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This is an HTML version of an attachment to the Freedom of Information request 'NDIS: Only entity in the world not affected by Salesforce Global Outage? (2021)'.


FOI 21/22-1470 
DOCUMENT 1
Response to FOI 21/22-1470 
FOI 21/22-1470 – Information supporting the response for FOI 21/22-1291 
Scope 
“It was widely reported and confirmed by Salesforce directly that there was a global disruption and outage of their services on 11 
May 2021. Every user, organisation and login was seemingly affected due to this outage/disruption/service failure. 
Salesforce outage affects thousands of users worldwide 
https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Finvenioit.com%2Fcontinuity%2Fsalesforce-
outage%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7Ccd7
78b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAw
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TQ36Sj5XgAGq%2FQcId8CBQ%3D&reserved=0 
That Salesforce outage: Global DNS downfall 
https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.theregister.com%2F2021%2F05%2F19%2Fsalesforce
_root_cause%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7
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QYoio0jHo9Tg2eio%2BfTlmbEYk%3D&reserved=0 
https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.theregister.com%2Fforum%2Fall%2F2021%2F05%
2F19%2Fsalesforce_root_cause%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9
c608da2431419e%7Ccd778b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZ
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U1uNvaVWZWenTOkQM13Ov%2BHSCSmxDnNKyqoFsJIg%3D&reserved=0 
Anatomy Of The Recent Salesforce Outage 
https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.catchpoint.com%2Fblog%2Fsalesforce-outage-
2021&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7Ccd778b65
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FOI 21/22-1470 
However, according to FOI FOI (sic) 21/22-1291 the NDIA declared that "NDIA has not experienced any unplanned outages, 
disruptions or service failures relating to the Salesforce or Mulesoft services.", ever. 
https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.righttoknow.org.au%2Frequest%2Fndis_salesforce_di
sruption_outag&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7C
cd778b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wL
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ilrceg3Iwnem3GxiI2AW059%2BIE%3D&reserved=0 
 
Could you please explain or provide the documentation supporting the declaration or claim that the NDIA/NDIS was seemingly the 
only entity in the world NOT affected by this global outage? 
 
Please also provide the specific job title and department of the individual(s) that confirmed the NDIA/NDIS was never affected by 
this global outage/disruption/service failure.” 
 
 
Response 
In respect of the above scope, the FOI Team consulted with Executive Officials from the NDIA’s Office of the Chief Information Officer who 
could be expected to be able to provide information and identify documents within the scope of the request.  
We are advised as follows: 
  According to Salesforce, the incident occurred 21:08 UTC 11 May 2021 – 02:20 UTC 12 May 2021. This correlates to 7:08AM – 
12:20PM 12 May 2021 AEST. 
 
  A review of the login logs for the NDIA’s Salesforce organisation for the full day of 12 May 2021 demonstrates that during the Salesforce 
incident period: 
o  the NDIA experienced only one failed login which was due to invalid password entry by the user, and 
o  all other NDIA user logins were successful. 
 
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FOI 21/22-1470 
 According to information from Salesforce (available here), impacted customers “may” have been unable to log in during the incident,
which implies not all customers were affected.
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