On March 13, 2024, at 12:52 UTC, we identified an issue with our storage service. This impacted customers’ ability to load models in Anaplan Data Center — U.S. East. Customers in our other regions may have encountered degraded performance within their models.  

Our investigation identified that this was related to a storage module that had failed the previous day, which wasn't customer service impacting. Our vendor was on site to replace the failed module, as per their standard operating procedure. During this work, our vendor inadvertently ran a script on the fully functioning primary module instead of on the failed secondary module. This resulted in the primary module no longer functioning correctly, resulting in the issue. The issue was resolved by removing the incorrect script from the primary module, and service was restored at 13:20 UTC.   

To prevent a recurrence, we have worked with our vendor to review their procedure. This included enhancing the process to reduce the risk of this human error and providing a more suitable time for this type of change in the future. We have also made changes to our internal systems to enhance our ability to validate platform health after a hardware failure.  

We have worked closely with our vendor to replace the failed secondary module. The replacement of the secondary module was completed successfully on March 16. 

We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users.   

If you have further questions or concerns, please visit the Anaplan Support website. Thank you for your patience during this situation and thank you for being an Anaplan customer.