URL not identified

[Amber Rivero]

Hi, unfortunately, my company has been one that was affected by the recent "maintenance issue" and our confluence page has been inaccessible for a week now. (really horrible).

I'm just doing some further investigation to reassure my teams that not all is lost. I attempted to contact support but our URL is not being identified... given the current maintenance issue, is this URL issue normal? Or does this indicate to us that there is another problem with our access??

What reassurance is there that we can soon have access again to Confluence?

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Amber Rivero ,

welcome to the Atlassian community!

Unfortunately, issue seems to persist and it's normal that your URL is not identified right now.

Please you could monitoring the status of that incident at the following page https://confluence.status.atlassian.com/

Hope this helps,

Fabio

[Amber Rivero]

Thanks Fabio!

[Fabio Racobaldo _Herzum_]

You're welcome @Amber Rivero 

[Kishan Sharma]

Hi @Amber Rivero 

Welcome to the Atlassian Community!

Further adding to Fabio's answer, If you want to raise a support ticket, Atlassian has said that you can submit the support form as a billing problem (which will not require the cloud URL, as that won't currently exist) and then they will transfer it to the correct team internally. After you have a support ticket, they will send updates there as to when your site is being actively worked on.

[Amber Rivero]

Thanks Kishan, I will do that.

[Stephen Sifers]

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.

@Amber Rivero Thank you for raising this post.

@Fabio Racobaldo _Herzum_ Thank you for being an awesome Community Leader!

@Kishan Sharma Thank you for being helpful and awesome!

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

[Stephen Sifers]

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