Braze Outage History

Braze's EU01 cluster experienced a major incident affecting data processing, REST APIs, SDK data collection, dashboard functionality, and outbound messaging for 3.2 hours. The issue caused degraded performance and message backlogs across all affected services. Engineers identified and resolved the underlying problem, cleared the message backlog, and restored all services to normal operational status.

Braze experienced a 2.8-hour incident where support cases sent to support@braze.com were not being created or processed due to issues with Google Workspace and Salesforce's Email-to-Case functionality. The incident affected both new case creation and responses to existing cases, requiring users to submit requests through the Braze Support Portal or contact their Customer Success Manager instead. The email processing issue was resolved, and the support team worked through the backlog of delayed requests.

Braze EU02 customers experienced errors when accessing or attempting to unsubscribe via the email preference center starting around 16:45 UTC. The issue affected end users' ability to manage their email preferences and unsubscribe from communications. Engineers implemented a fix within 16 minutes and confirmed all services returned to normal operation.

Braze experienced dashboard latency and access issues affecting the US07 cluster starting at 13:41 EST, preventing users from reaching the Braze Dashboard. Messaging services remained unaffected throughout the incident. Engineers implemented a fix by 15:12 ET and confirmed full service restoration after 1.1 hours of monitoring.

Braze experienced a major incident affecting dashboard access for users on the US05 cluster starting around 16:15 EST, preventing users from reaching the Braze Dashboard. Messaging services and other functionality remained unaffected during the outage. Engineers implemented a fix by 16:47 ET and confirmed full resolution after 18 minutes of monitoring, with all services returning to normal operation.

Braze customers using Bird (Sparkpost) non-EU clusters experienced increased email outbound messaging latency for 26 minutes due to a networking issue on Sparkpost's US cluster. The incident was resolved when Sparkpost implemented a fix, with email latency returning to normal operational levels and any failed messages being automatically retried.