Anaplan experienced a minor incident on September 10, 2025 affecting us1: Data Center - US East and us2: Data Center - US West and 1 more component, lasting 1h 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 10, 2025, 06:17 AM UTC
We are currently investigating an issue impacting customers’ ability to run Cloudworks integrations. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- identified Sep 10, 2025, 06:38 AM UTC
We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. ESTIMATED TIME TO RESOLUTION: We estimate service will be restored in approximately 30 minutes. *Please note the estimated time to resolution is an approximation based on information we have at this stage and is subject to change.
- identified Sep 10, 2025, 07:07 AM UTC
We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. ESTIMATED TIME TO RESOLUTION: We estimate service will be restored in approximately next 30 minutes. *Please note the estimated time to resolution is an approximation based on information we have at this stage and is subject to change.
- identified Sep 10, 2025, 07:23 AM UTC
We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. ESTIMATED TIME TO RESOLUTION: We estimate service will be restored in approximately next 30 minutes. *Please note the estimated time to resolution is an approximation based on information we have at this stage and is subject to change.
- monitoring Sep 10, 2025, 07:52 AM UTC
Service has now been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
- resolved Sep 10, 2025, 08:15 AM UTC
We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
- postmortem Sep 18, 2025, 05:05 PM UTC
On September 10, 2025, at 02:44 UTC, our monitoring systems detected errors related to CloudWorks™ integrations. While initial alerts suggested a wider impact, our analysis confirmed the issue was isolated to the us1: Data Center - US East region. The disruption first appeared as failures in manual integration jobs and later extended to impact scheduled jobs as well. Our engineering team traced the issue to a data processing component. An initial recovery attempt provided only temporary relief, as the errors unfortunately returned at 08:30 UTC. This indicated a more complex issue that our standard procedures didn't resolve. During this period of instability, the successful completion of integration jobs was intermittent. Further investigation identified that a recently deployed change to an administrative task, intended to improve performance, contained a misconfiguration. Once the problematic configuration was identified and disabled, service stability was restored. At 09:58 UTC, integration jobs began completing reliably again. We continued to monitor the service for an extended period to confirm its health, and the incident was fully resolved at 11:44 UTC. To prevent this from happening again, we are taking the following actions: 1. We are enhancing our change protocol by implementing mandatory pre-deployment validation for any configuration changes affecting administrative tasks running on production components. This will be coupled with a formal peer-review gate to ensure all such changes are properly vetted for potential service impact. 1. We are updating the operational runbooks for the data processing component to streamline our process. This will enhance our documentation and enable our teams to achieve a faster, more effective recovery. 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](https://support.anaplan.com/) website. Thank you for your patience during this situation and thank you for being an Anaplan customer.