Is Braze down?

Braze Support Services and Partner Portal are currently experiencing issues due to an incident impacting Salesforce Service Cloud. Customers may experience issues when submitting cases via the Braze Support Portal and Braze AI Operator. During this time, you may also experience delays in response to support cases. For any critical cases, please contact [email protected].

We are observing signs of resolution, and at this time, customers are able to use our Global Support Service normally. We continue to monitor the service while Salesforce continues remediation of the Salesforce Service Cloud issue. Customers can now raise cases via the Braze Support Portal and the Braze AI Operator as usual.

This issue has been resolved. Our Global Support Service is operating normally, and customers can raise cases via the Braze Support Portal and the Braze AI Operator as usual. We have confirmed stable service following remediation of the underlying Salesforce Service Cloud issue.

We are investigating intermittent errors and latency impacting the US07 Dashboard.

This was a recurrence of an earlier issue impacting the Dashboard. A permanent fix has been implemented and the Dashboard has remained stable since. We are confident the issue is now fully resolved. We apologize for any impact.

Our Engineering team are investigating intermittent latency and errors on the US07 Dashboard.

We have identified the issue leading to intermittent dashboard errors and latency and engineers are working to resolve the issue.

Engineers have implemented a fix and the Dashboard has been stable for over 30 minutes. We are continuing to monitor the issue to ensure full resolution.

The Dashboard has continue to remain stable and the issue is now resolved.

We are currently investigating an issue with the US 01 and US 03 clusters.

Between 11:30 ET and 12:55 ET, some customers experienced elevated error rates. Braze engineers identified the issue and resolved it by rolling back a recent change and applying database optimizations. Error rates returned to normal shortly after each fix was applied, and they have remained stable for the past hour. This incident is now resolved.

We are currently investigating degraded performance in our EU02 cluster, which is causing delays in Currents processing for a small subset of customers. No data has been lost, and the majority of Currents data continues to flow normally. Our team is actively working toward a resolution and will provide updates as they become available.

We continue to investigate degraded performance in EU02. We have identified the root cause of the underlying latency, which stemmed from multiple Currents connectors failing to gracefully restart after routine maintenance, but appearing in a healthy state in our monitoring system. Those specific servers build significant backlogs while in this state. We have completed a graceful restart, and have spun up additional resources to process through the backlogged items more rapidly. At this point ~95% of data is flowing normally, while up to ~5% of our connectors, impacting a subset of customers, continue to experience latency. We see throughput significantly improved due to config changes, and will provide an update in 1 hour or when we have an updated timeline.

We are continuing to work on a fix for this issue.

This incident is resolved. As of 15:18 ET / 19:18 UTC, we have fully processed the backlog of jobs, and our EU02 Currents connectors are all again processing within normal latency ranges. No data was lost, and all Currents events have been sent to their destinations.