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Salesforce's cloud system suffers critical service outage

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September 5, 2014

Corporate customers that depend on Salesforce's Cloud Service were unable to access their data on Friday morning as the company’s network went down completely.

Hundreds of sales and marketing teams across the globe were left looking at an early start to the weekend as their CRM-as-a-service didn't work.

The blank screens seemed to be the result of an issue in two of the company’s instances serving EMEA and North America.

It's the second time that critical problems strike the company in a week, and it left more than one user frustrated, while several others were scrambling to find a solution or quick fix.

Users on EU1 were struck by several complex performance issues for more than six hours on September 1st thanks to a complex network configuration mistake while operator error stuck for 1 1/2 hour on the same day on instance EU0.

Worse, no less than fifteen instances were hit over the same six-hour period by the same network configuration mistake on September 1 as well. To say that the people at Salesforce were nervous and on edge would be an understatement.

An update on Salesforce’s status page at around 8.30 am warned of "service disruption" in its EU1 instance for EMEA and "performance degradation" on the U.S. NA7 instance but there were no more details.

The network outage appears to have hit users in Europe first, as organizations logged on at the start of the business day. We contacted Salesforce to find out what had gone wrong, but we were referred to the status page.

A specific window of planned maintenance led to the last unplanned outage for Salesforce in November 2013.

Europe has yet to get a dedicated Salesforce data centre, although a new facility from NTT Communications is due to open later this year.

Announced in May of last year, the centre will be Salesforce’s sixth worldwide and will support customers in Europe, the Middle East and some parts of Africa.


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