a tax filing vanished in the routing — which they only discovered when the client called to ask why they hadn’t heard back.
The root cause was a misconfigured forwarding rule at the Microsoft 365 transport-rule level, paired with a stale DNS record pointing to an old SPF entry. It took us about 11 minutes to diagnose the issue once we had admin access. It took three minutes to fix it.
After resolution: email forwarding works reliably, DNS and SPF records are documented, and transport rules are version-controlled. The firm finally has full visibility into what was changed and why.