Dynatrace experienced a minor incident on September 16, 2026 affecting Dynatrace ecosystem services and Dynatrace ecosystem services (Dynatrace Support Portal), lasting 8h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 16, 2026, 09:05 AM UTC
We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. The issue is external to our services. We are actively monitoring the situation and working with the service provider while awaiting resolution. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
- identified Sep 16, 2026, 09:17 AM UTC
We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please contact our support hotline at +1-844-900-3962. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
- identified Sep 16, 2026, 09:26 AM UTC
We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please send an email to [email protected] or contact our support hotline at +1-844-900-3962. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
- identified Sep 16, 2026, 09:41 AM UTC
We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please follow the instructions in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within one hour, or sooner if significant new information becomes available.
- identified Sep 16, 2026, 10:45 AM UTC
The third-party service disruption impacting access to the Customer Support Portal is ongoing, and functionality may remain unavailable or degraded. For critical issues requiring immediate assistance, please follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience. As there are currently no indications of remediation by the third-party service provider, we will provide the next update within two hours, or sooner if significant new information becomes available.
- identified Sep 16, 2026, 12:43 PM UTC
Salesforce has initiated remediation activities for the service disruption affecting access to the Customer Support Portal. We are observing improvements in portal availability and functionality; however, intermittent issues may still occur. For critical issues requiring immediate assistance, please follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within two hours, or sooner if significant new information becomes available.
- monitoring Sep 16, 2026, 02:37 PM UTC
We continue to see improvement in access to the Customer Support Portal following Salesforce’s remediation activities. Some customers may need to clear cached data or restart their session for full recovery. However, we have not yet received final confirmation of full resolution from Salesforce, and intermittent issues may still occur while remediation work continues. We will continue to monitor the situation closely for any further issues. Customers who are still experiencing issues and require assistance with critical matters should follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within two hours, or sooner if significant new information becomes available.
- monitoring Sep 16, 2026, 04:31 PM UTC
We are seeing continued improvement in access to the Customer Support Portal following Salesforce’s remediation efforts. Some customers may need to clear cached data or restart their session for full recovery. At this time, we have not yet received final confirmation of full resolution from Salesforce. We will continue to monitor the situation closely until that confirmation has been provided and will share any significant updates as they become available. Customers who are still experiencing issues and require assistance with critical matters should follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within four hours, or sooner if significant new information becomes available