Outage 2 weeks in no communication

[ahawse]

Our Jira/Confluence service has been offline for 2 weeks now.

We have received 0 ... none ... nada communication about when it is going to be fixed.

How do we get some information on this topic?

Thanks,

Alan

[Dirk Ronsmans]

Hey @ahawse ,

All impacted customers should have received some form of communication directly. If not you, perhaps an organisation admin or technical contact?

You can follow the progress on the issue at the statuspage: https://statuspage.atlassian.com and also read about what exactly happend in the blog post https://www.atlassian.com/engineering/april-2022-outage-update

I did however escalate your question to the Atlassian team so normally someone should come here shortly to see if they can inform you further. If your site slipped thru the cracks they would sure create a support ticket on your behalf (if you haven't yet)

[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 again @ahawse

Just confirming we've heard your issue regarding the lack of updates. I've personally added you to your site's support request per this incident and you should have an email with the details.

If you have not yet received that email please do let me know.

Regards,
Stephen Sifers | Product Lead, Community

[Monique vdB]

@ahawse Stephen Deasy updated the community yesterday and this section of his update might be relevant to your question.  I'm so sorry you're impacted by this issue!

We have proactively reached out to technical contacts and system admins at all impacted customers, and opened support tickets for each of them. However, we learned that some customers have not yet heard from us or engaged with our support team.

If you are experiencing an outage and do not have access to your open ticket, please contact us through our Support Service Desk (choose the Billing, Payments, & Pricing options from the drop down menu).