Performance Degradation

The Technology team has taken actions to correct the database issue and initial reports from customers indicate positive results. They are continuing to monitor to confirm the fix was successful. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

At approximately 09:25 UTC on April 21, 2024, the Salesforce Technology team noted a performance degradation impacting NA164. The impact began following the completion of planned maintenance involving an instance refresh from NA95 to NA164. Following the instance refresh, some features were not performing as expected, including Salesforce Chat, Omni-Channel, Email-to-Case, and SOAP API functionalities.

The team initially believed the issue was isolated to Chat, so they performed a restart of that service and restarted a host that was in a bad state. These actions did not successfully restore service. After further investigation, the team identified a potential issue on the database level and is pursuing this as the primary mitigation path.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We are continuing to investigate the cause of this issue and have engaged additional engineers.