Customer Impact

Regions Affected: Global (all regions)

Services Affected: Customer Portal - Support Cases, User/Account Team features, Knowledge Base

Timeframe:

• Impact Start: March 17, 2026, 9:34 am IST
• Impact End: March 17, 2026, 11:55 am IST
• Total Duration: ~2 hours 21 minutes

Customer Experience - Failed Operations:

• Support Cases: Viewing case lists/details, creating cases and follow-ups, reopening/escalating cases, sending email replies, handling attachments, and viewing dashboard stats
• User and Account Team: Viewing UiPath contacts (CSM, TAM, Account Owner), updating contact flags, and accessing contact info, although cached Redis data remained temporarily available
• Knowledge Base: Loading KB article images failed when they were not cached

Root Cause

On March 16-17, 2026, Salesforce experienced a major global service disruption affecting multiple production instances worldwide. This was a significant Salesforce outage, impacting customers globally.

Salesforce Incident: Trust Status

Customer Portal services rely on Salesforce as the source of truth for support cases, user/contact information, and account data. As a result, the disruption to Salesforce APIs led to failures and degraded performance across all dependent functionalities.

Detection

The issue was discovered automatically through our monitoring system within 10 minutes

Response

We promptly updated our status page after confirming the upstream issue, continuously monitored recovery progress from Salesforce, and validated all dependent Customer Portal functionalities as services were restored, followed by additional checks to ensure stability.

Follow-Up

Since Salesforce was a single point of failure, there was no direct mitigation possible from our side during the outage. Our focus was therefore on timely communication, continuous monitoring, and validating end-to-end flow recovery as soon as the service was restored.