Atlassian Support incident

Degraded performance on getsupport.atlassian.com

Major Resolved View vendor source →

Atlassian Support experienced a major incident on May 10, 2021 affecting Support Portal, lasting 5h 29m. The incident has been resolved; the full update timeline is below.

Started
May 10, 2021, 12:38 PM UTC
Resolved
May 10, 2021, 06:07 PM UTC
Duration
5h 29m
Detected by Pingoru
May 10, 2021, 12:38 PM UTC

Affected components

Support Portal

Update timeline

  1. investigating May 10, 2021, 01:57 AM UTC

    We've noticed that getsupport.atlassian.com is responding slowly. We are investigating the issue and will update this incident with more details as they are available

  2. investigating May 10, 2021, 02:47 AM UTC

    We do not have a root cause for the degraded performance impacting the support portal. We are investigating and will post updates with more details as they are available.

  3. investigating May 10, 2021, 04:54 AM UTC

    We are continuing to investigate the issue and upscale the instance to improve the performance. We will post updates with more details as they are available.

  4. investigating May 10, 2021, 07:39 AM UTC

    We are continuing to investigate the issue. We will post updates with more details as they are available.

  5. investigating May 10, 2021, 09:08 AM UTC

    Our support portal is currently down. If you have a critical support issue that requires immediate attention (or you need attention on an existing critical ticket), you can contact us using the mail addresses listed on https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html. We commit to prioritizing critical requests and resolving your question as soon as possible. You can follow the status update here. In the meantime, we invite you to have a look at our FAQs page: Customers FAQs Page (https://www.atlassian.com/licensing/purchase-licensing) and Atlassian Partner FAQs Page (https://partners.atlassian.com/display/resources/Purchasing+Resources)

  6. investigating May 10, 2021, 12:38 PM UTC

    Our support portal is currently down. If you have a critical support issue that requires immediate attention (or you need attention on an existing critical ticket), you can contact us using the mail addresses listed on https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html. If you have a low urgency ticket, we would ask you to submit the ticket when the portal is back up and thank you for your patience. We commit to prioritizing critical requests and resolving your question as soon as possible. You can follow the status update here. In the meantime, we invite you to have a look at our FAQs page: Customers FAQs Page (https://www.atlassian.com/licensing/purchase-licensing) and Atlassian Partner FAQs Page (https://partners.atlassian.com/display/resources/Purchasing+Resources)

  7. resolved May 10, 2021, 06:07 PM UTC

    Resolved - Between 1:57 to 16:25 UTC, we experienced an outage impacting our support portal. During this time customers were not able to submit support cases through normal channels. The issue has been resolved and the service is operating normally.