Multiple Regions - Customer Portal — Degraded Service

Update timeline

1. investigating Mar 17, 2026, 05:08 AM UTC

   We are experiencing degraded service on Customer Portal affecting multiple support-related features. Affected functionality: - Customer Support Infrastructure - Viewing existing support case details and email replies - Account/Company data loading - Self-registration case status checks - File downloads linked to support cases What's working: - Authentication and login - Non-support dependent features (Knowledge Base, Community, etc.) Root cause: An upstream dependency used by Customer Portal's support Infrastructure is currently experiencing a service disruption. Next steps: Our team is actively monitoring the situation and working to restore full service as quickly as possible. No action is required from customers at this time. We will provide updates as the situation evolves.

2. investigating Mar 17, 2026, 06:43 AM UTC

   The upstream provider has identified the root cause of the disruption and is actively deploying a fix across affected instances We are seeing gradual improvement in Customer Portal functionality.

3. monitoring Mar 17, 2026, 07:51 AM UTC

   System recovery is in progress and Customer Portal features are now operational We are currently monitoring system stability and conducting final verification before confirming full resolution.

4. resolved Mar 17, 2026, 01:20 PM UTC

   The upstream dependency issue has been fully resolved. All Customer Portal services have been restored and are operating normally. We apologize for any inconvenience caused. Thank you for your patience.

5. postmortem Mar 30, 2026, 07:09 AM UTC

   ## Customer Impact **Regions Affected: Global \(all regions\)** **Services Affected:** Customer Portal - Support Cases, User/Account Team features, Knowledge Base **Timeframe:** * **Impact Start:** March 17, 2026, 9:34 am IST * **Impact End:** March 17, 2026, 11:55 am IST * **Total Duration:** ~2 hours 21 minutes **Customer Experience - Failed Operations:** * **Support Cases:** Viewing case lists/details, creating cases and follow-ups, reopening/escalating cases, sending email replies, handling attachments, and viewing dashboard stats * **User and Account Team:** Viewing UiPath contacts \(CSM, TAM, Account Owner\), updating contact flags, and accessing contact info, although cached Redis data remained temporarily available * **Knowledge Base:** Loading KB article images failed when they were not cached ## Root Cause On March 16-17, 2026, Salesforce experienced a major global service disruption affecting multiple production instances worldwide. This was a significant Salesforce outage, impacting customers globally. **Salesforce Incident:** [Trust Status](https://status.salesforce.com/incidents/20003819) Customer Portal services rely on Salesforce as the source of truth for support cases, user/contact information, and account data. As a result, the disruption to Salesforce APIs led to failures and degraded performance across all dependent functionalities. ## Detection The issue was discovered automatically through our monitoring system within 10 minutes ## Response We promptly updated our status page after confirming the upstream issue, continuously monitored recovery progress from Salesforce, and validated all dependent Customer Portal functionalities as services were restored, followed by additional checks to ensure stability. ## Follow-Up Since Salesforce was a single point of failure, there was no direct mitigation possible from our side during the outage. Our focus was therefore on timely communication, continuous monitoring, and validating end-to-end flow recovery as soon as the service was restored.