On July 25, 2018 at 11:25 a.m. PDT Anaplan experienced a platform outage impacting all users attempting to login. In our dedication to transparency, we would like to provide additional information around the cause(s), as well as our plan to avoid this issue in the future.
The service disruption was caused by an unresponsive database, which prevented users from logging into the platform. The database was recovered, and the queued processes were restarted to ensure completion.
Two factors caused the outage and corrective actions were identified during the investigation to address both issues. The first corrective action was a configuration change to our database, which has been successfully implemented. The second will involve applying an infrastructure update. To reduce further interruption of service, we will apply the update during an upcoming planned maintenance window. We have been assured that the infrastructure change does not need to occur immediately and should not cause a repeat of the outage this past Wednesday.
We understand the impact to your experience when interruptions occur, and we are working diligently to improve our systems and processes to avoid further issues. We appreciate your patience, and as always thank you for being a valued Anaplan customer.