On October 12, 2022, at approximately 20:52 UTC, we identified an issue with our authentication service. As a result, some users’ new access requests were failing to log-on to the Anaplan Platform. Users already logged onto the platform would not have been impacted.

Initial findings identified an issue with a vendor component that our service relies upon. Some of the new access requests were being routed to that problematic component, causing these new access requests to fail. We immediately contacted our vendor, and they were able to fix the affected component, which remediated the issue. The incident was resolved at 21:57 UTC.

To avoid a reoccurrence, we have updated our authentication service to prevent similar vendor issues from impacting our customers’ ability to access the platform.

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.