On December 15, 2023, at 11:24 UTC, we detected errors that indicated a potential impact to CloudWorks integrations. Upon further investigation, we identified that customers may have experienced slow or failed integrations on the following Anaplan data centers: U.S. East; U.S. West; Netherlands; Germany; Anaplan Google Cloud Public - Japan, Anaplan Google Cloud Public - U.S. East; and Anaplan Amazon Cloud Public – U.S.

Initial investigation isolated that the issue was related to a back-end service not operating as expected. Further investigation identified that an internal service was running a new job that had locked up the impacted back-end service. We stopped the job and restarted the backend service; however, the issue resulted in a build-up of Cloudworks integrations, which resulted in integrations running slowly. To speed-up the processing of the backlogged integrations, we added additional resources to the underlying processing component.  Once all pending Cloudworks integrations completed, we confirmed service was restored at 14:43 UTC.

We apologize for any impact this issue might have had on your business operations. We’re continuously strengthening our systems and procedures to ensure we avoid future disruption to your business and users.

To avoid a reoccurrence of this issue, we have removed the internal service from running jobs on the production instance of the impacted back-end service going forward. We have also updated our monitoring on the back-end service and on CloudWorks to ensure we identify any potential issues of this nature much quicker in the future to prevent customer impact.

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