Unacceptable: 3 whole days of downtime

[ralphkrauss]

I'm not sure how to contact support, since the contact form just tells me

Sorry, we can't find this Cloud URL.

See instructions below on how to find your URL.

Our company has been without jira / servicedesk / confluence for 3 full days now. This is really unacceptable. We are not able to do our work like this.

[ralphkrauss]

Hi Ismael, thanks for your response.

• The url is greenisland.atlassian.net
• All bills are paid
• I'm not sure who my technical contact would be

Please help us out asap

[Ismael Jimoh]

@ralphkrauss @Can you confirm the URL involved here? 
To my knowledge Atlassian would have assisted you if your instance Hase a url in the format <company-name>.atlassian.net

If your instance doesn’t match this then you are likely not on Atlassian’s hosted cloud service and I’ll suggest reaching out to your Atlassian administrator and hosting provider on this.

If you do have a URL in the format shared can you check who is your organisation’s technical contact person? This ensures that you are contacting the right person. I hope it isn’t a case the person left and fees haven’t been paid so Atlassian killed said instance.

Answer the first and let us know

[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, 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