Braze experienced a critical incident on September 16, 2026 affecting Braze Support Services, lasting 6h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 16, 2026, 09:17 AM UTC
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].
- monitoring Sep 16, 2026, 03:40 PM UTC
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.
- resolved Sep 16, 2026, 04:09 PM UTC
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.