On December 17, 2024, at 11:06 UTC, we became aware that the platform was unavailable in Anaplan Amazon Cloud — Europe, Anaplan Amazon Cloud Public — Europe, and Anaplan Google Cloud Public — Saudi Arabia.
During a planned update, our engineering team was completing work to simplify an infrastructure configuration. The team detected the issue and immediately rolled back the configuration update. Full service was restored to the affected regions at the below times:
11:22 UTC - Anaplan Amazon Cloud – Europe
11:26 UTC - Anaplan Amazon Cloud Public – Europe
11:29 UTC - Anaplan Google Cloud Public – Saudi Arabia
We have conducted a thorough review of the circumstances leading to the incident. When external network traffic is routed to the internal infrastructure, it uses an "origin" record and is proxied via an infrastructure subcomponent. We have found that the "origin" record was missing from the resource for these regions. This resulted in requests being unable to resolve, leading to the platform outage.
We are implementing multiple preventive measures. First, we have completed a review of the subcomponent and added the missing "origin" record to the resource. Additionally, we are standardizing the design across all regions to reduce inconsistency in our infrastructure.
We deeply 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 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.