During investigations, we established that the level of impact differs from what was initially understood. We've updated the incident posting to reflect the current impact symptoms accurately.

Update timeline

1. identified Jul 14, 2026, 10:43 AM UTC

   Degradation Started: CCServiceDegradationManagedRuntime

2. monitoring Jul 14, 2026, 10:59 AM UTC

   We're investigating an issue preventing a subset of Commerce Cloud customers using Managed Runtime service from deploying or updating production and development sites. Customers may also encounter 504 errors in the Runtime Admin UI. Existing live storefronts remain unaffected. We’ve identified processing queue saturation as the likely trigger. A change to clear the impacted queue has been submitted for approval and is expected to be implemented shortly. Meanwhile, the team is evaluating a POD restart on the impacted environment as an additional mitigation. We'll provide another update in 30 minutes or sooner if new information becomes available.

3. monitoring Jul 14, 2026, 11:21 AM UTC

   We're proceeding with an action to clear the stuck queue tasks, which are preventing deployment requests from being processed. We'll validate whether this is successful in restoring service. Meanwhile, a service restart of the impacted environment remains available as a secondary option. We'll provide another update in 30 minutes or sooner if new information becomes available.

4. monitoring Jul 14, 2026, 11:49 AM UTC

   We've been unable to clear the stuck queue tasks. We're looking into clearing a subset of deployment jobs and analyzing metrics to see if this action is bringing about positive results. We’re also trying to better understand whether there were any recent changes which may have contributed to this issue. We'll provide another update in 30 minutes or sooner if new information becomes available.

5. monitoring Jul 14, 2026, 12:15 PM UTC

   The work to clear the deployment jobs hasn't provided the desired level of improvement. Further investigation pointed out that a recent deployment may be responsible for the high levels of traffic we're observing, which has resulted in the issue. We're in the process of determining possible resolution options. We'll provide another update in 30 minutes or sooner if new information becomes available.

6. monitoring Jul 14, 2026, 12:35 PM UTC

   The investigation has identified a recent platform release as the likely trigger, as it significantly increased the volume of deployment requests being processed leading to high levels of traffic. We’re now focused on reducing this load, and evaluating additional capacity and prioritization changes to restore normal deployment processing. We'll provide another update in 30 minutes or sooner if new information becomes available.

7. monitoring Jul 14, 2026, 01:13 PM UTC

   Further investigation has determined that this issue isn't a result of a recent release. Instead, certain deployment requests are repeatedly re-trying, significantly increasing the system load. Increased adoption of a recently introduced feature amplified this behavior, resulting in deployment requests accumulating faster than they can be processed. An emergency code fix is being developed, to bring customers out of impact. The fix will undergo testing and validation before being deployed to impacted instances, which is expected to take several hours. We'll provide another update in 3 hours or sooner if new information becomes available.

8. monitoring Jul 14, 2026, 02:37 PM UTC

   Investigations have highlighted that the impact radius is broader than initially understood and the start time was earlier than previously noted. We've added additional instances now and have a summary of the incident so far is as follows: Since 08:48 UTC, Commerce Cloud customers using the Managed Runtime service have been unable to deploy or update Storefronts, and may encounter 504 errors in the Runtime Admin UI. Existing live Storefronts remain unaffected. The investigation has determined that certain deployment requests are repeatedly re-trying, significantly increasing system load. Increased adoption of a recently introduced feature amplified this behavior, causing requests to accumulate faster than they can be processed. An emergency code fix is being developed and will undergo testing and validation before deployment to impacted instances, which is expected to take several hours. Steps are also underway to reduce system load in the interim. We'll provide another update in 3 hours or sooner if new information becomes available.

9. monitoring Jul 14, 2026, 04:37 PM UTC

   During investigations, we established that the level of impact differs from what was initially understood. We've updated the incident posting to reflect the current impact symptoms accurately. We've also deployed a configuration change to disable the feature driving the largest volume of deployment requests. This has significantly reduced the load on the system. We're monitoring recovery closely and will continue to process the backlog of deployment requests. We'll provide an update in 3 hours or sooner if additional information becomes available.