Cross-Cloud Performance degradation

We continue to assess the impact across various cloud services. We identified the issue as an infrastructure problem affecting a single availability zone in the US East region.
We're working with a third-party vendor, and are redirecting traffic away from the affected infrastructure. We continue to monitor service health and work with our infrastructure provider toward full service restoration.

We'll provide another update in 60 minutes, or sooner if additional information becomes available.

We continue to monitor all affected services and are engaging our third-party infrastructure provider to accelerate recovery. We're also taking steps to redirect workloads to healthy infrastructure.

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

Service recovery is progressing and workloads continue to be redirected to healthy infrastructure. Services that have been moved to healthy infrastructure have recovered and are operating at normal service levels. We have no ETA for when all impacted services will be fully restored at this time.

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

We continue to work with our third-party infrastructure provider to restore remaining impacted services in the US-East-1 region where customers may experience slow performance, intermittent errors, dashboard loading issues, or feature access issues affecting Heroku, Marketing Cloud Intelligence, and Marketing Cloud Account Engagement services.

Recovery efforts and infrastructure stabilization activities remain in progress, and workloads continue to be redirected to healthy infrastructure.

Several services moved to healthy infrastructure have recovered and are operating business as usual, including MuleSoft. However, a subset of customers may still experience slow performance, intermittent errors, or feature access issues across some Salesforce services.

We remain engaged in monitoring service health and validating recovery across impacted services.

Our upstream service provider is making progress to resolve this issue and as part of their recovery efforts, a subset of our services are now out of impact. The services which have recovered include MuleSoft, Heroku, and Marketing Cloud Account Engagement.

The only remaining Salesforce service which remains impacted is Marketing Cloud Intelligence. Customers using this service are experiencing issues loading their dashboards.

We don't have an estimated time for when impact to Marketing Cloud Intelligence will be fully restored and are continuing to work with our upstream service provider.

We'll provide an update when have additional information.

Upon further investigation, it has been confirmed that Marketing Cloud Account Engagement customers were incorrectly identified as having been impacted. We apologize for any confusion caused by this.

We are continuing to work with our vendor to resolve the remaining impact to Marketing Cloud Intelligence and will provide an update when additional information becomes available.

We’ve identified that the Marketing Cloud Personalization service was also impacted by this issue. Customers may have received 500 errors when using the service. Remediation steps were taken by routing traffic to a healthy availability zone and this brought customers out of impact at 01:30 UTC.

Work is still underway to resolve the impact to Marketing Cloud Intelligence customers.

We will provide an update when additional information becomes available.

The impact to the Heroku service wasn't resolved as was previously understood. Customers are experiencing that their web apps are failing and returning 500 errors. This is due to the underlying databases being inaccessible.

The latest update from our upstream service provider is that they're still working to resolve the issue on their end.

In parallel, we are evaluating whether we can manually fail over the Marketing Cloud Intelligence service to a different availability zone.

We will provide an update when additional information becomes available.

The Heroku-hosted web applications and customer databases are now fully operational after the migration to a new availability zone. In parallel, we're continuing to evaluate whether we can manually fail over the Marketing Cloud Intelligence service to a different availability zone.
We'll provide an update when additional information becomes available.

While the majority of Heroku customers are now out of impact, we’ve determined that a small subset of customers may still be experiencing a read-only state with their databases. We're actively working to restore full functionality for all remaining affected customers. In parallel, we're continuing to evaluate whether we can manually fail over the Marketing Cloud Intelligence service to a different availability zone.
We'll provide an update when additional information becomes available.

We have successfully applied the fix to all remaining affected Heroku customers and Heroku databases and web applications are now fully operational for all customers.

In parallel, we're continuing to evaluate whether we can manually fail over the Marketing Cloud Intelligence service to a different availability zone.
We'll provide an update when additional information becomes available