Jira is slow since Past 2 days, So is Atlassian support team

Question

Our Jira prod instance has been slow since past 2 days which is not only impacting weekend releases , but also our Service desk team badly. However the Atlassian support team has been absolutely hopeless as we continue to struggle to get their response and resolution. My team has tried multiple times to get a call with the support team with no luck.

This is completely unacceptable for a enterprise tool. I would need the Customer Success Manager for Manhattan Associates to take immediate action and call back with an ETA as we have waited long enough with patience.

Siddharth Nayak

+91 9703377373

Trudy P Claspill · Answer

Hello @sinayak

Welcome to the Atlassian community.

Note that this is a user community. We are mostly users of the products just like you, trying to help other users debug issues.

Did you open a support case? What priority was specified on the support case?

Your tags indicate you are using a Premium subscription. If that is accurate then according to the Pricing plans you have 24/7 support.

https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/

However the different Priorities for cases will have different SLAs. You can review the details of the Premium Support services and DLAs here.

https://confluence.atlassian.com/support/premier-support-offering-details-593035672.html

Do you use third party apps with Jira? Due to the architecture of the Jira Cloud product some apps have to store data and run their processes on a separate system from the Jira application. The performance degradation may be in a third party app rather than Jira itself. You might want to check if the vendors of any apps you use have status pages and see if any of them are reporting incidents.

Atlassian Cloud products are hosted in AWS. You might also check the AWS status page to see if they are reporting any incidents.

https://health.aws.amazon.com/health/status

sinayak · Answer

Yes and my team has made several attempts to arrange a call with no luck. Worst ever support experience from Atlassian. You guys don’t have any customer success manager dedicated for the account. Shocking!

issue still persist since past 2 days!

Fabio Racobaldo [Catworkx] · Answer

Hi @sinayak ,

there was an incident two days ago (https://jira-software.status.atlassian.com/incidents/dvvx07yj57r2) that impacted performances. It has been resolved after 9h. Do you still have impact at your site?

Atlassian support team works actively to mitigate incidents asap and to provide to all customers the best experience possible.

Fabio