Braze: Braze Support Services Outage
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 archived incident (Sol). Check the timeline before relying on it.
Affected components: Braze Support ServicesGlobal Services - Braze Support Services
Timeline of updates
- identified
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.
- monitoring
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.
- resolved
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.
Rewindex changes for this incident
- Critical incident: Braze Support Services Outage 2026-09-16 09:17 UTC
Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Braze profile · Recent Braze incidents · Markdown · JSON