On March 17th, at approximately 12:31 UTC, we experienced an elevated level of alerts across our estate, which resulted in customers experiencing intermittent slow performance on the Anaplan Platform.

Initial investigation identified an unusual spike in consumption in one of our core services. We escalated this to our vendor as a priority and mitigation steps were established to reduce the consumption spike. Customers would have experienced intermittent performance degradation during the hours of 12:35 UTC and 14:15 UTC. Once the mitigations steps were completed, and there was no longer a risk of another platform spike occurring, we were able to confirm that the service was restored at 15:47 UTC.

Further investigation highlighted that another service had contributed to the unusual spike in consumption. To avoid a reoccurrence, we are completing a review of this usage and the contributing factors to isolate the issue from resulting in platform disruptions in the future. In addition, we are adding supplementary monitoring to the rate of consumption to ensure any unusual spikes in usage can be addressed prior to platform disruption occurring. We have also added additional capacity to the core service, and we are working with our vendor to urgently apply a patch to the service to ensure the ultimate processing of consumption.

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.