On May 27, at approximately 07:20 UTC, we identified an issue affecting customers’ ability to access to the Anaplan Platform.

Initial investigations indicated that one of our internal communication services was unresponsive. We initiated a rolling restart however the issue persisted. Further investigation identified that two components within this service were unavailable. As a result, we completed recovery activities for these components.

Part of this activity included pausing CloudWorks service during this time. Access to the Anaplan Platform was restored at 11:50 UTC and CloudWorks service was made available at 12:05 UTC.

Subsequent investigation identified that the issue was caused by a sequencing mismatch within the components. As a priority, we are reviewing a software bug with our third-party vendor which could be a contributing factor in the sequencing mismatch. We are also implementing multiple mitigation activities to prevent a reoccurrence of the issue and a process improvement to enhance our recovery activities and avoid prolonged interruption.

We deeply 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.