On February 8, 2024, at 20:14 UTC, we became aware of an incident affecting customers’ ability to open models. This issue affected the following regions: Anaplan Data Centre - US West and Anaplan Data Centre - US East.
Our investigation identified that a backend component had been recently restarted. The restart caused the component to consume a disproportionate number of resources. This resulted in insufficient resources available to some services which, in turn, impacted users' access to models. To resolve the issue, we reduced the number of resources available to the component. Users regained access to their models around 20:46 UTC.
To prevent a recurrence of this issue, we have updated our working practices for the affected component to improve resource consumption. Additionally, we are exploring the implementation of failsafe mechanisms to protect the impacted services.
We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions 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.