On April 7th at approximately 10am UTC, Anaplan experienced a service disruption that resulted in an inability to access models for a subset of users.

Our engineers responded immediately to alerts and determined the impact of the incident. For users that were not already working in Classic UX, any new requests to access models were failing. In addition to this, UX pages were failing to load and integrations were also impacted. Further investigation allowed us to determine that this was related to a release that had recently been deployed. We were able to restore service by completing a rollback of this release, which resolved the issue at 10:32am UTC.

Corrective actions have now been taken to prevent reoccurrence of this issue. We have made changes to the relevant release pipeline to ensure this specific issue cannot reoccur. As a direct result of this incident our engineers also completed a wider review of the processes used to deploy services like these. From this we have longer term actions planned to mitigate future similar issues. These include but are not limited to, changes that will improve the effectiveness of testing for these types of issues and changes that will allow engineers to rollback releases faster once the decision is made to do so.

Please accept our sincere apologies for the issue you encountered. We understand the disruption these cause your users and business and understand the high impact to your experience. Please know that we are working diligently to improve our systems and procedures to avoid future issues.

If you have any further questions or concerns please don't hesitate to contact us.