Customer Impact

Between 2026-02-27 06:25 UTC and 2026-02-27 14:12 UTC (approximately 7 hours 47 minutes), customers across multiple regions were unable to create or modify Entity definitions using few connectors through the Data Service. The Create Entity preview feature was not functioning as expected for a subset of connectors. Existing Entities capabilities in Data Explorer and activities were not affected.

Affected Connectors: SAP C4C, Oracle NetSuite, Zendesk, HubSpot CRM, BambooHR, Zoho Desk, UiPath Data Service, QuickBooks Online, FreshDesk, DocuSign

There was no data loss or long-term impact. All connections were restored after the fix was deployed.

Root Cause

A code change introduced a feature flag check for listing connections, but the base master connection list was incomplete — it was missing some connectors that previously existed in Data Service. As a result, the affected connectors did not appear when the feature flag was evaluated, preventing customers from creating or modifying Entity definitions through those connectors.

This was a shallow-level code issue with no deep architectural impact. The fix involved updating the master connection list to include all previously available connectors and adjusting the feature flag accordingly.

Detection

The issue was detected at 2026-02-27 06:25 UTC via an automated alert created through the incident workflow in Rootly. The alert was acknowledged by DataFabric team within minutes. A customer-impacting incident was declared at 06:41 UTC, and the status page was created at 06:40 UTC.

By 06:48 UTC, the DataFabric team confirmed the scope: Entity definition create/modify operations were restricted, while existing Entity queries and behaviour remained unaffected.

Response

• 06:25 UTC – Issue detected and investigation started.
• 06:41 UTC – Customer-impacting incident declared.
• ~07:40 UTC – Root cause identified and fix prepared.
• ~09:45 UTC – Fix validated in pre-production environment.
• ~10:20 UTC – Deployment initiated across production regions.
• 13:53 UTC – Deployment completed across all affected regions.
• 14:12 UTC – Incident fully resolved and monitoring completed.

Follow-Up Actions

To prevent similar incidents in the future, we are implementing the following improvements:

• Strengthening validation checks to ensure all supported connectors are correctly included during feature updates.
• Improving pre-release verification processes for changes affecting connector configuration or visibility.
• Enhancing monitoring to proactively detect unexpected connector availability issues.