Social Studio Service Disruption

The Salesforce Technology team has observed that instance stability and performance are now at expected levels and have declared an incident all-clear. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

The Technology team noted that the New Brunswick line has been connected successfully and the team is monitoring the statistics for stability. Customers should see services restoring. For Quebec, it may take two to three hours to splice the line and validate the mitigation of impact. We’ll provide an update upon a significant update or sooner if additional information becomes available.

The Technology team has been informed by the vendor that excavation is necessary at the first site, with work commencing shortly. The repair duration depends on the extent of fiber damage. Additionally, the Fiber splicing team is expected to arrive at the second site soon, and the fix will be carried out once they are onsite. An estimated time to repair has not been received for either site. We’ll provide an update upon a significant update or sooner if additional information becomes available.

The Technology team has identified the service disruption trigger, which stems from a third-party vendor experiencing two fiber cuts affecting both their primary and secondary lines. The third-party vendor is currently mobilizing repair teams to address the cable issue and minimize the impact. We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The Technology team continues working with third-party vendors to pursue alternative routes to mitigate the impact of this issue. We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The Technology team remains engaged and working with third-party vendor to address a network fiber cut. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

The Technology team is investigating and determined an issue within a third-party network service provider is the probable cause of the issue. We are working with the third-party vendor currently to fully assess the issue and work toward mitigation. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

At 15:38 UTC on October 5, 2023, the Salesforce Technology team became aware of a service disruption affecting Marketing Cloud Social Studio customers. The Technology team is investigating the issue and exploring multiple paths to resolution. We’ll provide an update in 30 minutes or sooner if additional information becomes available.