Atlassian services down

[Daniel Felipe Aguirre Osorio]

For 2 days, none of my Atlassian products have been available. in the Atlassian updates they say that they are working on it, but it has been 2 full days and everything, absolutely all the business of the development company is stopped.

Our location is: Colombia

Have they contacted you? I see that several people have the same problem and they do not give us a solution.

best regard

[Stephen Sifers · Accepted solution]

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

[Daniel Felipe Aguirre Osorio]

A support ticket cannot be created, because when entering our url: jaivana.atlassian.net

it generates the following error.

Our company is very affected, and we are looking at possible alternatives.

best regards

[Kathryn Minarik]

@Stephen Sifers we are also having the same issue with trying to submit the support ticket and our tenant is not found. 

After weeding through various forums and twitter posts, I found a link to submit a request through https://www.atlassian.com/company/contact/purchasing-licensing. Ticket # CA-1764547

I'd prefer to have a Technical support case opened for this issue. We are extremely frustrated at the lack of communication with our company regarding this outage that has now affected us for 2days! We are completely dead in the water as we us most all your JSM and confluence related products. 

Please open a technical support ticket for us. Thanks

[Shane Doerksen]

Hi @Daniel Felipe Aguirre Osorio , @Kathryn Minarik . We've experienced the same issue. Whatever Atlassian has done to remove / disable / deactivate our sites also means that the support request form cannot find the sites.

The suggested solution from Atlassian in other threads is to submit a billing support request (which will not require the cloud URL) and then they will transfer the ticket to the correct team internally.

There are some other service desk threads about this outage, and there is a little bit more information in them, but Atlassian has not been communicating very well about this.

There is still no estimated time to complete, and our instances have been down since April 5th.

We have a department meeting scheduled here for Monday to discuss this outage, so hopefully we all get resolutions before then.

[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.

@Daniel Felipe Aguirre Osorio Thank you for raising this post.

@Shane Doerksen As I will repeat throughout this Community, we appreciate your efforts to communicate and keep others informed.

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