Falcony experienced a critical incident on June 10, 2025 affecting Falcony, lasting 1d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 10, 2025, 07:01 AM UTC
We are investigating an outage on app.falcony.io. We will update once we know more.
- investigating Jun 10, 2025, 07:17 AM UTC
We have identified that our service provider Heroku appears to have an outage. We will keep investigating the issue.
- identified Jun 10, 2025, 07:54 AM UTC
We have received confirmation from Heroku that they are facing an outage. Heroku has assured that the incident is being treated with the utmost priority by their team. We will post updates once the situation proceeds.
- identified Jun 10, 2025, 08:39 AM UTC
The issue is still ongoing, and is affecting multiple Salesforce services besides Heroku. The latest information of the incident can be obtained from https://status.salesforce.com/generalmessages/10001540.
- identified Jun 10, 2025, 09:33 AM UTC
The issue is still ongoing. Salesforce is providing updates every 30 minutes in https://status.salesforce.com/generalmessages/10001540.
- identified Jun 10, 2025, 10:44 AM UTC
The service has been available for short periods of time, but the outage still widely remains. We will keep posting updates of any advancements.
- identified Jun 10, 2025, 11:33 AM UTC
Salesforce is continuing to work on the incident together with a third-party cloud services provider. Updates on the incident can be found in https://status.salesforce.com/generalmessages/10001540.
- identified Jun 10, 2025, 12:41 PM UTC
Salesforce continues to investigate the incident
- identified Jun 10, 2025, 12:59 PM UTC
Salesforce has identified network configuration issues within Heroku environment. They will explore this further and remain focused on providing a long-term solution.
- identified Jun 10, 2025, 01:55 PM UTC
Salesforce continues to investigate an intermittent service disruption in the Heroku service.
- identified Jun 10, 2025, 02:52 PM UTC
Salesforce has restarted a subset of their Heroku instances. This has shown positive results, but the outage still remains for app.falcony.io. Further investigations by Salesforce have highlighted that an automated change on the Heroku environment was the potential trigger of this issue. Follow https://status.salesforce.com/generalmessages/10001540 for recent updates.
- identified Jun 10, 2025, 03:33 PM UTC
Salesforce is working to restart the rest of the Heroku instances to fully restore the services. We are also actively restarting Falcony instances, which is showing a positive impact on the availability. We will keep following the situation closely.
- identified Jun 10, 2025, 03:41 PM UTC
Falcony seems to be available for the time being. The incident on Salesforce's end still persists, so further outage and side effects are still possible. We will monitor the situation closely.
- monitoring Jun 10, 2025, 04:54 PM UTC
The outage has not reappeared in app.falcony.io, and the service has been available since 15:26 UTC. Salesforce has the incident still open, and has investigations ongoing. A permanent fix on Heroku's end is in progress, and it could potentially reintroduce an outage impact. We will thus keep the incident open and will actively monitor the situation.
- monitoring Jun 11, 2025, 05:17 AM UTC
The outage has not reappeared since Jun 10th 15:26 UTC. The application is fully operational and we do not expect any further disturbance. We deeply apologise for the inconvenience this has caused. We will report a post-mortem once all the details are clear to us.
- resolved Jun 11, 2025, 07:49 AM UTC
This incident has been resolved.
- postmortem Jun 17, 2025, 09:32 AM UTC
## Incident overview **Severity** Critical **Time** June 10, 2025, 06:58 UTC – June 10, 2025, 15:26 UTC **Total duration** 8 hours, 28 minutes **Affected services** [app.falcony.io](http://app.falcony.io) \(all users and services\) **Root cause** Global platform outage at our hosting provider, Heroku, caused by a faulty automated system update that resulted in widespread network connectivity failure. ## Summary On June 10, 2025, the Falcony application \([app.falcony.io](http://app.falcony.io)\) was unavailable to all customers for 8 hours and 28 minutes. The outage was a direct result of a global, platform-wide incident at our hosting partner, Heroku \(a Salesforce company\). The Heroku outage also impacted their core management tools, including the dashboard, command-line interface \(CLI\), and support channels, which severely limited our team's ability to mitigate the issue or access status information initially. Our team monitored the situation through alternative channels provided by Salesforce. Once Heroku restored access to their management tools, we performed a full restart of our application, and normal service was restored. ## Timeline of events All times are in UTC. 06:58 - First reports received indicating [app.falcony.io](http://app.falcony.io) is unavailable. 07:15 - Incident confirmed. Investigation reveals that the application is unreachable at the hosting level. Our team attempts to access the Heroku Dashboard, CLI, Status page and Support page but finds them unavailable. 07:42 - Salesforce representative confirms that they are looking into the incident. 08:02 - Falcony team discovers an alternative Salesforce status page \([status.salesforce.com](http://status.salesforce.com)\) and begins actively monitoring it for updates. 08:00 - 15:00 - Falcony application remains unavailable. Our team is on standby, continuously monitoring the Salesforce status for any sign of service restoration. 15:06 - Access restored. The Falcony team successfully regains access to the Heroku CLI. The team begins a full restart of the Falcony application servers. 15:26 - Full service restoration. The application is available to all customers. 16:00 – 05:00 - Falcony team continues to monitor the Salesforce status for possible additional impact. 05:17 - Falcony regains full access to the remaining affected Heroku services. The incident is declared resolved. ## Root cause The direct root cause of this incident was a global infrastructure failure within the Heroku platform. According to Heroku's preliminary analysis, an automated update to a system package triggered critical network connectivity issues across their platform. This made both [app.falcony.io](http://app.falcony.io) and Heroku's core management tools unreachable. ## Next steps Our team is committed to learning from this incident and improving the resilience of our service. We’ve identified the following action items: ### **Completed** **Backup support channels** – We have established backup channels for contacting Heroku support when their primary help portal is unavailable. ### **In progress** **Monitor Salesforce root cause analysis** – We will be closely following updates on [Salesforce's full root cause analysis](https://help.salesforce.com/s/articleView?id=005036674&type=1) to identify any further preventative measures we can implement. Salesforce is currently implementing their actions according to the _Next Steps_ section of the analysis. ## Closing We sincerely apologise for the significant impact this outage had on you and your business. We thank you for your patience and understanding. Should you have any further questions, please do not hesitate to contact our support team at [[email protected]](mailto:[email protected]). **Falcony team** ## Additional resources * [Salesforce Status incident](https://status.salesforce.com/generalmessages/10001540) * [Heroku Status incident](https://status.heroku.com/incidents/2822) * [Salesforce Preliminary Root Cause Analysis](https://help.salesforce.com/s/articleView?id=005036674&type=1)