We want to acknowledge that this year, Marketplace reporting has not been meeting the standards of reliability you should expect as our partners. We know this impacts your teams, your ability to accurately assess your business, and often your ability to support customers, and we apologize it has taken this long to address the issue. We are committed to improving the experience and being more transparent with you about this process.
Last September, Atlassian transitioned from an outdated data platform to a new one, a change that was intended to improve ongoing reporting issues. Over the subsequent months, we realized that replacing the old platform did not address the root cause of the reporting issues. The data pipeline feeding the platform relies on 10+ dependencies with multiple potential sources of data pipeline failure. These multiple sources have contributed to roughly 75% of incidents over the past year.
To address the resulting breakages, inconsistencies, duplications, and general unreliability, we’ve spent the past several months reviewing and reworking our data pipelines and operational processes to reduce dependencies, simplify data acquisition, implement checks at each step, and streamline internal support.
Specifically, we plan to update four points of failure in our data pipeline related to pulling data from our Finance system, moving to a data model with improved latency (see below).
These changes will resolve many causes of delayed financial data and significantly improve data integrity.
While these updates will result in improvements, they will not solve all of the issues Marketplace Partners are experiencing with reporting and APIs. Updating the data pipeline lays a foundation that will allow us to deliver the experience you expect and deserve going forward. Following the release of this new pipeline, we will continue to work on addressing different root causes behind the remaining 25% of incidents we’ve had.
This initial phase of updates to the data pipeline will lead to the following improvements for Marketplace reporting:
- Reduced latency and delays:
- 90% of partial data delays (delays < 72 hours) will be resolved
- 70% of full data delays ( > 72 hours) will be resolved
- Expected improvement: most 12-36 hr delays will be reduced to less than 6 hours
- Data integrity improvements:
- 99% of data duplication incidents will be addressed by new data checks
- 99% of missing data incidents will be addressed by new data checks
These data pipeline updates will not solve:
We will continue to work on addressing the following, but do not have detailed solutions or timelines at this time.
- Latency and delays:
- 10% of partial data delays (<72 hours) will not be fixed due to a continued dependency
- Data delays at the end of the month - month-end data delays are caused by limitations on number of concurrent updates certain source systems are currently able to process. This data pipeline project will not address this concern. At this time we recommend waiting 2 days for month-end data.
- API availability :
- 3rd party tools have caused issues in the past. We are working closely with our vendors where we have seen problems but more work is still needed.
Some data may look different due to these pipeline changes
While there are no changes in the API contracts or in the data model, Marketplace Partners may see some changes in the data due to the updated data pipelines, including:
- Some Partners might see a change in the contact details on licenses - Null, inaccurate (ex - test) previously, and accurate contact info once the changes are implemented due to the improved pipeline. Most recently modified contact fields will show up if there are multiple contacts associated with a customer
- Parent product name, parent product edition, parent product billing cycle in parent insights may have revised values in them, because of improved data quality in the new pipeline. In the new pipeline, data is coming from the source, whereas in the legacy pipeline this data was derived through a calculation. In the legacy pipeline, we had to derive the parent based on formula logic where if a customer’s site has multiple Jira instances, the edition is first determined based on user count, and if the user counts are the same, then prioritized as follows: Jira Software > Jira Service Management > Jira Work Management.
- The ‘updated date’ field will reflect any update to licenses and transactions, addressing limitations we’ve had in the current pipeline (see example).
We are currently testing the new pipeline internally to identify other differences you might experience in reporting once the new pipeline is launched. If additional differences are identified, we provide those details prior to switching to the new pipeline so you know what to expect and have adequate time to prepare.
We plan to release the pipeline changes before Marketplace shifts to a new cloud billing and subscription management system. We will not move apps onto the new billing and subscription management system until the new pipeline is in place and achieving the expected outcomes listed above. Please note: this means that the billing and subscription management system roadmap (linked above) is subject to change, as it is dependent on our new reporting pipeline.
In order to better understand the impact of the new pipeline in the context of Marketplace Partner reporting setups, we will first release to a small group (Early Access Period / EAP) who will provide us with extensive feedback so we can adequately communicate and prepare you.
Our initial plan was to start a 4-week EAP in July. However, during our internal testing and EAP preparation, we made the difficult decision to do another round of diligence with senior engineering management across all contributing teams reviewing the technical changes, monitoring, support and incident management plans for the new pipeline before proceeding to EAP.
We will be holding a live Product Team Talk Time session on this topic in the coming weeks and giving monthly updates here in the Partner Portal. We will share more details in the next updates.
With these changes, we hope to provide you with reliable, accurate, and up-to-date data so you can reduce time and resources spent troubleshooting and re-running data loads and focus on running your business and bringing value to our shared customers.
Again, we apologize for the experience we’ve provided you over the past year and will work to regain your trust by delivering the kind of reliable experience you deserve.
Thank you for continuing to provide feedback. We want to simplify and improve how Atlassian developers and Marketplace Partners find the information and tools to succeed. As part of these ongoing efforts to improve Marketplace Platform Stability and Reliability, we will take active steps to incorporate more of your feedback to bring you the experience you need and expect as Atlassian Marketplace Partners.
Reminder: Atlassian Marketplace is migrating to a new cloud billing and subscription management system in the coming months, which will have some temporary and some permanent impacts on Marketplace reporting in addition to the changes outlined in this post. Please be sure to review Purchasing System Update Marketplace Impacts to prepare.