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Atlassian Jira, Confluence outage persists two days on
'Routine maintenance script' blamed for derailed service for unlucky customers
Atlassian's Jira and Confluence issue tracking and collaboration services have been down for some customers for two days now and the outage remains ongoing.
Starting around Tuesday at 0902 UTC, Atlassian's status page reported problems affecting customers using Jira Work Management, Confluence, Jira Service Management, Jira Software, and Atlassian Access Cloud.
The company's last update, on today at 1204 UTC, says the issues are still being worked on.
'We continue to work on the resolution of the incident for a number of our Jira Work Management, Jira Service Management, Confluence, Jira Software, Atlassian Access, Jira Product Discovery, and Opsgenie Cloud customers," the company's latest status update says. "We can confirm this is not impacting all customers but remains a high priority for Atlassian as our dedicated team of SMEs work 24/7 to restore the sites as soon as possible. We will provide more detail as we progress through resolution."
At this time of this writing, about 1900 UTC, the service troubles remain unresolved.
The timing could not be much worse: Atlassian is presently hosting its Team '22 event in Las Vegas, Nevada, where company presenters are talking-up "how teams collaborate, power digital transformation, and drive cultural change." Atlassian's customers have taken note of the coincidence.
"Watching @Atlassian execs excitedly shill flashy new products at #atlassianteam, on the second day of a Jira and Confluence outage, is so frustrating," wrote Joseph Clift, delivery lead for a London-based tech firm, via Twitter. "I wish they'd just bin the roadmap and focus on service reliability and making existing products more performant!"
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The downtime already exceeds the 8 hours and 45 minutes allowed annually for Premium plans (99.9 percent uptime) under Atlassian's Service Level Agreement, so affected customers may be entitled to refunds.
This perhaps explains why Wall Street does not appear to be impressed. Since April 5, when the service trouble began, Atlassian's stock has dropped from about $317 per share to about $287 at time of publication.
According to Atlassian, over 200,000 customers use its software. One of its avowed values is "Don’t #@!% the customer."
Maintenance gone wrong
In a statement emailed to The Register, Atlassian attributed the problem to a script that went awry.
"While conducting a routine maintenance script, a small number of sites were unintentionally disabled which resulted in them being unable to access their products and data," a company spokesperson said.
"We know our customers rely on our products to get their work done, and we are sorry for the disruption this has caused. We are working 24/7 to restore products to full availability. Affected customers can reach out to us at https://support.atlassian.com/contact if they have any questions or concerns."
Atlassian also provided a more extensive statement to the supposedly small number of affected customers that suggests it may be several days before everything returns to normal.
We're sorry your site is currently unavailable. While running a maintenance script, a small number of sites were disabled unintentionally. Our team identified this immediately and have been working hard to restore the product data and associated access. A dedicated team is working around the clock to restore the sites as soon as possible.
We expect the restoration efforts to continue for the next several days, and we are actively working on an estimate of when your site will be available to you again. We don't believe any data has been lost at this point. 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 to your site, we will provide updates here every 6 hours, or sooner if we have a material update. Reach out to us if you have any questions or concerns.
If there's a lesson here, it may be that what happens in Vegas doesn't stay in Vegas if your cloud service is down. ®