Entire Jira site deleted - critical support required

Question

I received an email this morning that our Jira cloud site had been deleted due to a "user request" - I can't find any record of this request and there are only a very small number of people that would have administrative access to our cloud site as we're still using Jira server and currently planning and testing a migration.

However our OpsGenie account is tied to this site and the removal of the account has completely disabled our OpsGenie site and all its integrations, which we use for critical monitoring and alerting to our on-call team.

I've tried opening a level 1 priority support ticket this morning via the support portal but haven't heard anything back. I can't find any way of escalating such a serious issue to the Atlassian team, are there any forms of contact that can be used to get this raised immediately?

Jack Brickey · Answer

I expect (hope) there is more to the story here. I have never heard of such an event TBH. In fact sites are generally made unavailable and not immediately deleted/decommissioned. Please do update your post as soon as it is clear as it will benefit the rest of the Community.

Matthew Ward_ktcadu · Answer

Hi Jack,

Thanks for your reply - it does seem the case that a support ticket is my best option, although I can't see on the page you linked to any indication of support timelines - only service uptime percentage expectations.

It seems particularly shocking that Atlassian can just delete your entire account, with no warning and no administrative approval (and one that we pay a significant amount of money for), and offer you no ability to contact anyone with any sort of urgency other than a suggestion in the email to simply "contact support" which has resulted in creating a ticket that no one can give any expectation that anyone will actually get back to me.

Matt.

Jack Brickey · Answer

Hi @Matthew Ward ,

I am sorry to hear of your issue! However, it seems that you have taken the best course of action. I have provided below Atlassian's SLA for your reference. My experience with support has been inline with the published terms. Hopefully you will have the same experience.

service-level-agreement-for-atlassian-cloud-products