On April 14, 2025, at 07:27 UTC, our monitoring systems detected degraded performance in the Anaplan platform. This issue affected the following regions:
us1: Anaplan Data Center – U.S. East
us2: Anaplan Data Center – U.S. West
eu2: Anaplan Data Center – Germany
eu1: Anaplan Data Center – Netherlands
us5: Anaplan Google Cloud Public – U.S. East
ap1: Anaplan Google Cloud Public – Japan
us7: Anaplan Amazon Cloud Public – U.S.
eu4: Anaplan Amazon Cloud Public – Europe
During the incident, customers may have experienced intermittent errors or degraded performance with API services, CloudWorks™ integration, and authentication.
Our investigation found that the issue was caused by a messaging orchestration system not working as expected because of stuck queues. The stuck queues were cleared, and the system was restarted. Service was restored at 09:02 UTC.
Post resolution, there was a backlog of CloudWorks integrations that required processing. By 09:26 UTC, the backlog had caught up in all regions except us1: Anaplan Data Center – U.S. East, which was completed by 09:56 UTC.
To prevent similar events in the future, we are adding further alerts to the messaging orchestration system to proactively identify stuck queues. We are decoupling the messaging orchestration system from the upstream services to reduce impact. We are also improving our tracing and error messages to enable faster identification of issues with downstream services.
We apologize for any impact this incident may have had on your business operations. We are committed to continuously strengthening our systems and procedures. If you have further questions or concerns, please visit Anaplan Support website. Thank you for your patience during this situation and thank you for being an Anaplan customer.