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Salesforce: Salesforce Data Cloud Feature Disruption: Customer360 Audiences

Affected components: Customer360 Audiences382 instances

Timeline of updates

1. update2025-12-05 15:36 UTC

   We are investigating a feature disruption impacting Data Cloud. Customers are experiencing failed data streams. Multiple teams have been engaged and are investigating the issue. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2025-12-05 15:46 UTC

   Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.

3. update2025-12-05 16:29 UTC

   To help stabilize service, we have proactively restarted a key component of the system. Early indicators show improvement, and we are continuing to monitor closely. Our engineering teams are reviewing logs and trace data, including a recurring timeout pattern, to identify the trigger and prevent reoccurrence. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

4. update2025-12-05 17:32 UTC

   Following the restart, system performance has improved; however, some areas are still recovering. Our engineering teams are actively investigating the remaining impact, which may require manual recovery for certain workloads. We continue to monitor system health closely and are working toward full restoration. We’ll provide an update in 60 minutes or sooner if additional information becomes available.

5. update2025-12-05 19:37 UTC

   As of 18:48 UTC, data stream connectivity has been restored. Health monitoring indicated that the restarts and additional capacity successfully mitigated the issue. Customers should no longer see any issues with data stream connectivity. We will fully investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. We apologize for how you and your business may have been affected by this incident.

Rewindex changes for this incident

• Major incident: Salesforce Data Cloud Feature Disruption: Customer360 Audiences 2025-12-05 00:00 UTC

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