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Salesforce loses hours of customer data after prolonged service degradation

After going offline for almost a full day, Salesforce has had to break some unfortunate news to customers of its popular Sales-as-a-Service cloud product.

In the original announcement published on the Salesforce Trust site, the company notified customers using services housed on its NA14 instance. The report read:

The service disruption was caused by a database failure on the NA14 instance, which introduced a file integrity issue in the NA14 database. The issue was resolved by restoring NA14 from a prior backup, which was not impacted by the file integrity issues. We have determined that data written to the NA14 instance between 9:53 UTC and 14:53 UTC on May 10, 2016 could not be restored.

This meant that customers had originally lost up to five hours of data dependent upon their use of the service during the affected period. However, Salesforce followed up with an update revising its original estimated data loss:

After further analysis, we have determined that data written to the NA14 instance between 9:53 UTC and 13:29 UTC on May 10, 2016 can not (sic) be restored.

While not a complete good news story given the sizeable chunk of data still missing, retrieval of more than 25% of the data is still a more favorable outcome than losing 300 minutes.

At present, the NA14 instance is still reported as "experiencing performance degradation" according to Salesforce Trust. It's also worth noting that there is also a planned maintenance window impacting eight instances, including NA14, scheduled for between 6:00 and 6:20 UTC on May 22, 2016.

It remains to be seen if the NA14 instance will remain within the scope of the planned maintenance activities. The scope of inclusion will likely be influenced by the results of root cause activities currently underway and the identified permanent corrective actions to prevent the issue from reoccurring.

Salesforce has advised that it will provide its investigative findings to impacted customers once information becomes available. In the meantime, the Twitter account of Salesforce CEO Marc Benioff has been responding to numerous concerned customers inviting in order to arrange support phone calls. No doubt, many of those calls will involve discussions around compensation provided customers have appropriate service level agreements in place.

Source: Business Insider Australia

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