On October 21, 2024, at 05:10 UTC, we became aware of an issue in the Anaplan Google Cloud Public - Saudi Arabia region. During the incident, customers experienced a service unavailable 503 error when trying to access cores and may have been unable to access modules.

We investigated the alerts but were initially unable to identify the source of the issue. We then expanded the investigation to include several upstream services. After a thorough investigation, we identified that an internal component had been scaled down during the scheduled maintenance on October 20. The component hadn't been scaled back up once the maintenance was completed. We scaled the component back up, and full service was restored at 07:12 UTC

To prevent this issue from reoccurring, we are reviewing our scheduled maintenance process to ensure that all components are correctly scaled before closing the maintenance window. We have also established an internal working group to review our testing approach after maintenance or a major incident. Additionally, we are working to enhance our communications with customers during future scheduled maintenance windows.

We sincerely apologize for the impact this has had on your business operations. We know these issues can cause trouble for your business and users. We are always improving our systems and procedures to prevent similar issues from happening again.

If you have any further questions or concerns, please contact Anaplan Customer Care. Thank you for your patience during this situation and thank you for being an Anaplan customer.