On October 15, 2024, at 07:39 UTC, we became aware of an issue impacting Anaplan Data Center - US East, Anaplan Data Center - US West, Anaplan Data Center — Netherlands, Anaplan Data Center — Germany, Anaplan Google Cloud Public - US East, Anaplan Google Cloud Public — Japan, Anaplan Amazon Cloud Public — US, and Anaplan Amazon Cloud Public — Europe. During this incident, customers were unable to log in to AM365.  

Our investigation initially identified a previous incident that had similar symptoms. The resolution steps for the previous incident were followed; however, the issue continued to persist. We followed several lines of enquiry into the affected service and the underlying infrastructure. We found that an infrastructure component for the service had recently failed over. The service was unable to reinitialize after the failover and was manually restarted. Full service was restored at 09:52 UTC.  

We have reviewed why the service didn't reinitialize properly and identified improvements for this to happen gracefully in the future. These improvements are currently in development and will be implemented once they've been fully tested.  

We sincerely apologize for the impact this has had on your business operations. We know these issues can cause trouble for your business and users. We are always improving our systems and procedures to prevent similar issues from happening again.  

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.