On November 10, 2022, at approximately 19:48 UTC, we identified an issue where certain customers on virtual private networks (a service that establishes a secure and private connection to the internet) from specific regions could not reach our website via one of our legacy domains.
Initial findings suggested this was related to an external network issue. We found a workaround so impacted customers could reach Anaplan again. We continued our investigation of the root cause, which we suspected was a routing issue (the process of selecting a path for traffic in a network or between or across multiple networks) from one of our vendors to the impacted domain.
We engaged with the vendor and conducted additional investigations. Restoration actions were completed, and on November 11, at approximately 17:42 UTC, standard service was restored.
To minimize the impact of a reoccurrence, we have redirected some of our website components to new URLs to mitigate the risks of this issue occurring again. We are also working with our vendor to provide us with root cause analysis and mitigation actions.
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.