ServiceMax incident
Salesforce issue impacting users globally
ServiceMax experienced a critical incident on May 11, 2021 affecting Critical Announcements, lasting 9h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 11, 2021, 10:00 PM UTC
Salesforce is experiencing an issue that is impacting customers globally. This is not isolated to ServiceMax customers. We are monitoring the situation and will keep everyone updated
- investigating May 12, 2021, 01:10 AM UTC
Salesforce is continuing to work to resolve the issue across instances. Initial assessment is that issue is related to an internal Salesforce DNS change.
- resolved May 12, 2021, 07:21 AM UTC
Resolved-Multiple Salesforce Applications Disrupted Update: The Technology team has resolved the issue and called an all-clear as of 02:20 UTC on May 12, 2021. The team determined the root cause was related to the implementation of an emergency fix that triggered a software issue and caused a DNS network incident. To resolve the issue, the team manually restored DNS service on a data center by data center basis until normal service levels were restored. User Impact: At 21:08 UTC on May 11, 2021, The Salesforce Technology team became aware of an issue impacting multiple Salesforce services. Customers experienced issues while navigating the Core application, Marketing Cloud, Commerce Cloud, Heroku, and Experience Cloud (fka Communities).