Unacceptable downtime for Jira!

Question

Our company is suffering from problems for a whole day now!

Customers trust us to handle problems quickly. Exactly why we've purchased a subscription for Jira as a solid incident-management-system.

Now this incident-management-software has a MAJOR incident itself that causes problems for hundreds of our customers. They're all complaining and we're still looking at a 'we're still solving the problem' message on the Jira status-page for a whole day now. Our company is really loosing business here!

For us this is really unacceptable. Why does it take at least a whole day (and still counting) to solve these problems? And why isn't it possible to move our environment to a different server? Because not all customers face these issues...

I hope that somebody from Jira can help me here...

Stephen Sifers · Answer

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

Sjoerd Bakker · Answer

I can’t use the contact form because it requests a site url. And one of your heroes deleted our site!

Stephen Sifers · Answer

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