On October 20, 2023, at 09:55 UTC, we identified an issue with the New User Experience (NUX) in Anaplan Amazon Cloud - Europe. This resulted in customers experiencing access and performance issues when using functionalities within the NUX pages.

Initial investigation identified that a backend service had failed due to a sudden spike in memory utilization. The cause of the memory spike was tracked down to a specific data clean-up job. This job was stopped, and the backend service was then restarted. Full service was restored at 10:15 UTC.

We apologize for any impact this issue might have had on your business operations. We're continuously strengthening our systems and procedures to ensure we avoid future disruption to your business and users.

To avoid a reoccurrence of this issue, we're increasing the resource provisioning for the impacted service. We're also proactively reviewing this resource configuration across all regions. Additionally, we've amended the data clean-up job logic and will rigorously test this in pre-production before re-running in production.

If you have further questions or concerns, please visit our Anaplan Support website. Thank you for your patience during this situation, and thank you for being an Anaplan customer.