ServiceMax incident

Salesforce Service Disruption on instances CS173, CS174, EU32, EU33, EU35, EU37, EU38, EU40, EU41, EU42, EU43, EU45

Critical Resolved View vendor source →

ServiceMax experienced a critical incident on November 2, 2023 affecting Critical Announcements, lasting 7h 30m. The incident has been resolved; the full update timeline is below.

Started
Nov 02, 2023, 11:32 AM UTC
Resolved
Nov 02, 2023, 07:02 PM UTC
Duration
7h 30m
Detected by Pingoru
Nov 02, 2023, 11:32 AM UTC

Affected components

Critical Announcements

Update timeline

  1. investigating Nov 02, 2023, 11:32 AM UTC

    At 10:13 UTC, on November 02, 2023, Salesforce were alerted to a possible power supply issue impacting their datacenter. As a result, multiple instances (CS173, CS174, EU32, EU33, EU35, EU37, EU38, EU40, EU41, EU42, EU43, EU45) are currently experiencing a service disruption and end users cannot access their services. A site-switch is currently underway for EU32, EU42 and EU45. Preparations are still underway for all other instances. We will post an update as soon as we have further information from Salesforce

  2. investigating Nov 02, 2023, 11:56 AM UTC

    Salesforce have completed site-switch activities for EU32, EU42 and EU45. Customers on these instances should now begin to see signs of improvement. EU35, EU37, EU38, and EU45 are still in progress. We will post an update as soon as we have further information from Salesforce

  3. investigating Nov 02, 2023, 12:16 PM UTC

    Site-switch activities have begun for EU33, EU40, and EU41. EU35, EU37, and EU38 are still in progress. EU32, EU42, and EU45 are continuing to experience some expected temporary post-site-switch performance degradation. This is expected to subside approximately 20-30 minutes after individual completion times. We will post an update as soon as we have further information from Salesforce

  4. investigating Nov 02, 2023, 12:49 PM UTC

    Salesforce have completed site-switch activities for EU32, EU33, EU35, EU37, EU38, EU40, EU41, EU42, EU43 and EU45. Customers on these instances should now begin to see signs of improvement. CS102, CS106, CS107, CS128, CS129, CS365, EU18, EU26, EU30, and EU31 have also been identified as impacted and site switch activities are being prepared for these additional instances. We will post an update as soon as we have further information from Salesforce

  5. monitoring Nov 02, 2023, 02:45 PM UTC

    Salesforce have completed all required site-switch activities required at this time. Post site-switch checks and investigations into the incident trigger continue. We will post additional information as we hear from Salesforce

  6. resolved Nov 02, 2023, 07:02 PM UTC

    At 10:13 UTC, on November 02, 2023, Salesforce were alerted to a possible power supply issue impacting their datacenter. As a result, multiple instances experienced a service disruption. The Salesforce Technology team has now ompleted all health checks and confirms all instances were out of impact as of 14:11 UTC. They will perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a recurrence.