Sites down

[Michael Schneider]

Hi Jira, Servicedesk and confluence are still down since 2d. When can we expect to connect back to jira? 

[Dave Bosman [Realdolmen]]

Hi @Michael Schneider 

Atlassian is working hard on restoring all the impacted sites.  

you can check the Atlassian Status page  for the status of their products. 

We, as the community, are unable to give you a timeframe when your site will be restored. You can contact Atlassian directly via https://support.atlassian.com/contact if you have any questions or concerns.

Regards

Dave

[Win Paing Soe]

That jira support contact link has no use when the site is one of the impacted sites. (When I input the site url, I got error messages saying "Sorry, we can't find this Cloud URL.") 

[Nic Brough -Adaptavist-]

@Win Paing Soe please see the status page for the current state of this problem.

There's no point contacting Atlassian about this incident, all they can tell you is what is on their status page, and you would be distracting people away from a) fixing it and b) telling everyone affected about what is going on.

[Win Paing Soe]

You cannot tell people they'd be distracting people from fixing it if they tried to contact them when the major issue like this happening  and all they can tell information on STATUS is just not enough for the business whose operations are putting on halt because of this incident.

Anyway, hope that there will be no data loss and service will be up again soon. 

[Nic Brough -Adaptavist-]

I absolutely can tell you that distracting people from fixing things to talk about it with clients is a problem.

Look at the arithmetic: 

• Atlassian is almost 6,000 people. 
• Assume that 2,000 are support - ranging from front-end agents to the engineers looking after Cloud on a raw "make it work" basis.  
• Atlassian have tens (hundreds?) of millions of customers 
• It takes 5 minutes for an operative to write a response to, or notify, a customer report of downtime (5 minutes is generally an under-estimate, in real life you should assume a 15 minute time for any task to take account of context switching and being human)

The arithmetic here works out as Atlassian having to spend years of person-time answering the same questions about down-time instead of actually fixing it.  

It makes a lot more sense to just post a public message (which is exactly what Statuspage is for), rather than craft a message and updates for a single customer.

[Win Paing Soe]

Yep, i got your points. 

Honestly, the way Atlassian handled the incidents in first few days was terrible.

This is the most cruical part of the crisis/disaster management. Everyone will freak out in the beginning (at least, I did). 

I didn't mean that they should contact each and every client with customized status/messages. Ofcos that is no way possible. 

But when your business/operation are on halt and the only thing you see is "we are fixing" for many hours/days, it really didn't help. 

During the weekend, they posted more specific status messages like how many percentages of the sites were restored, how they are doing, etc in the response to the ticket (luckily, someone from Atlassian finally opened the ticket for me when they saw my comment in this post). 

So, I'm now patiently waiting to get my site back (fingers crossed). 

Cheers! 

[Stephen Sifers]

Hello,
We apologize for the length of this ongoing incident and for not being more proactive in our communication with you. We understand how mission-critical our products are for you and want to make sure we are relaying the most accurate information possible.

While we really want to get in front of you live to answer your questions, we are prioritizing getting customers up and running first and foremost. We will host an AMA (Ask Me Anything) after we get all of our customers fully restored.

In the meantime, please add your questions here and we will respond as quickly and transparently as we can. Some questions may not be answered until we do an official PIR, but we will let you know that and answer as much as we can now.

Our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details, and our team is working around the clock to move through the various stages for restoration.

We are working 24/7 to restore your service. Thank you to those who have been sharing all the information you know from your support requests. Thank you for being open, honest, and caring for your fellow Community members. This speaks a lot about what makes Community a special place.

Lastly, if you're unsure if a support request was raised on your behalf, please let me know, and I will personally check. My team and I went through all Community posts related to this incident to ensure everyone's site had a support request.

Regards,
Stephen Sifers | Product Lead, Community

[Stephen Sifers]

Hello, We're sorry you've been impacted by this incident. We have sent email communications to all affected customers which provide further details of the incident as well as a link for live status updates. Reach out to us at https://support.atlassian.com/contact if you have any questions or concerns.

Additionally, we’re checking and validating anyone who has posted in Community to report their site has been impacted and we are creating a support request on their behalf. If you’re unsure if an issue has been created for your site we suggest reaching out to your site admins or technical contacts.

Regards,

Stephen Sifers | Product Lead, Community