As announced at Partner Connect in April, we’re committed to improving incident management and ensuring Partners and developers have a level of platform stability and reliability they can trust. As a first step, we’re committed to providing more transparency on how Atlassian manages incidents and in turn help your teams understand what you can expect from Atlassian when an incident occurs, for you and your customers.
We’re sharing our approach to how we define incidents at Atlassian. The definitions were recently re-defined with partners and developer-specific use cases in mind, ensuring better management of incidents as they arise. We’ll continue to work on improvements on how developers and partners report incidents, Atlassian communication to partners during an incident, and how we reduce the frequency of incidents. Learn more: App incident severity levels
We understand new status definitions, incident management transparency, and communication expectations are addressing symptoms rather than the root cause. We want to assure you that in parallel to incident management improvements, we are also taking closer looks into the root causes of the recurring incidents across our product and Marketplace platforms. We will be sharing more information over the coming weeks and months and are also exploring new ways to keep our developer and partner community more informed about these efforts on an ongoing basis.
We’re improving how Atlassian developers and Partners find the information and tools they need to succeed in our ecosystem. It’s part of our efforts to improve Marketplace Platform Stability and Reliability. Partners can learn more about these plans on the Partner Portal*
*Marketplace Partners with at least 1 paid-via-Atlassian app qualify for Partner Portal Resources. If you experience any issues getting access, and meet the eligibility criteria, please open a support ticket and our team will work to get things resolved as quickly as possible.