Platform Alerts
Incident Report for Anaplan
Postmortem

On October 09, 2024, at 01:28 UTC, we saw an influx of API alerts across several internal microservices. This issue primarily affected Anaplan Data Center - U.S. East. However, other regions may also have experienced degradation: Anaplan Data Center - U.S. West, Anaplan Data Center — Netherlands, Anaplan Data Center — Germany, Anaplan Google Cloud Public — U.S. East, Anaplan Google Cloud Public — Japan, Anaplan Amazon Cloud Public — U.S.  and Anaplan Amazon Cloud Public — Europe. 

Initially, the impact seemed to be limited; however, at 03:20 UTC, platform performance had degraded, and a major incident was declared. During the incident, customers may have experienced slow behavior when interacting with API integrations and modeling services.   

Our investigation established that there were errors presented from the infrastructure and network layers. Both areas were reviewed, and it was identified that the issue was caused by a faulty infrastructure component that wasn't handling traffic correctly. The component was isolated from the infrastructure, and full service was restored at 05:29 UTC.  

We worked with our infrastructure vendor and found that the component had an unstable network link, which caused the intermittent errors. To prevent this issue from reoccurring, the vendor has reviewed the infrastructure and is in the process of replacing the faulty component. We are also working with the vendor to implement a new monitoring system. This will help to identify and resolve this type of issue before it results in degraded performance.  

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.

Posted Oct 21, 2024 - 09:26 UTC

Resolved
We have confirmed that the issue is now resolved.

We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue.

We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Oct 09, 2024 - 05:30 UTC
Monitoring
Service has now been restored; you should now be able to resume normal activities.

We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
Posted Oct 09, 2024 - 05:05 UTC
Update
Thank you for your patience as we continue to investigate this issue. Currently, we do not yet have a time to resolution. We will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.
Posted Oct 09, 2024 - 04:30 UTC
Update
We are continuing to investigate this issue.
Posted Oct 09, 2024 - 04:14 UTC
Investigating
We are currently investigating an issue resulting in customers experiencing intermittent issues when running multiple integrations services.

We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
Posted Oct 09, 2024 - 03:56 UTC
This incident affected: 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, and Anaplan Amazon Cloud Public - US.