After going offline earlier in the week, SalesForce has confirmed that some customer data from the NA14 instance is unaccounted for.
Popular Sales-as-a-Service cloud provider SalesForce has had a poor few days, with the service being offline for almost a full day earlier in the week. Now the company says that it lost hours' worth of customer data during the downtime, announcing in its Trust site that users housed on the NA14 instance are affected:
“The service disruption was caused by a database failure on the NA14 instance, which introduced a file integrity issue in the NA14 database. The issue was resolved by restoring NA14 from a prior backup, which was not impacted by the file integrity issues. We have determined that data written to the NA14 instance between 9:53 UTC and 14:53 UTC on May 10, 2016 could not be restored.”
The original posting showed that customers may has lost five hours' worth of data depending on their usage during the service degradation. However, SalesForce later confirmed that the actual timeframe was between 9:53 UTC and 13:29 UTC, or about three and a half hours. However, that still leaves a lot of data unaccounted for.
Interestingly the company seems in the dark at the moment and says it will show its results through investigation when it knows more and has all the information. It is worth noting that NA14 is still having problems, being reported as “experiencing performance degradation.”
The company has already scheduled a maintenance round to get underway on May 22 between 6:00 UTC and 6:20 UTC, while will include the NA14 instance. At this point it is unclear what has happened to the missing data or what SalesForce will do to retrieve it, but the company is contacting affected customers for support, CEO Marc Benioff said.