Marketo Service Disruption: Root Cause Analysis

Version 1

    Dear Valued Customers,

     

    This is a Root Cause Analysis for the service issue that occurred on November 20, 2017. Beginning at 12:10 PM, our systems experienced a network server disruption that limited the ability for users to log in to the Marketo platform. All Marketo services have been fully restored, and our analysis has confirmed no data was lost as a result of the disruption.

     

    When:

    Full Disruption: November 20, 2017, 12:10 PM – 2:56 PM PST

    Partial Disruption: November 20, 2017, 5:15 PM PST – November 21st, 7:59 AM PST

     

    Full Disruption Duration: 2 hours 46 minutes

     

    Service Impact: During the full disruption window, customers were unable to log in to Marketo. After service was restored on November 20, intermittent errors limiting Marketo functionality for a subset of users persisted through November 21.

     

    Cause: The source of the disruption was a network server failure. When our backup systems activated, a component of our secondary server was unable to take over operations due to a synchronization issue. After login access was restored, a buildup of network requests caused the intermittent errors that led to the partial disruption.

     

    Resolution: We replaced the servers involved in the issue and reconfigured our network infrastructure for optimal system operation. In addition, we have enhanced our network infrastructure monitoring to better predict and prevent similar disruptions moving forward.

     

    We take these incidents very seriously and continue to invest aggressively to enhance system stability and security across the Marketo platform. If you have any questions, please contact our Customer Support team at https://support.marketo.com.

     

    Thank you for your patience as we worked to resolve this issue and for being a loyal Marketo customer.

     

    Mohan Achar

    VP, Customer Support

    Toll Free US: +1.877.270.6586

    Direct +1.650.376.2302