On August 15, 2026, from 03:16 UTC to 08:23 UTC, customers in our eu2: Data Center - Germany region experienced a service interruption that prevented access to the Anaplan platform. During this time, a local infrastructure failure affected the region's ability to connect to external services, resulting in a loss of platform availability.
Root cause
The disruption was caused by an environmental failure at our vendor's third-party facility in Frankfurt, Germany. A leak in the facility's cooling system led to localized overheating, which triggered automatic safety shutdowns of critical network equipment. Escaped water also damaged localized power distribution systems within the facility, disabling network devices. This combined power and cooling failure prevented the system from resolving external addresses and completing outbound requests in this region.
Recovery
Because the facility's environmental conditions made the area unsafe to enter, our vendor was delayed in assessing and repairing the affected equipment. As a result, our engineering team deployed an emergency change to reroute traffic through an alternate regional network path, bypassing the impaired facility and region. This successfully restored full external connectivity and name resolution, and platform access was fully restored by 08:23 UTC.
The facility’s operator and our vendor continued recovery work over the following days, with full restoration confirmed by August 18. We maintained our emergency routing throughout that period to keep service stable while the vendor completed repairs.
Corrective and preventative actions
We are implementing the following measures to strengthen resilience and reduce the risk of a similar disruption:
We are adding a layer that automatically redirects traffic to alternate geographic locations during a localized outage, with no manual intervention required.
We are enabling cached records to continue serving traffic when the path to external resolvers is unavailable, so a connectivity loss to external services no longer prevents platform access when a regional event occurs.
We are working with our third-party facility and network providers to review their standards for critical power and cooling systems and ensure stronger preventative safeguards are in place.
We apologize for the impact this issue has had on your operations. We are committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our Support team.