[Australia] Salesforce UI unresponsive across multiple workflows

Update timeline

1. investigating Sep 16, 2026, 08:41 AM UTC

   Status: Investigating Salesforce has identified an issue affecting some customers where Salesforce pages may intermittently freeze or become unresponsive across multiple workflows. At the moment, the Customer Support team is unable to access the Support platform's CRM to review request. Affected components Salesforce (Customer Support escalations) (Partial outage)

2. investigating Sep 16, 2026, 09:04 AM UTC

   Status: Investigating Salesforce has declared an incident affecting Masabi's Customer Support team. We are currently experiencing severe delays, intermittent errors, or an inability to access some services. As a result, ticket triaging and responses on support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

3. investigating Sep 16, 2026, 09:35 AM UTC

   Status: Investigating We continue to experience severe delays, intermittent errors, and inability to access some services in Salesforce. As a result, ticket triaging and responses on Masabi's Customer Support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available. Affected components Salesforce (Customer Support escalations) (Partial outage)

4. investigating Sep 16, 2026, 10:16 AM UTC

   Status: Investigating As a result of the ongoing issue on the Salesforce platform, Masabi's Customer Support team continues to experience severe delays, intermittent errors, and inability to access support cases. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

5. identified Sep 16, 2026, 10:34 AM UTC

   Status: Identified Salesforce has identified the issue and is currently testing a fix on a test instance. Masabi's Customer Support team continues to experience severe delays, intermittent errors, and an inability to access support cases. As a result, ticket triaging and responses to support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

6. identified Sep 16, 2026, 11:09 AM UTC

   Status: Identified Salesforce has communicated that they are rolling out a fix fleetwide to all impacted instances. Masabi's Customer Support team continues to experience severe delays, intermittent errors, and an inability to access support cases. As a result, ticket triaging and responses to support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

7. identified Sep 16, 2026, 11:45 AM UTC

   Status: Identified Salesforce continues rolling out a fix fleetwide to all impacted instances. Masabi's Customer Support team continues to experience severe delays, intermittent errors, and an inability to access support cases. As a result, ticket triaging and responses to support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

8. identified Sep 16, 2026, 01:19 PM UTC

   Status: Identified Salesforce determined that the rollout didn't fully complete for a number of instances and will be reapplying the fix. Masabi's Customer Support team continues to experience severe delays, intermittent errors, and an inability to access support cases. As a result, ticket triaging and responses to support tickets will experience delays. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Partial outage)

9. monitoring Sep 16, 2026, 02:34 PM UTC

   Status: Monitoring Salesforce continues to manually restart ‌instances where the automated fix didn't fully resolve the issue. Masabi's Customer Support has partially recovered operational levels. Ticket triaging and responses to support tickets may continue to experience delays until the incident is fully resolved. We'll provide an update in 30 minutes or sooner if additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Degraded performance)

10. monitoring Sep 16, 2026, 03:38 PM UTC

    Status: Monitoring Salesforce continues to manually restart ‌instances where the automated fix didn't fully resolve the issue. Masabi's Customer Support has partially recovered operational levels. Ticket triaging and responses to support tickets may continue to experience delays until the incident is fully resolved. We'll provide an update as soon as additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Degraded performance)

11. monitoring Sep 16, 2026, 04:43 PM UTC

    Status: Monitoring Salesforce has completed applying the mitigation across all affected Hyperforce environments and is now conducting fleetwide validation to confirm full service recovery. Most customer-facing impact has now cleared. A small number of remaining instances still require additional verification or targeted recovery actions. Customers on any remaining affected instances may continue to experience severe delays, intermittent errors, or difficulty accessing some services and creating support cases. Masabi's Customer Support continues to see improved operational levels, though minor delays in ticket triaging and responses may still occur while the remaining instances are fully verified. Affected components Salesforce (Customer Support escalations) (Degraded performance)

12. monitoring Sep 16, 2026, 06:10 PM UTC

    Status: Monitoring Salesforce continues to observe healthy service telemetry across customer-facing Hyperforce environments, and their review of recent customer reports has not confirmed any ongoing impact related to this incident. They are completing validation of one isolated report before declaring the issue fully resolved. The mitigation remains active, and Salesforce is adding preventive protections to related service paths to reduce the risk of recurrence. We'll provide an update as soon as additional information becomes available from Salesforce. Affected components Salesforce (Customer Support escalations) (Degraded performance)

13. resolved Sep 16, 2026, 07:06 PM UTC

    Status: Resolved The Salesforce Technology team has observed that instance stability and performance are now at expected levels, and has declared the incident resolved. Salesforce will thoroughly investigate the incident to establish the technical trigger, the underlying cause, and preventive actions to avoid a recurrence in the future. Impact End Time: 16:26 GMT+1 (09/16/26) Affected components Salesforce (Customer Support escalations) (Operational)