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Created December 4, 2018 20:48
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salesforce-data-loss-email.md

At Salesforce, ensuring customer success through trusted system availability, performance, and reliability is our top priority. We value transparency and, as an admin of an impacted Salesforce org, we wanted to inform you of a potential issue that resulted from the October 16, 2018 service disruption of the NA33 instance.

What is the issue and impact?

On October 16, 2018, NA33 experienced a service disruption between 4:39 a.m. and 7:59 a.m. UTC. The Technology team determined that the cause of the initial issue in the Dallas data center was related to a hardware failure within the storage tier that resulted in a loss of capacity and led to the service disruption. In order to restore service as quickly as possible, the Technology team switched the NA33 instance from the Dallas data center to the Phoenix data center and normal service levels were restored. During the service disruption, there was a period of approximately 67 minutes where transactional data entered during that time was not replicated to the Phoenix data center copy of the NA33 instance. As a result, this data was not replicated when the NA33 instance was brought back online after the site switch to the Phoenix data center.

It is important to know that, although this data was not replicated to the Phoenix data center, it was not lost. We are able to recover this data from a local copy of the NA33 instance.

Your org has been identified as having one or more transactions that were not replicated to the Phoenix copy of NA33.

What action do I need to take?

We recommend customers review their orgs for any transactional irregularities that may have occurred between 6:33 a.m. to 7:40 a.m. UTC on October 16, 2018. If you suspect you had transactions during this time frame please take the following steps to open a case with support via the Help portal:

  1. Click on Help & Training.
  2. Click Create a Case.
  3. Select the Setup & Security topic.
  4. Select the Security category.
  5. Click Log a New Case.
  6. Enter your subject as “NA33 Data Restore” and complete all required fields.

*** The deadline to request recovery of the data is 5:00 p.m. US Pacific Time on Tuesday, December 4, 2018 ***

How can I get more information?

For additional questions, open a case with Support via the Help portal.

We sincerely regret any inconvenience this may have caused you or your organization.

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