Why is our jira cloud instance down?

[Magne]

Our cloud instance is down, but the global status says everything is working as it should. It has been down for quite some time (6th day now), and we have received very little information about what is happening.

Is there someone I can contact, poke or send a muffin to get better answers? The support is either ignoring us or has way to much to deal with. We are luckily a small team, so we are able to get by without the jira instance up and running, but our collective memory of what was prioritized is running dangerously low!

[Hamza Chundrigar · Accepted solution]

https://jira-software.status.atlassian.com/ does say that all systems are operations so that is indeed strange!

I would reach out to them via https://support.atlassian.com/contact/ — and mark the business impact as Level 1 (since your cloud instance is down).

CC'ing @Stephen Sifers - he is an active member of the community who also happens to be on the Atlassian team.

 

Hope everything works out for you and your team.

Cheers,

[Hamza Chundrigar]

Ah I just noticed from your response to another comment on your post, that you have already raised a support ticket with level 1 impact @Magne 

[Magne]

Thanks @Hamza Chundrigar that is much appreciated!

I hope so too!

[Stephen Sifers]

Hello @Magne

I can see your support request, which was raised today (Oct 27th), and it is currently within our support queue. I can also see the communication between you and our Customer Advocate team.

There seem to be multiple issues being created for this problem, and it's causing duplicate issues to be closed to focus efforts on the primary re-activation issue.

Please continue to work with the support and advocate teams via issue CA-2032615, as that issue has a history of the problem and it currently being escalated. Additionally, the root of the problem was reported in CA-2032615, and this is not related to an incident or an outage but a deactivation of your site due to someone on your side disabling the billing renewal of the site.

@Hamza Chundrigar Thank you for tagging me on this thread.

Regards,
Stephen Sifers | Community Product Lead

[Magne]

Thank you @Stephen Sifers!

I knew of one level 1 ticket that I was told that were closed in favor of a level 2 ticket, and our internal communication led  me to believe that there is no information flowing back to us from those tickets (I am working multiple venues here in order to get this solved as quickly as possible).

The billing renewal issue was fixed as soon as it was noted, which brought our confluence site back online, but our jira site has been offline for quite some time now, and it is nearing critical. I am happy to see that there are progress to those issues that I am apparently not made aware of, and will pursue that internally at my side as well, thank you for letting me know.

Jira is very close to critical infrastructure for us, so when it isn't working and we are seemingly not beeing kept in the loop, I hope you understand our persistence ;)

Fingers crossed!

[Robert Wen_Cprime_]

Have you created a support ticket?

https://support.atlassian.com/contact/#/

[Magne]

Yes we have, that is unfortunately how we know that support is either ignoring us or has to much to do...

We are currently not receiving much info back from them on that ticket, and it is set to a level 1 ticket as well, so it should have the required priority from our side.