Changes / Dynatrace / Customer Support Portal Access Degradation
Dynatrace: Major incident: Customer Support Portal Access Degradation
Summary
Summary pending. The diff below shows exactly what changed.
Incident page: full timeline of updates →
What changed
Before: not present
After: Customer Support Portal Access Degradation
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-09-16 09:05 UTC
Before: not present
After: 2026-09-16 17:22 UTC
Before: not present
After: Dynatrace ecosystem services
Before: not present
After: We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. The issue is external to our services. We are actively monitoring the situation and working with the service provider while awaiting resolution. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
Before: not present
After: We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please contact our support hotline at +1-844-900-3962. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
Before: not present
After: We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please send an email to techsupport@dynatrace.com or contact our support hotline at +1-844-900-3962. We apologize for the inconvenience and will provide the next update within one hour or sooner if significant new information becomes available.
Before: not present
After: We have identified an issue affecting access to the Customer Support Portal. Users may be unable to access or use portal functionality as expected due to a third-party service disruption impacting Salesforce. For critical issues requiring immediate assistance, please follow the instructions in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within one hour, or sooner if significant new information becomes available.
Before: not present
After: The third-party service disruption impacting access to the Customer Support Portal is ongoing, and functionality may remain unavailable or degraded. For critical issues requiring immediate assistance, please follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience. As there are currently no indications of remediation by the third-party service provider, we will provide the next update within two hours, or sooner if significant new information becomes available.
Before: not present
After: Salesforce has initiated remediation activities for the service disruption affecting access to the Customer Support Portal. We are observing improvements in portal availability and functionality; however, intermittent issues may still occur. For critical issues requiring immediate assistance, please follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within two hours, or sooner if significant new information becomes available.
Before: not present
After: We continue to see improvement in access to the Customer Support Portal following Salesforce’s remediation activities. Some customers may need to clear cached data or restart their session for full recovery. However, we have not yet received final confirmation of full resolution from Salesforce, and intermittent issues may still occur while remediation work continues. We will continue to monitor the situation closely for any further issues. Customers who are still experiencing issues and require assistance with critical matters should follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within two hours, or sooner if significant new information becomes available.
Before: not present
After: We are seeing continued improvement in access to the Customer Support Portal following Salesforce’s remediation efforts. Some customers may need to clear cached data or restart their session for full recovery. At this time, we have not yet received final confirmation of full resolution from Salesforce. We will continue to monitor the situation closely until that confirmation has been provided and will share any significant updates as they become available. Customers who are still experiencing issues and require assistance with critical matters should follow the instructions provided in our community article: https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/Service-disruption-Support-ticket-access-SalesForce/ta-p/304422 We apologize for the inconvenience and will provide the next update within four hours, or sooner if significant new information becomes available
Before: not present
After: The issue affecting access to the Customer Support Portal has been resolved following Salesforce’s remediation efforts. Customers should now be able to access the portal as expected. We apologize for the inconvenience this disruption may have caused and appreciate your patience while our teams worked to restore service.
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History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Customer Support Portal Access Degradation (this change) | Major incident |
All Dynatrace changes → · Dynatrace profile · Markdown · JSON