Platform Alerts - Resolved

Incident Report for Anaplan

Postmortem

On November 20, 2025, starting at 13:44 UTC, some customers experienced CloudWorks™ integrations processing at a slower rate or in some cases, integrations would fail.  The following regions were impacted during this time:

  • us2: Data Center - US West  

  • eu2: Data Center - Germany  

  • eu1: Data Center - Netherlands  

  • us5: Cloud - US East  

  • ap1: Cloud - Japan  

  • us7: Cloud - US  

  • eu4: Cloud – Europe  

Root cause and recovery  

The issue was traced to an incorrect configuration variable that was deployed to our production environment. This variable directed a back-end service to an incorrect component, leading to a temporary loss of connectivity.  

Our engineering team identified the incorrect variable and corrected the issue. This fix restored full connectivity to the CloudWorks service at 14:28 UTC.

Corrective and preventative actions 

 To prevent this issue from recurring, we are taking the following steps to improve the resilience of this service:  

  • To catch this type of configuration error proactively, we are integrating automated validation directly into our release process. This new safety gate automatically verifies configuration changes are correct before they are deployed. This effectively blocks this class of misconfiguration from impacting the service. 
  • We are improving our monitoring and alerting systems to provide earlier detection of potential issues. This will enable our engineering teams to respond more quickly and minimize or prevent customer impact. 
  • We are implementing enhanced controls to ensure that changes can be quickly and safely disabled in production the moment an issue is detected. This protects the customer experience by minimizing the duration of any impact. 

We deeply apologize for the impact this disruption has had on your business and appreciate your patience and understanding. We are fully committed to building an even more resilient platform for the future.  

Should you have any further questions or concerns, please visit the Anaplan Support website. Thank you for being a valued Anaplan customer.

Posted Nov 27, 2025 - 15:24 UTC

Resolved

We have confirmed that the issue is now resolved.

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 Nov 20, 2025 - 14:58 UTC

Monitoring

Service has now been restored; you should now be able to resume normal activities.

We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
Posted Nov 20, 2025 - 14:28 UTC

Identified

We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. Currently, we do not yet have a time to resolution. We will provide further updates in 30 minutes or upon resolution.
Posted Nov 20, 2025 - 14:17 UTC

Investigating

We are currently investigating an issue impacting customers’ ability to run Cloudworks integrations.

We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
Posted Nov 20, 2025 - 13:44 UTC
This incident affected: us2: Data Center - US West, eu1: Data Center - Netherlands, eu2: Data Center - Germany, eu4: Cloud - Europe, us5: Cloud - US East, ap1: Cloud - Japan, and us7: Cloud - US.
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