On January 29, 2019 at 10:26 AM PST, Anaplan experienced a platform outage impacting all users in our Virginia data center. The outage was caused when a process to back up the file storage in this data center unexpectedly blocked requests to access all model files stored at this location. The outage was due to a bug in our backup software. The backup process was stopped and service was restored at 10:48 AM PST. Shortly afterwards, we received additional reports of users unable to open models, and a restart of services restored access to the models.
We have investigated the cause of the outage with our vendor and they have issued a fix. Additionally, we are implementing more testing & validation to our quality assurance process and implementing changes to improve automatic recovery of models in these states.
We sincerely apologize for the disruption of service and we are working diligently to improve our systems and processes to avoid further issues. We appreciate your patience, and as always thank you for being a valued Anaplan customer