Platform Alerts
Incident Report for Anaplan
Postmortem

On January 11, 2024, at 10:20 UTC, we received reports of issues with Informatica integrations. The issue resulted in the disruption of data transfers for customers using the Informatica integrator, HyperConnect.  

We identified that the issue was due to an upgrade to HyperConnect by our vendor (Informatica). We immediately engaged them and determined that they would need to re-deploy the previous version of HyperConnect. However, this process would take time to complete. As such, we worked with them to provide a manual workaround to enable customers to use the previous version of HyperConnect. The workaround was published at 13:17 UTC. This resolved the immediate issue for customers who implemented the workaround.  

On January 12th at 13:00, Infomatica began the process of re-deploying the previous version of HyperConnect. This activity was completed at 15:25 UTC, and the issue was resolved at 15:38 UTC for all customers.  

To avoid a recurrence, we are working with the vendor to mitigate the issue that was found in the new release. We are also collaborating with them to improve our response to similar issues in the future. Finally, we are reviewing our internal testing to ensure these issues are identified before deployment.  

We apologize for any impact this issue might have had on your business operations. We are continuously strengthening our systems and procedures to avoid future disruption 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 Jan 18, 2024 - 18:05 UTC
Resolved
Service is now restored after Informatica re-deployed the last good version of HyperConnect. Anaplan and Informatica continue to work on the improvements to the version of HyperConnect that was implemented on January 11 that resulted in this issue. When the development work and validation has been completed, the latest version of HyperConnect will be rolled out via the standard process.

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 Jan 12, 2024 - 15:38 UTC
Update
We have worked with our vendor, Informatica, and they are re-deploying the last good version of HyperConnect at 13:00 UTC. This process, and the necessary validation, will be completed by 14:00 UTC. We will provide further updates in 90 minutes.

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 Jan 12, 2024 - 12:51 UTC
Monitoring
Service has now been restored via a workaround to resolve the immediate issue. Please visit Support for details of the workaround (https://support.anaplan.com/connection-error-when-running-integrations-through-informatica-anaplan-connector-08d3222a-292b-4ebe-a3e2-c710c29d340c), if you encounter an issue with Informatica Integrations. A permanent fix is currently in development and will be deployed once tested and approved.

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 Jan 11, 2024 - 13:17 UTC
Update
We have identified the likely cause of the issue through working with the vendor, 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 60 minutes or upon resolution.
Posted Jan 11, 2024 - 12:03 UTC
Update
Thank you for your patience as we continue to investigate this issue. We are currently working with the vendor and will continue to provide updates every hour as we work to resolve this issue as quickly as possible.
Posted Jan 11, 2024 - 10:56 UTC
Investigating
Customers currently using Informatica for Anaplan API Integration may have intermittent issues when running their jobs.

We are working with the vendor to resolve this issue quickly and will provide updates every 30 minutes or upon resolution.
Posted Jan 11, 2024 - 10:20 UTC
This incident affected: Anaplan Data Center - US East, Anaplan Data Center - US West, Anaplan Data Center - Netherlands, Anaplan Data Center - Germany, and Integration and Extensions.
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