Braze Outage History

Braze customers on US-01 and EU-01 clusters experienced elevated latency starting at 1:00 PM ET, affecting campaign and Canvas processing, data ingestion, and message sending. The engineering team implemented a fix that restored normal latency and error rates across all affected services. The incident was resolved after approximately 1 hour and 40 minutes.

Braze US05 customers experienced latency in campaign/canvas processing, data processing, and message sending for 1.2 hours due to an AWS upstream provider issue in the US-EAST-1 region. The incident also caused intermittent dashboard navigation errors during the outage. Braze implemented a fix to mitigate the AWS availability zone impact, restoring normal latency and error rates across all services.

Braze experienced a third-party issue that caused Agent Console auto models to error for 44 minutes. The engineering team identified the root cause and deployed a fix that restored functionality. Following continued monitoring, the Agent Console auto models remained stable and the incident was resolved.

Braze experienced SMS delivery delays across multiple European countries for 23.3 hours due to an ongoing Twilio infrastructure incident. The issue affected SMS delivery to networks in Romania, Serbia, Poland, Bosnia and Herzegovina, and Cabo Verde, with other European countries experiencing delays that were resolved earlier. The incident was resolved when Twilio fixed their underlying infrastructure issue, returning SMS delivery latency to normal operational levels.

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.