It is incredibly discouraging that, after this many days and this many posts requesting some kind of real information, that nobody from Atlassian has responded after Mr. Sifers non-answer above.
Today is April 7th. Our sites have been inaccessible since April 5th.
This is the third day of downtime on the products that we use in order to *minimize* our downtime.
The level of disinterest Atlassian is displaying towards its paying customers is hard to comprehend.
You accidentally deleted our sites, might not be able to restore our data, and can't even be bothered to pop into the forums twice a day to say "We're still here, we understand your frustration and we haven't forgotten about you."
We're left to shout into the darkness and commiserate with our fellow customers who have had the rug pulled out from under us.
When problems like this occur, reputational damage control is just as important as technical damage control. If, as the response below indicates, you have hundreds of engineers working on this problem, how do you not have a support team proactively trying to communicate with the affected customers, in the forums or directly?
How do we continue to advocate for using Atlassian products? What should our response be to the executive teams and clients who depend on our recommendations for software solutions?
At least BitBucket isn't down, so we can continue with some development, but how do we answer when our organizations ask "How long until this happens to BitBucket, too?"
Somehow, Atlassian has a market cap north of 70 billion dollars but can't spare anyone to proactively communicate with its customers, even in a worst-case scenario outage such as this.
I have no doubt that I speak for everyone in this thread when I say that we are more than incredibly frustrated here; we are angry.
Three days, and we don't have real information about what happened.
We know that the original statement was not honest or complete because, if our sites were just disabled, they would have simply been re-enabled and this would have been a blip, not a three-day outage.
We know that Atlassian's own statements have gone from "We don't believe any data has been lost at this point." to "We are working on minimising any potential data loss."
We know that we've had to spend the last three days answering questions from our stakeholders asking us "What happened to the service desk requests?" and "Where are our Confluence documents that we've spent three years accumulating?"
Nobody has ever heard of a publicly-traded, industry-standard company in Atlassian's market position taking its core products offline for three days due to human error. It is quite literally unbelievable for IT service managers to hear this.
How do we rely on Atlassian for incident management software when this is how you handle incidents?
Why are we paying for a managed solution when you don't have automated disaster recovery procedures?
Someone has created a support ticket on our behalf now, which is great. For anyone who has not received such a ticket, I will include it below. It is not exceptionally helpful.
Hi Team,
We’re sorry for the continued frustration this incident is causing. We are continuing to move through the various stages for restoration. The team is currently in the verification stage on a subset of instances. Successful verification will then allow us to move to reenabling those sites or identify any other steps needed for restoration.
Once reenabled, support will update accounts via opened incident tickets. Our efforts will continue 24x7 through this process until all instances are restored.
This is our top priority and we have mobilised hundreds of engineers across the organisation to work around the clock to rectify the incident. These restoration efforts may be visible on your sites today, however please wait until support notifies you when the site is fully available and works with your teams to confirm the recovery.
The restoration is expected to continue over a number of days. We are working to reinstate access to all products with the priority on our key products. We are working on minimising any potential data loss.
We can confirm this incident was not the result of a cyberattack and there has been no unauthorized access to your data.
As we work to restore access you can look to us to continue to provide updates:
Every 3 hours, or sooner if we have a material update, at: http://status.atlassian.com
Direct contact via support tickets once we’re able to reinstate your access and your site becomes usable
You can continue to reach out to us at https://support.atlassian.com/contact for any questions, concerns or updates. If you have any issues opening a technical support ticket please open a billing question ticket and we will transfer it into the support teams.
Regards,
Daniel Soo
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