Salesforce suffered a performance degradation affecting Core Service on January 27, with the issue beginning at around 6.55am UTC, affecting the USA26 instance.
Users were able to access the Salesforce service, with some functionality unavailable or “running at less than optimal performance”, the CRM company said, warning that general and intermittent slow performance, timeouts, and connectivity issues were possible. Let’s take a look at what happened.
Salesforce Outage: What’s Affected?
SF Ben accessed Salesforce’s help site, help.salesforce.com, several times between 9.30am and 10am GMT on January 27. At first, the site was functional, but with a warning notice telling users about the performance degradation. A few minutes later, when trying to access the site, we were met with an error page saying “Looks like the site is temporarily unavailable, please try again in a bit”.
Salesforce’s trust portal, status.salesforce.com, revealed that an initial performance degradation was posted at 5.08am GMT, on January 27. Salesforce wrote: “Users can access the Salesforce service, but some functionality can be unavailable or running at less than optimal performance.
“General and intermittent slow performance, timeouts, and connectivity issues are possible. We’re investigating the issue, and an update will be provided in 30 minutes or sooner if we have more information.”
One hour and 18 minutes later, the issue was said to be resolved.
But, at 6.55am GMT, a second issue was reported, revealing that users could access the Salesforce service, but some functionality was unavailable, or operating with slow performance and connectivity issues.
In an update, posted at 8.05am GMT, Salesforce wrote: “We are actively investigating a performance degradation wherein customers may experience intermittent issues when trying to access help.salesforce.com, including slow page loads, timeout errors, or complete inability to reach the site.
“We are actively engaged and are exploring multiple paths to resolution.”
At 12.20 UTC, all restoration work was completed and USA26 and Salesforce Help were fully recovered, Salesforce said.
“We apologize for how you and your business may have been affected by this incident. We will thoroughly investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future,” Salesforce said on their trust portal.
Summary
Salesforce suffered from a service performance degradation on January 27. Some functionality, like help.salesforce.com, was unavailable or running suboptimally. Service was restored later that day.
