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End of server sale & support – December 2021 update

Hello again, Community! In my last update, I shared a number of ways we’re working to address the uncertainty related to ending the sale and support of our server licenses while also delivering a world-class Cloud experience for our customers. As the Head of Enterprise product at Atlassian, I’m responsible for ensuring our customers needs are met in Cloud.

Customer feedback helps us find better ways to support your journey to Cloud and to improve both our Cloud and Data Center offerings. It has always been important to me that we listen and act on our customer’s feedback, so I wanted to take the time to share another update on some common themes in the feedback we hear and what we’re doing about them.


Security, data management and compliance

”Dear sir or madam, we need to know where the user account data and more important where the customer data would be resident if we would migrate to Atlassian Cloud. Our company is resident in Germany in the EU.”

Atlassian is committed to our customers success and the protection of their data by ensuring that we comply with the General Data Protection Regulation (GDPR) and all privacy-related regulations. 

We're entrusted with some of our customer's most valuable data, which is why we have built security into every layer of the Atlassian Cloud architecture and have adapted all of our product offerings, operations, and contractual commitments to continue to comply with this regulation. The specifics of how personal data is processed, collected, stored and deleted can be found in our recently updated Data Processing Addendum.

In my last update, I also mentioned we’re accelerating our timelines for HIPAA and we have shipped Financial Services Industry compliance (such as Bafin or APRA).

You can refer to the Atlassian Trust Center for the latest information on the security, reliability, privacy, and compliance of our products and services.

We know that for many of you, having control of where your data is managed is non-negotiable. We’ve heard your feedback, and adding data residency in Australia last month, in addition to Standard and Premium Cloud plans, is just one of a number of improvements we’re making to data management for Cloud.

Atlassian is committed to becoming a leader in data residency and in order to roll out to an increasing number of locations our customers are asking for, we need to invest some additional time into improving our data residency infrastructure. These investments will allow us to launch new locations much more quickly in the future and give us the ability to respond faster to new or changing regulations across various countries.

This work will require us to delay our launch of data residency support for the United Kingdom, Japan, and Canada locations until early 2023. Visit our roadmap for the latest updates on data residency and all security-related features.

 

The process of migrating

“Looking to understand available support to migrate our on-prem BitBucket Server to a Cloud based instance including existing repositories, users, jira integration, etc. Are professional services available?”

Many customers told us they wanted more information on how to prepare for migration. You can find the tools, resources, and support in the Migration Center to guide you through your Atlassian migration to Cloud or Data Center. Start by taking our migration assessment to get a recommendation for when you can migrate to Cloud, with tailored resources to take the next step. Also, we now offer the ability for commercial and Academic customers with more than 25 users/agents to schedule a Cloud consultation with our Loyalty Advocates to discuss Cloud features, pricing, differences between self-managed and Cloud, migration strategy, and more.

If you’re planning to migrate to Cloud, you can also register for a Cloud Migration demo which covers migration best practices and includes live Q&A with Atlassian's Cloud Migration Managers.

We’ve also developed free migration tooling designed to help customers get to Cloud: the Jira Cloud Migration Assistant, Confluence Cloud Migration Assistant, and Bitbucket Cloud Migration Assistant. Plus, we’re committed to making these tools even better and easier to use. So far this year, we’ve added Jira Service Management migration and Marketplace app migration to the Jira Cloud Migration Assistant and Marketplace app migration to the Confluence Cloud Migration Assistant.

 

Apps and integrations

“In case we transferred to Cloud, we noticed that some add-ons we are using are not available to cloud version. So how should we handle those cases and more importantly, any data stored by these addons which we need to retain?"

Many of our customers rely on a mix of marketplace and in-house developed apps to extend the value they get from their Atlassian products.

Bringing more apps to Cloud and closing any feature gaps remains a focus area for Atlassian and is an area we continue to increase investment. In FY21 partners added over 600 new Cloud apps to the marketplace and the pace continues to accelerate. Stay across our progress with the New cloud apps round-ups.

We're also supporting the migration of custom apps and the development of Cloud new apps with our new developer platform, Forge.

Automated app migration is now supported in the Jira and Confluence Cloud Migration Assistants. We’ve partnered with more than 25 top Marketplace Partners to enable automated app data migration for more than 70 Marketplace apps. Today, customer favorites like Questions for Confluence, Viewtracker Analytics for Confluence, Markdown Macro for Confluence, and Create on Transition already support automated app data migration and we're continuing to work with Marketplace Partners to bring even more automated app migration paths to you. For more information on migrating your apps, check out the Atlassian support documentation for Jira and Confluence.

 

Scale and performance

“Much faster experience overall. More modern editing of fields (one at a time direct edit). some persistent issues/bugs have disappeared.”

