On September 16, 2022, at approximately 13:27 UTC, we were alerted to intermittent slow performance in our Anaplan Data Center - Germany. This resulted in some customers experiencing prolonged platform response times, and in some cases, errors when trying to load or update models.
Upon investigation, we identified an unhealthy pod within our backend services with degrading performance. This issue prevented some customer sessions from being rerouted to a healthy pod. We performed remedial actions to restore the unhealthy pod, and performance was restored at 15:36 UTC.
We are currently investigating why this component degraded into an unhealthy state. Once this investigation is complete, we will implement the required steps needed to mitigate this issue. To avoid a reoccurrence, we have added extra detection measures to this backend service.
We sincerely apologize for the impact this had on your business operations. We understand the disruption these issues can cause to your business and users, and we are continuously strengthening our systems and procedures to avoid similar issues from happening again in the future. If you have any further questions or concerns, please contact Anaplan Support. Thank you for your patience during this situation and thank you for being an Anaplan customer.