Platform Alerts
Incident Report for Anaplan
Postmortem

On July 31, 2024, at 13:07 UTC, our monitoring indicated an intermittent issue in the following data centers:  

  • Anaplan Data Center - U.S. East  

  • Anaplan Data Center - U.S. West  

  • Anaplan Data Center – Germany  

  • Anaplan Data Center – Netherlands  

  • Anaplan Google Cloud Public - U.S. East  

  • Anaplan Google Cloud Public – Japan  

  • Anaplan Amazon Cloud Public – U.S.  

  • Anaplan Amazon Cloud Public - Europe  

This issue resulted in slow performance when opening models and when loading objects and pages within these regions.   

We identified that a backend service had become saturated with requests, resulting in slow performance. An investigation into the issue found that a new data clean-up job was in progress. This job, coupled with peak load from other internal services on the back-end service, resulted in performance issues. The clean-up job was immediately stopped, and full service was restored at 13:33 UTC.  

To prevent a recurrence of this issue, we have analyzed the configuration of the data clean-up job and identified improvements. These improvements will reduce the load that the job places on the back-end service. We will also migrate other internal service load away from the backend service to increase resiliency.  

We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users.   

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

Posted Aug 02, 2024 - 10:22 UTC

Resolved
On July 31, 2024, at 13:07 UTC, we identified an issue that degraded customers' ability to open models or, within already open models, load objects and/or pages. In addition, this issue may have also degraded the performance of some CloudWorks integrations.

This incident was resolved at 13:33 UTC.

We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue.

We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Jul 31, 2024 - 13:50 UTC
This incident affected: Anaplan Data Center - US East, Anaplan Data Center - US West, Anaplan Data Center - Netherlands, Anaplan Data Center - Germany, Anaplan Google Cloud Public - US East, Anaplan Google Cloud Public - Japan, Anaplan Amazon Cloud Public - US, and Anaplan Amazon Cloud Public - Europe.