Our Jira is down for 12 hours

[Margarita Ochigava]

 please contact us immedeatelly and provide details as well

[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

[Fernando Eugênio da Silva]

@Margarita Ochigava , welcome to the Atlassian Community!

There are some open incidents for the Atlassian Cloud environment.

You can consult the product and cause here: https://status.atlassian.com/

Atlassian will keep us updated through the page for each product and its incident.

[Leonid Danilenko]

Hello Fernando, we can't accept this status page as answer. We should have precise restoration time NOW ! We can't tolerate such long downtime because it is greatly affects our business operations. We can't access our information in Jira and Confluence at least 12 hours. It is shame for such company as Atlassian to provide such worstless support. 

[Fernando Eugênio da Silva]

@Leonid Danilenko 

This is an Atlassian Global community page, used to connect multiple users of their tools.

If you want to speak with Atlassian support directly, open a support ticket via the link: https://support.atlassian.com/

I believe that there, Atlassian support will be able to provide other information.

[Margarita Ochigava]

@Fernando Eugênio da Silva Thanks for the info, it's important for us to get an accurate recovery time right now as it affects how our team works. Could you suggest when we can expect the normal operation of the system?

[Leonid Danilenko]

@Fernando Eugênio da Silva Yes ? really ? But we can't access to our support page because our entire cloud instance is down . We tried access to support  many hours for now without success. We are paying thousands dollars for your company and expect to have much more quality support than we have now ! 

I will repeat for you - we CAN'T open support ticket because support system doesn't recognize our cloud instance as valid !!

We see such message : 

Sorry, we can't find this Cloud URL.

See instructions below on how to find your URL.

[Leonid Danilenko]

@Fernando Eugênio da Silva 

and trust me - url is valid.

[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.

@Fernando Eugênio da Silva Thank you for helping others in Community.

@Margarita Ochigava We appreciate you raising this thread and your feedback.

@Leonid Danilenko We hear your feedback and are thankful for your honesty.

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