Atlassian Outage - Products not working and also Unable to raise a support case

[Matthew Day]

We had a full Atlassian Cloud outage this morning. I was unable to open a support case for it. The status.atlassian.com StatusPage shows all systems operational except for Bitbucket Cloud. 

How can one report issues in this instance?

Their StatusPage now shows active incidents across all their products; however, it took nearly 2 hours for that update to happen. 

On 2022-04-05 we experienced the same type of outage, and I received updates via email from the open support case, which we could raise in that instance. None of the reply addresses would allow me to email them. 

So, while experiencing a Level 1 outage, I'm unable to report it. 

Does anyone have ideas as to how address things like this? 

[Mayur Jadhav]

Hellon @Jason Waller @Matthew Day ,

There is a active incident. A good starting point may be to navigate to Atlassian's status page, where you can subscribe to be informed of progress.

Regards,
Mayur

[Matthew Day]

Hi @Mayur Jadhav -> thanks for the response; however, I had already done that (as noted in my post)

1. We experienced a full blown outage
2. Atlassian StatusPage shows no affected services
3. I cannot open a Level1 support case

How can one report issues in this instance?
Emails to premium-support-cloud@am.atlassian.com (we have Premium subscriptions) were rejected. 

[Mayur Jadhav]

@Matthew Day are you still experiencing any issue ? 

[Stephen Sifers]

Hello y'all, repeating our messaging from our Support site to ensure everyone has updated information.

We have identified the root cause of an issue with an internal infrastructure component that has been impacting multiple Cloud products (including Jira Software, Jira Service Management and Confluence) and customers. This issue had led to a performance impact and, in some cases, outages. We have implemented a fix to resolve the issue and recovery is in process.

Further updates will be posted to our incident report directly.

Regards,
Stephen Sifers | Community Product Lead

[Jason Waller]

I can confirm our instance regained stability and full functionality at about 15:00 GMT

[Jason Waller]

we have the same issue, The status page shows incidents on all products now.  

have you tried premium-support-cloud@am.atlassian.com

[Matthew Day]

Hi @Jason Waller -> Yes, I tried that email address (from our outage last year). I received rejections for it, even though we use Premium services. I've not yet checked that it was Atlassian's postmaster reply but I expect it will be. 

[Jason Waller]

Yesterday was certainly challenging. Our services were fully restored at about 15:00 GMT.  We are also a premium customer and I do think there needs to be a more robust support system in place for when these outages occur 

[Matthew Day]

@Jason Waller from the rejection email -> It was a reply to a support update from 15 months ago when we were hit by the other Atlassian Cloud outage, but I updated the Subject to the current date. 

Original Message Details
Created Date:06/07/2023 07:57:56
Sender Address:Matthew@linx.net
Recipient Address:premium-support-cloud@am.atlassian.com
Subject:2023-07-06 -> Atlassian have killed our sites
Error Details Error:550 5.7.367 Remote server returned not permitted to relay -> 550 5.7.1 relaying denied Message rejected by:gd.mta2vsmtp.cc.aws-usw2a.prd.sparkpost

[Matteo Gubellini _SoftComply_]

Most services are down...

Outage level: Elon Musk