On August 2nd, 2022, at 02:42 UTC, it was determined that the Anaplan Google Cloud Dedicated platform was inaccessible. Investigation identified that the database cluster was not functioning correctly because of missing data. A restart of the cluster was completed, but this did not resolve the issue. Therefore, further action was taken to use a suitable backup and restore to the production cluster, which restored service.

Post restoration, further investigation identified that at around 02:30 UTC a database pod was provisioned on a worker node with intermittent network issues. The pod attempted to join multiple times without success which resulted in the data issues. The cluster was subsequently scaled down and back up, using the affected pod as the “source of truth”, which resulted in all pods to be provisioned without data.

To avoid a reoccurrence of this issue, we have validated the configuration of the database cluster and ensured that appropriate monitoring is in place. We have also commenced a deep dive investigation into the cause of the network issues and will take the appropriate action(s).

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 support@anaplan.com. Thank you for your patience during this situation and thank you for being an Anaplan customer.