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Resolved: Connectivity Issues Impacting US and EU Customers

** Post Mortem 4/7/2016 10:45 EDT**

This post mortem will recap the connectivity issues we experienced starting on April 4, 2016. 

Starting at approximately 2:45am EDT on April 4, we began receiving numerous connectivity related alerts from our platform monitoring system.  Upon investigation it was discovered that our DNS vendor made an administrative change and replaced our configured DNS servers.   This caused resolution issues for some of our customers.  For CRM On-Premise customers, the issue appeared to be resolving faster than for our CRM Online customers.  We reached out to Microsoft support and discovered that our CRM Online customers were not resolving to the correct DNS entry.  After another 12-24 hrs, the issue was resolved for our CRM Online customers.  By mid-day on April 6th, the issue was resolved completely. 

To prevent this issue from happening again, we are going to move our DNS management to a vendor that we have premier support with and is better suited to address our needs.  

** Resolved 4/6/2016 3:42pm EDT **  The connectivity issues we have experienced over the last several days have been resolved.  We apologize for the inconvenience.  

We are continuing to investigate reports of connectivity issues impacting some customers in the US and EU.  This is a high priority issue for us and our Operations team is working to resolve asap.   We have confirmed that the issue has been resolved for some customers, but we are still receiving reports of issues that we are investigating.  

 

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