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April 13, 2022 06:42 pm

Inside the Longest Atlassian Outage of All Time

Gergely Orosz: We are in the middle of the longest outage Atlassian has had. Close to 400 companies and anywhere from 50,000 to 400,000 users had no access to JIRA, Confluence, OpsGenie, JIRA Status page, and other Atlassian Cloud services. The outage is its 9th day, having started on Monday, 4th of April. Atlassian estimates many impacted customers will be unable to access their services for another two weeks. At the time of writing, 45% of companies have seen their access restored. For most of this outage, Atlassian has gone silent in communications across their main channels such as Twitter or the community forums. It took until Day 9 for executives at the company to acknowledge the outage. While the company stayed silent, outage news started trending in niche communities. In these forums, people tried to guess causes of the outage, wonder why there is full radio silence, and many took to mocking the company for how it is handling the situation. Atlassian did no better with communicating with customers during this time. Impacted companies received templated emails and no answers to their questions. After I tweeted about this outage, several Atlassian customers turned to me to vent about the situation, and hope I can offer more details. Customers claimed how the company's statements made it seem they received support, which they, in fact, did not. Several customers hoped I could help get the attention of the company which had not given them any details, beyond telling them to wait weeks until their data is restored.

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