At approximately 14:45 BST on Tuesday 2nd June 2019 all Engagement Cloud websites in all regions went offline. This had a widespread impact but critically the following was observed:
Our CPaaS One API remained online throughout this incident.
Service was restored at 15:12 BST.
Our services went offline because of an outage at Cloudflare. Cloudflare are a popular security and CDN product who sit in front of our websites, they also noticed the disruption and made an announcement on their status page.
Cloudflare have since published details of the event identifying a misconfigured Web Application Firewall Rule as the cause.
Service was restored after Cloudflare temporarily disabled their Web Application Firewall and removed the offending rule.
Cloudflare has become a key Internet service which is relied upon by millions of organisations, including many large and well-known companies. Typically Cloudflare have a good up-time record however we are now engaging with them to understand how their processes will be improved to prevent future incidents.