Unconformity with the solution given to the issues with the services to us as clients

[Daniel Felipe Aguirre Osorio]

Hello,

We understand that your team has been working to solve the damage that has been interfering with the platform. Also, we know that you have been sending us messages explaining the efforts that you are making to solve the issues.

The problem is that we don't agree with the contingency solution that you have been promoting. I know that there are millions of users that make use of your services and that your platform is made of diverse tools that makes it a very complete program. Sadly, this has taken us to an issue with the problem we have been talking about. This, because most of our daily intern tools are linked with your platform.

That's why we think that due to the fact that so many days have passed and that we haven't got any solution, there's a lack of respect to us as clients mainly because our problem hasn't been treated as a priority. You say that you already worked in the 45% of the users with issues, but our question is, how much more do we have to wait for having our problem solved too. In this point is where we ask ourselves if we are going to be last in the line. If it's going to be this way, we don't feel this is a platform we want to continue working with.

This said, we have understood that it's time to search another platform to work with due to the lack of respect you have to us as clients. We are going to start reducing the number of services we have been working with you because sadly we have been depending a lot in them and we don't have any guarantees. We understand you have been working in a solution, but we think that the time we have been waiting for an answer is enough.

We expect a soon answer and solution. And if it's possible, and exact date where our specific problem will be solved.

Regards,

Daniel Felipe Aguirre Osorio

JAIVANA S.A.S

Manizales, Colombia

[Sam Bartolome]

Hi @Daniel Felipe Aguirre Osorio ,

Although the Atlassian guys keep an eye on the community I would advise you create a support ticket on https://support.atlassian.com/jira-software-cloud/ and click on the button called Contact support

That will keep you track of a ticket and how the Atlassian team reacts to it

[Stephen Sifers]

Hello @Daniel Felipe Aguirre Osorio , 

Firstly, thank you for reaching out to Community and sharing your feedback. We hear you and want to ensure we can answer any questions you may have about this incident. With this said, we do have a Q&A post for your questions here, and we will respond as quickly and transparently as we can. This helps us ensure everyone is able to easily see answers to your questions.

Additionally, our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details for this incident.

As for current updates, the Q&A post above, along with https://status.atlassian.com/ are the best places to see an updated status. Your site's support request will have more specific updates; If you're not already a participant on your GSAC issue, I will ensure you're added now.

Regards,

Stephen Sifers | Product Lead, Community