Platform Alerts

Incident Report for Anaplan

Postmortem

On April 29, 2025, at 06:20 UTC, we detected degraded performance across all regions. During the incident, customers attempting to load workspaces or models may have encountered intermittent time-out errors. In addition, API or CloudWorks™ integration jobs may have failed.   

Our alerting identified that a component was intermittently failing to respond. We took manual steps to improve service and engaged our vendor for support. By 08:03 UTC, errors had subsided, and full service was restored.   

We continued to work with our vendor to understand the issue. At 09:15 UTC, we started to see a recurrence of time-out errors. Through further analysis, we identified constraints affecting the cache of the impacted component. The size of the cache was increased, and performance started to improve shortly after 10:00 UTC. By 10:22 UTC, workspaces and models were reliably opening, but loading time was extended. Full service was restored at 10:49 UTC.  

Our vendor completed a thorough analysis of the logs. They advised that the issue stemmed from exhaustion in the cache resource due to suboptimal configuration settings. The settings were modified during the incident to restore full service. Our vendor will be implementing additional configuration and capacity monitoring. We are also updating our monitoring to provide additional granularity into the functionality of the component to ensure action before customer impact.   

We apologize for any disruption this may have caused to your business. We are committed to improving the reliability of our services. If you have any further questions or concerns, please visit our Support website. Thank you for your patience during this incident and thank you for being an Anaplan customer.

Posted May 09, 2025 - 15:55 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 Customer Care.
Posted Apr 29, 2025 - 11:10 UTC

Monitoring

Model load times have returned to normal and service has 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 Apr 29, 2025 - 10:55 UTC

Update

Thank you for your patience as we continue to investigate this issue. We continue to experience extended loading times for models. Once models have loaded, customers should be able to use the platform as normal.

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 Apr 29, 2025 - 10:26 UTC

Identified

Thank you for your patience as we continue to investigate this issue with some customers not being able to load models. The platform is in the process of recovering and we are working to validate that issues have fully subsided.

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 Apr 29, 2025 - 09:56 UTC

Investigating

We are currently investigating an issue resulting in some customers not being able to load models.

We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
Posted Apr 29, 2025 - 09:27 UTC
This incident affected: us1: Anaplan Data Center - US East, us2: Anaplan Data Center - US West, eu1: Anaplan Data Center - Netherlands, eu2: Anaplan Data Center - Germany, eu4: Anaplan Amazon Cloud Public - Europe, us5: Anaplan Google Cloud Public - US East, ap1: Anaplan Google Cloud Public - Japan, us7: Anaplan Amazon Cloud Public - US, us3: Anaplan Google Cloud - Dedicated, us4: Anaplan Amazon Cloud - Dedicated, ca1: Anaplan Google Cloud Public - Canada, au1: Anaplan Amazon Cloud - Australia, eu3: Anaplan Amazon Cloud - Europe, and me1: Anaplan Google Cloud Public - Saudi Arabia.