Over that last week or so we have run into two serious issues that is causing blocking problems with people evaluating our products. One already caused somebody leaving a negative feedback in Marketplace.
We submitted the tickets, made tons of noise, got some attention. First issue just got fixed. Not explanations given, we were just told it was fixed. Maybe it wasn’t fixed? What do you think we can tell customers and potential evaluators?
Second issue, they cannot be reproduced, and we werepretty much being told there’s not too much it can be done.
When asking for some help for troubleshooting or at least understanding WTF is going, we were told that well, there is yes, there is frequent releases going on…
This is not good for us. And not knowing what’s going on makes it very difficult to respond and to meet our cloud goals, which BTW, are now the most important parameter for determining Marketplace Partners tiers.
Atlassian long term visions of to get Server customers to move to Cloud, but wan we seriously ask our customers to move to Cloud where issues like these appear and disappear without explanation and that it’s a side effect of Atlassian releasing very frequently?
With issues like this all we can say is “oh well, not our fault, Atlassian is looking into it, it may or may not happen again”. Very little we can do.
I believe Atlassian needs to ramp up the way it supports Marketplace Partners.
Here are some ideas:
- To come up with a protocol by which paid customers and even evaluators (and free licensees) could share their back-end logs with a Marketplace Partner. We can learn a lot by looking at the logs ourselves and help with troubleshooting
- To formalized the protocol for Marketplace Partners to come up with dev issues, including having a common instance with all permissions required. Neil has something like this already, let’s make it more formal.
- Enable a ‘Developer’ mode in cloud instances. A way to get logs immediately, verbose modes in Front End, entry points or something which could help us learn more about issues.
These are just our ideas, I am pretty sure other Marketplace Partners have others.
But it comes down on Atlassian giving the push on Marketplace Partner Support to meet both Atlassian’s and our own Cloud goals.
I believe Atlassian cannot meet their 3-years Cloud goals without getting the Marketplace Partners on board and giving them the ability to support our shared customers.