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Salesforce: Performance Degradation: Core Service

Affected components: Core Service1 instance

Timeline of updates

1. update2026-01-27 08:05 UTC

   At 06:55 UTC on January 27, 2026, we are actively investigating a performance degradation where in customers may experience intermittent issues when trying to access help.salesforce.com, including slow page loads, timeout errors, or complete inability to reach the site. We are actively engaged and are exploring multiple paths to resolution.

2. update2026-01-27 10:26 UTC

   We’re continuing to investigate impact to USA26, and downstream impact to help.salesforce.com . We are actively implementing multiple approaches to restore full service functionality, including database optimization and component isolation. Visitors to Salesforce Help may continue to experience slowness, errors when loading pages, and degraded performance of case support and chat sessions. We'll provide an update in 60 minutes or sooner if additional information becomes available.

3. update2026-01-27 11:31 UTC

   We’re continuing to implement multiple approaches to restore full service functionality to USA26 and Salesforce Help, including system optimization and component isolation. Visitors to Salesforce Help may continue to experience slowness, errors when loading pages or Help Articles, and degraded performance to case support and chat sessions. We'll provide an update as soon as we have further information.

4. update2026-01-27 12:32 UTC

   We’re finalizing database optimization and component isolation. Visitors to Salesforce Help may now begin to see some improvements when navigating the site, accessing Help Articles, managing support cases and initiating chat sessions. We'll provide an update as soon as we have further information, or when things are fully restored.

5. update2026-01-27 13:16 UTC

   As of 12:20 UTC, all restoration work has been completed and USA26 and Salesforce Help are now fully recovered. We apologize for how you and your business may have been affected by this incident. We will thoroughly investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

6. update2026-01-30 23:04 UTC

   Upon further investigation, the Salesforce Technology team has determined that the start time of impact is different than initially understood. We have now revised the start time of the Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON