Site down for maintenance, Atlassian support not responding

[Mark Sykes]

Has anyone got any idea how to contact Atlassian Support when your site is down for 'scheduled maintenance'?  Our JIRA site has been down for at least 24 hours and we're not getting any response from support calls logged via the portal.  All office contact phone numbers also respond with 'our office is closed today'.  It's Monday afternoon in our timezone.

If there's someone inside Atlassian watching this channel please get someone to have a look at ticket CA-3427404

Any meaningful response appreciated!

[Trudy Claspill · Accepted solution]

Hello @Mark Sykes 

Welcome to the Atlassian community.

What is your subscription; Free, Standard, Premium, or Enterprise?

What priority did you set on your support case?

I have flagged your post to raise it to the attention of Atlassian Team members, but the SLA for this is 2 business days.

[Mark Sykes]

Thanks Trudy, our site came back up about an hour ago.  

[Andy Heinzer]

Just to follow up, https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3427404 has been updated and the site has been reactivated.

For other users that might come across this, if the site has an expired license, it would help to have the billing admin or a site-admin to navigate to https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Then select Your Account > Reactivate subscription.

Submitting a ticket in this manner, from that user can help to process a reactivation sooner.

[Mark Sykes]

thanks, good tip.  It would also be helpful if the site down message said our subscription had expired too instead of it being down for maintenance.

[Andy Heinzer]

Sorry about that.  I agree, the maintenance window message wasn't accurate.  I filed a bug about this behavior over in https://jira.atlassian.com/browse/CLOUD-12117 it seems that if the site expires during a nightly maintenance period, that maintenance period banner remains in place instead of showing a more useful error message.