On 1 September 2026, between 08:00 UTC and 12:20 UTC, customers in our us1: Data Center - US East, us2: Data Center - US West, eu1: Data Center - Netherlands, eu2: Data Center - Germany, eu4: Cloud - Europe, us5: Cloud - US East, us7: Cloud - US, and ap1: Cloud - Japan regions may have experienced delayed CloudWorks™ integrations and intermittent API errors.
Root cause
An update to our API service, designed to increase internal processing capacity, caused unusual behavior under production load. As a result of this behavior, service resource usage increased unexpectedly to its limit. This throttled request processing and led to network resolution timeouts between internal services. Consequently, integration processes and API requests were intermittently unable to connect to internal back-end components. Additionally, although reverting the update resolved the primary resource issues, doing so removed a fix for startup initialization delays. This caused temporary connection difficulties for some API requests during the recovery period.
Recovery
Our engineering team immediately initiated our incident response procedures to isolate the source of the delays and restore service. We reverted the API change, restarted internal network resolution services to clear the timeouts, and scaled up integration service capacities across the affected regions. To address the startup initialization delays re-introduced by the rollback, we managed the initialization load and implemented a fix-forward approach by separating the startup delay fix from the original update and successfully redeploying it. By 12:20 UTC, integration processing and API services had stabilized, and by 17:24 UTC, the issue was fully resolved.
Corrective and preventative actions
We are implementing the following actions to prevent recurrence:
We are redeveloping our API processing code to resolve the underlying resource bottlenecks that led to this incident, ensuring we can safely optimize platform capacity under high load.
We are enhancing our system startup configuration and health check parameters to prevent initialization delays from causing service interruptions.
We are strengthening our network monitoring and observability metrics to provide deeper visibility into internal name resolution and network performance.
We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users.
If you have further questions or concerns, please visit our Support website. We appreciate your patience during this incident and value the trust you place in Anaplan.