Atlassian customers could be forced to wait two weeks before services are restored in the wake of a major cloud outage.  

The collaboration software firm confirmed it had suffered a major outage last week, revealing that 400 customers had been affected worldwide.  

Services impacted by the incident include Jira Software, Jira Work Management, Jira Service Management, Atlassian Access, Opsgenie Cloud, Statuspage, and Confluence. 

Although the number of customers affected equates to around 0.18% of Atlassian’s total userbase, the outage means they are unable to access websites and critical data.  

In a statement yesterday, Chief Technology Officer Sri Viswanath said the company is “working around the clock” to rectify the issue.  

“Let me start by saying that this incident and our response time are not up to our standard, and I apologise on behalf of Atlassian,” he said.

“We know that our products are mission-critical to your teams and that your business is impacted when our services are unavailable.”

Atlassian Cloud Outage – What Happened?

According to Atlassian, the issue was caused by a faulty script during scheduled maintenance on the Jira Service Management and Jira Software products.  

“One of our standalone apps, called ‘Insight – Asset Management,’ was fully integrated into our products as native functionality,” the company explained in a statement. 

“Because of this, we needed to deactivate the standalone legacy app on customer sites that had it installed. Our engineering teams planned to use an existing script to deactivate instances of this standalone application.”

As part of this maintenance, Atlassian engineers ran a script to delete legacy data from the deprecated service. However, the script erroneously deleted customers’ sites, as well as connected products, users, and third-party applications.

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Atlassian has apologised for the disruption affected customers have encountered as a result of the incident.  

The firm said it maintains “extensive backup and recovery systems” and, so far, there has been no reported data loss for customers that have been restored.  

“We know this outage is unacceptable and are fully committed to achieving a full & safe restoration,” Atlassian said in a statement online.  

The firm continues to publish updates on the recovery via its status page and is working closely with affected customers. 

“We’re communicating directly with each customer with full transparency on the length of their outage,” the firm said.

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