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Why is our jira cloud instance down?

unknown

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!

Accepted answers

Hamza Chundrigar

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,

All comments

Robert Wen_Cprime_

Have you created a support ticket?

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

unknown

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.

Hamza Chundrigar

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 @[deleted]

unknown

Thanks @Hamza Chundrigar that is much appreciated!

I hope so too!

Stephen Sifers

Hello @[deleted]

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

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