Service Disruption on multiple clouds

The third-party cloud infrastructure vendor has confirmed that the issue trigger was DNS related on their database side. The vendor has implemented a fix forward and are seeing positive results. We continue to monitor the health of all the impacted clouds.

Further investigations have highlighted different experiences in customer impact across various clouds and the impact radius has increased to include Agentforce,Data Cloud, Marketing Cloud Personalization, Marketing Cloud Intelligence, and Service Cloud Voice.
To summarise:
Agentforce: Incoming traffic is failing in the planner/service API, which is affecting customer task execution for customers.
Commerce Cloud: Customers in the US region cannot place or manage orders because OmniChannel Inventory (OCI) and order ingestion are unavailable. External monitoring is not working, and delivery pipelines are failing. Storefront pages are also failing to load.
Data Cloud: Customers may see failed segmentation, publish jobs and no activation traffic.
Heroku: We are continuing to assess the impact. However, we have observed that customers may experience issues with the API and user interface while accessing the Heorku platform and services.
Marketing Cloud: Customers may experience delays or failures in background tasks due to issues connecting to data services.
Tableau: Customers using United States - East - (prod-useast-a), United States - East - (prod-useast-b), United States - East- (prod-useast-c), United States - East - (useast-1) are unable to access their instances.
Marketing Cloud Personalization: Campaign triggers to Journey Builder are failing.
Marketing Cloud Intelligence: Customers may experience downtime as pods can’t start; switching to backups isn’t working.
MuleSoft: Customers using US-East-1 region services may experience degraded performance or service interruptions in runtime and control plane services.
Service Cloud Voice: Multiple voice services are impacted in the US-East-1 region, disrupting call and voice interactions for the customers.

We’re closely monitoring the ongoing recovery of services. Commerce Cloud Order Management, Commerce Cloud OCI, Marketing Cloud Engagement, Marketing Cloud Account Engagement, Marketing Cloud Personalization, Marketing Cloud Intelligence, and Service Cloud Voice are now fully restored and functioning as expected.

We’ve observed rate limit errors caused by increased request traffic following service restoration. Our teams are actively monitoring and scaling resources to ensure stable performance as traffic levels normalize.

We’ll provide an update in 30 minutes, or sooner if additional information becomes available.

As of 10:30 UTC, the issue is resolved for the majority of impacted services, including:
Agentforce, Commerce Cloud Order Management, Commerce Cloud OCI, Core services, Data Cloud, Heroku, Hyperforce, MuleSoft, Marketing Cloud Engagement, Marketing Cloud Account Engagement, Marketing Cloud Personalization, Marketing Cloud Intelligence, Service Cloud Voice, Slack, Tableau,
Remaining services are seeing positive improvements, although customers may experience slowness or delays while accessing the services, as recovery continues.

We’ll provide an update in 30 minutes, or sooner if additional information becomes available.

The issue remains resolved for the majority of impacted services. We have received reports of some customers experiencing slowness or delays while accessing the services, as recovery continues.

We continue to monitor the health of all the impacted services.

We’ll provide an update in 30 minutes, or sooner if additional information becomes available.

The third-party vendor has confirmed that they are experiencing API errors and connectivity issues across multiple services. We have received reports of some customers across multiple services, experiencing slowness or delays, as the vendor issues are causing further impact. The issue remains resolved for the majority of impacted services; however some services within Heroku, MuleSoft, Tableau, and Data Cloud remain impacted.

We continue to monitor the health of all the impacted services.

We’ll provide an update in 30 minutes, or sooner if additional information becomes available.

We continue to work with the third-party vendor in an effort to resolve the ongoing issue across multiple services.
Data Cloud customers are seeing an impact on Search Indexes and Data Stream jobs failing. For Data Cloud, the Calculated Insights feature is also impacted. Customers may see Continuous Integration jobs stuck in the Pending state on the UI and may observe failures during this impact.
The vendor has acknowledged the recurrence of the issue and is actively working to resolve it.


We’ll provide an update in 30 minutes, or sooner if additional information becomes available.

The third-party vendor has acknowledged the recurrence of the issue and has a fix ready to be deployed. They are also adding additional capacity on their end to handle a high inflow of requests.

We’re actively working with the vendor to get an ETA for the resolution. We appreciate your patience as we sort this out and will provide the next update in 30 minutes.