Anaplan recently experienced a short platform outage that occurred on November 28, 2017 from approximately 12:30 p.m. to 1:10 p.m. PDT, which impacted a small subset of customers. As a follow-up to this unplanned outage, we wanted to ensure we were providing additional information and assurances regarding the cause and solutions for this outage.
In the process of updating our infrastructure as we continue to scale, our Master DNS server unexpectedly failed. As expected, the secondary DNS server was engaged and performed as expected while the Master DNS server was re-built. When the re-build was completed, the DNS services were not properly switched back to the Master DNS server before the secondary DNS server’s operation lifecycle completed. As a result of this unfortunate human error, the November 28 outage occurred.
Since then, DNS monitoring has been activated as part of our planned infrastructure process and hardware improvements.
We appreciate your patience during this outage and as we institute these changes. As always, thank you for being a valued Anaplan customer.