Time: Jan. 11, 2024, 3:18 p.m.

Status: Postmortem

Update: At approximately 2024-01-10 18:00 UTC, an update to the Copilot app caused the “consent to record” page to fail. Clari was able to fix this problem by 20:45 UTC by rolling back the update. No customer data was affected by this problem.

Time: Jan. 10, 2024, 10:51 p.m.

Status: Resolved

Update: We have confirmed the issue has been resolved. A summary of the incident will be posted within the next three US business days.

Time: Jan. 10, 2024, 10:50 p.m.

Status: Monitoring

Update: We are continuing to monitor for any further issues.

Time: Jan. 10, 2024, 9:01 p.m.

Status: Monitoring

Update: We reverted the problematic deployment and the problem has been solved. Our engineering teams continue to monitor the system.

Time: Jan. 10, 2024, 7:58 p.m.

Status: Identified

Update: Our engineering teams have identified the issue and are implementing a fix. The next status update will be after the fix has been applied.

Time: Jan. 10, 2024, 7:28 p.m.

Status: Investigating

Update: The copilot consent page is currently erroring out. Our engineering team is actively investigating.

Time: Jan. 16, 2024, 9:41 p.m.

Status: Postmortem

Update: On 2024-01-05 at 21:17 UTC, we began observing delays in RevDB data pipelines that affected all customers. This was due to an infrastructure issue that affected our data pipeline orchestration service. For the impacted customers, this resulted in delays loading data from Salesforce and email and calendar activity into Clari. We fixed the issue and restarted the impacted services by 00:00 UTC on 2024-01-06. The RevDB pipelines caught up for most customers on 2024-01-06 and for all remaining customers on 2024-01-07.

Time: Jan. 8, 2024, 4:57 a.m.

Status: Resolved

Update: We have confirmed the ETL pipelines have fully recovered for all impacted customers. A summary of the incident will be posted within the next three US business days.

Time: Jan. 6, 2024, 9:57 p.m.

Status: Monitoring

Update: The ETL pipelines have fully recovered for most customers. The engineering team is continuing to monitoring the pipelines.

Time: Jan. 6, 2024, 12:39 a.m.

Status: Monitoring

Update: We have detected delays in RevDB data pipelines that are affecting many customers. This issue impacts most customers and is causing delays of up to 3 hours in Analyze and Accounts, and for some customers Inspection and Forecasting. Some dashboard widgets may also be affected. The issue is being mitigated and data pipelines are now catching up. Our engineering teams are monitoring the fix.

Time: Jan. 8, 2024, 6:57 p.m.

Status: Postmortem

Update: On 2023-12-15 at 18:49 UTC we began observing high latency and timeouts for a random small fraction of queries to Salesforce for a very specific group of customers. For these impacted customers, this resulted in the inability to load the forecast page in Clari. We mitigated this problem for the affected customers by changing the Clari settings to operate in a cached mode starting around 2023-12-18 at 17:00 UTC while we investigated the issue with Salesforce to address the underlying timeout problem. On 2024-01-05, Salesforce confirmed the source of the timeouts was a misconfigured node that was causing some requests to fail. They removed the faulty node from service at 2024-01-05 17:33 UTC and performance has returned to normal for the impacted customers. No customer data was at risk during this incident.

Time: Jan. 5, 2024, 7:36 p.m.

Status: Resolved

Update: We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.

Time: Jan. 4, 2024, 1:21 a.m.

Status: Monitoring

Update: Our engineering teams are continuing to work with Salesforce and some of the most heavily impacted customers to solve the underlying network issues that are creating the problem. The forecast page timeouts have been solved for most impacted customers by adjusting the caching settings that Clari uses. The next status update will be when the state of this incident changes.

Time: Dec. 18, 2023, 4:58 p.m.

Status: Monitoring

Update: Our engineering teams have resolved the issue and we are monitoring the fix. Any customers who are still seeing problems loading their forecast pages should report the problem by opening a support ticket via the support portal.

Time: Dec. 18, 2023, 4:19 p.m.

Status: Identified

Update: Our engineering teams have identified the issue and are implementing a fix. The fix at this time is to increase the caching window in order to reduce the back-end call volume to Salesforce. We are implementing this adjustment to the most heavily affected customers. The next status update will be after the fix has been applied.

Time: Dec. 18, 2023, 3:39 p.m.

Status: Investigating

Update: Our engineering team is actively investigating reports from some customers that their forecast grid is showing up blank (back-end timeouts).

Time: Jan. 10, 2024, 11 p.m.

Status: Postmortem

Update: Starting around 2023-12-14 12:30 UTC, an update to the Copilot app resulted in the call summary and highlights section of the web page to not show the content as API calls were not being triggered. The engineering team was able to fix this problem by 19:43 UTC the same day. No customer data was affected by this problem.

Time: Dec. 14, 2023, 7:40 p.m.

Status: Resolved

Update: Smart summaries and highlights should now show up in Clari copilot for all users

Time: Dec. 14, 2023, 7:15 p.m.

Status: Identified

Update: The root cause has been identified and the team is working on implementing a fix.

Time: Dec. 14, 2023, 6:54 p.m.

Status: Investigating

Update: Our engineering team is actively investigating.

Time: Jan. 10, 2024, 6:54 p.m.

Status: Postmortem

Update: Starting around 2023-12-12 08:45 UTC, the Insights panel on the “Inspect Opportunities” page was unavailable for some of our customers due to a misconfiguration. We resolved the configuration and restored functionality by 2023-12-14 14:20 UTC. No customer data was at risk during this incident. We are working to implement automation which will avoid the risk of this misconfiguration happening in the future.

Time: Dec. 14, 2023, 2:22 p.m.

Status: Resolved

Update: We have confirmed the issue has been resolved for the impacted customers. A summary of the incident will be posted within the next three US business days.

Time: Dec. 14, 2023, 1:22 p.m.

Status: Investigating

Update: Some customers may be seeing problems with the Insights panel in Opportunities. Our engineering team is actively investigating.