Changes / Braze / Braze Support Services Outage
Braze: Critical incident: Braze Support Services Outage
Summary
Braze reported a critical Support Services and Partner Portal outage from 2026-09-16 09:17 UTC to 2026-09-16 16:09 UTC, lasting 6 h 51 min. A Salesforce Service Cloud incident disrupted case submissions through the Braze Support Portal and Braze AI Operator and could delay responses; service was restored following remediation of the underlying issue.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Braze Support Services Outage
Before: not present
After: critical
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After: resolved
Before: not present
After: 2026-09-16 09:17 UTC
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After: 2026-09-16 16:09 UTC
Before: not present
After: Braze Support Services, Global Services - Braze Support Services
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After: Braze Support Services and Partner Portal are currently experiencing issues due to an incident impacting Salesforce Service Cloud. Customers may experience issues when submitting cases via the Braze Support Portal and Braze AI Operator. During this time, you may also experience delays in response to support cases.
For any critical cases, please contact support@braze.com.
Before: not present
After: We are observing signs of resolution, and at this time, customers are able to use our Global Support Service normally. We continue to monitor the service while Salesforce continues remediation of the Salesforce Service Cloud issue.
Customers can now raise cases via the Braze Support Portal and the Braze AI Operator as usual.
Before: not present
After: This issue has been resolved. Our Global Support Service is operating normally, and customers can raise cases via the Braze Support Portal and the Braze AI Operator as usual.
We have confirmed stable service following remediation of the underlying Salesforce Service Cloud issue.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Critical incident: Braze Support Services Outage (this change) Braze reported a critical Support Services and Partner Portal outage from 2026-09-16 09:17 UTC to 2026-09-16 16:09 UTC, lasting 6 h 51 min. A Salesforce Service Cloud incident disrupted case submissions through the Braze Support Portal and Braze AI Operator and could delay responses; service was restored following remediation of the underlying issue. | Major incident |