 In the last post, we announced the general availability of up to 20,000 users on a single instance for Jira Software Cloud and Confluence Cloud. We’ll continue to invest in scaling our Cloud products to meet the needs of some of our largest enterprise customers by raising the per-instance user limit to 35,000 in 2022. We’re currently running an early access program (EAP) for the next milestone in scalability – 50,000 users per instance. If you’re looking to move 20,000-50,000 users to cloud, see if you’re a good fit for the Early Access Program.

We understand how important it is to deliver world-class performance for our Cloud customers and have committed to providing regular updates on performance improvements we’ve made. You can continue to track our progress on improving performance on the Cloud roadmap.

 

Admin control

“If we are on the cloud we will get the upgrades as you roll them out and have no control over this.”

We’re continuing to invest in capabilities to meet the needs of admins who told us they were looking for greater control to preview, test, and prepare end-users. Release Tracks offer the ability to opt-in to updates from Atlassian in a fixed monthly window for additional predictability into which changes are coming to your instance and when.

Sandboxes offer the ability to test any changes or new feature rollouts before they get to production and ensure everything works the way it should. As we continue to iterate on these to provide you with the control you need to be comfortable administering your Cloud environment, we now allow customers to license their marketplace apps for free in their sandbox, provided they have a paid version in their production site.

We’ve heard from you that Cloud performance, reliability and extensibility are your primary needs in order to make the move to Cloud. In order to address those top concerns, we’re shifting our investments to first solve those pressing issues. Although custom domains are still very much a priority for us, this shift in focus will cause the release of custom domains to be delayed. We’ll continue to share updates on our Cloud roadmap.

 

Pricing and packaging

“We are assessing the move from Server to Cloud and i'd like to know the cost for 110 users please? Due to existing projects, we wouldn't be able to move until August 2021 and i'd like to understand if that gives us enough time to move and if there are any incentive programs”

As I outlined in my last update, our goal is to make sure each Cloud migration goes as smoothly as possible. So, we’re helping Server and Data Center customers explore and evaluate Cloud at their own pace for up to 12 months with free Cloud migration trials.

We’re offering Cloud loyalty discounts and dual-licensing for larger customers, which allows you to run your self-managed and Cloud products in parallel during your move to Cloud.

We also made it easier to calculate your costs in Cloud and Server and to determine what Cloud could save you in hidden costs.

 

We’ve made some great progress, but there’s still plenty of work underway in response to feedback from our customers. We’re committed to delivering a world-class Cloud experience and we’ll continue sharing the work in progress on our Cloud roadmap and update articles in Community each quarter.

 

– Partha

11 comments

Vero Rivas Community Leader Jan 01, 2022

Thanks for sharing @Partha 

Cheers

Like Danielle Imbesi likes this
Fabian Lim Community Leader Jan 01, 2022

Glad to hear that you are working with the 3rd party dev teams to move them to cloud.  One of the main reasons why we were holding off.

Like Danielle Imbesi likes this
Andy Gladstone Community Leader Jan 01, 2022

The Cloud Migration cost analysis tool is great.

Like Danielle Imbesi likes this

Thanks for sharing @Partha

your last paragraph is a very important message to all those on server. It is important to see that Atlassian is committed to their server customers through the migration process.

Like Danielle Imbesi likes this

Thanks for sharing!

Like Danielle Imbesi likes this

Thanks for sharing @Partha ! 

Thanks for sharing

I do not understand why you shifted the most wanted feature for 10 years now: Custom Domains. 

There is no other feature that is requested as much as custom domains. At the same time you stop selling user upgrades to Server users. 
This means, as a Jira/Confluence Server user you are stuck with your Atlassian Tools. You cannot add users and you cannot switch to Cloud if you need to keep custom domains. 

Being a loyal customer for 15 years with good investments in that platform I’m really disappointed that you let your customers alone in this step. 

Daniel Ebers Community Leader Jan 08, 2022

Hi @hbunjes
I can understand that you are not satisfied with the status quo and from what I could observe everybody can relate to the current situation.
You surely refer to the Suggestion in https://jira.atlassian.com/browse/CLOUD-6999

The last update refers to year 2023 when the feature is likely to be reviewed for implementation.

I'd suggest to watch indeed that Suggestion - if you should not be following already (voting _and_ watching makes sense!).

Regards,
Daniel

Like Dr OGUTU likes this

@Daniel Ebers I follow and commented that ticket already for some time. I was hoping with every new update from Atlassian that this time the custom domain will come. However, for several years it‘s been said: Will come soon. 

Imagine, WordPress would say: We stop supporting custom domains but release a new version that supports custom domains soon. In the meantime you can redirect to mycompany.wordpress.net. And to keep the case even closer: You can stick with your current version with custom domain but after Feb 22 you no longer can add pages. So if you need more pages, please create them all in advance and then change them as necessary (unfortunately you have to pay for each page). The pages in WordPress would refer to the users in Jira/Confluence. 

Many would be unhappy but follow this way as everything else would be more complicated. It’s the same with Atlassian right now. Many follow but are unhappy with that situation…

Thanks for this article with a lot of helpful links

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