On November 24, 2024, at 17:37 UTC, our engineers detected a CloudWorks service disruption in Anaplan Amazon Cloud- Australia region. Due to the disruption, integrations were unable to be processed.

We quickly identified that a key CloudWorks component wasn't operational. After careful consideration and a detailed analysis, at 17:43 UTC, our engineers performed a targeted rolling restart of the affected component. By 17:46 UTC, service was fully restored and stabilized. Additionally, we confirmed that all integrations were now executing correctly.

During the initial review of the incident with our team, the engineers discovered a technical configuration issue in our message orchestration system. As CloudWorks is dependent upon this system, the failure caused a chain reaction, resulting in the CloudWorks component to fail. While the message orchestrator quickly self-recovered, the CloudWorks component required manual intervention to be fully operational.

We have thoroughly investigated the incident to prevent similar disruptions. We are currently reviewing the behavior of CloudWorks components when upstream failures occur. The objective of the review is to increase the tolerance of the service when issues occur and improve overall service stability.

We understand these disruptions can have an impact on your business operations, and we apologize for any inconvenience caused. Rest assured, our technical teams are committed to maintaining robust and reliable services.

If you have any further questions or concerns, please contact Anaplan Customer Care. Thank you for your patience during this situation and thank you for being an Anaplan customer.