On Saturday September 8th at 9:40 a.m. PT, Anaplan experienced a service interruption at one of our data centers, specifically our facility in Santa Clara, California. This prevented some customers from accessing their workspaces. The disruption was caused during routine patching when one of our servers became unresponsive following a firmware update. After investigation our engineers restored customers’ ability to access the platform at 4:04 p.m. PT by routing affected traffic to another of our data centers whilst we corrected the problem. We then directed traffic back to Santa Clara once the services had been restored.
As a corrective measure we have updated our patching methodology and added additional precautions and steps to prevent this from happening in the future.
We understand the impact to your experience when interruptions occur, and we are working diligently to improve our systems and processes to avoid further issues. We appreciate your patience, and as always thank you for being a valued Anaplan customer.