# Braze: Braze Support Services Outage

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2026-09-16 09:17 UTC · Resolved: 2026-09-16 16:09 UTC · Duration: 6.9 h
- Updates: 3 · Affected components: Braze Support Services, Global Services - Braze Support Services
- [Vendor status page: https://stspg.io/qptfgwrqny3k](https://stspg.io/qptfgwrqny3k)
- [Company: Braze](https://rewindex.com/company/braze.md)

## 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, sol)_
## Timeline of updates

- **identified** 2026-09-16 09:17 UTC: 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** 2026-09-16 15:40 UTC: 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** 2026-09-16 16:09 UTC: 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

- 2026-09-16 09:17 UTC: [Critical incident: Braze Support Services Outage](https://rewindex.com/change/ic5abe8b7e4fc86.md)


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Canonical: https://rewindex.com/company/braze/incidents/pg8vz543zy64 · Markdown: https://rewindex.com/company/braze/incidents/pg8vz543zy64.md · JSON: https://rewindex.com/api/v1/companies/braze/incidents/pg8vz543zy64 · Generated 2026-10-18T13:33:47.650Z