Hi @remie and @BorisBerenberg thank you for calling out some of the communication and alerting gaps, we can certainly improve here and this is a great discussion to keep us working towards that.
@BorisBerenberg you’re spot on with your point that many Atlassians don’t realize when you publish a page in a restricted state and then move it or unrestrict it, that partners aren’t notified in the same way. A change we made on the partner portal a few years back was to use an internal ‘Draft’ space to stage content and this put a spotlight for us on how reliant partners were on page publishing and update notifications.
We do think that some updates only need ‘passive’ notifications (i.e., update a page and people who use what the page is about will see it eventually), this concession program doesn’t fall into that category and we agree proactive communication is needed. Some criteria that puts it into a proactive communication category for us are: it’s being newly introduced, it’s time sensitive and has a deadline, and it will be perceived as having a financial impact.
A note: this is for customers who would otherwise churn so it’s a little unique in the financial impact category since it’s giving something for free for 3 months that we’d have all lost the sales on anyway. However, perception of financial impact is often more important than facts of financial impact when we look at communications for a topic.
The guidance we’re giving to our teams and the processes we’re putting in place, are to make sure we have proactive communication when a topic warrants it (like this one does) to drive traffic and awareness to content for more details.
This concession program and the opt-out deadline were communicated in the February Marketplace Skim newsletter blog on Partner Portal, and we also made sure that we gave at least 30 days notice.
@remie to your point some time back, it can be difficult to know if a Partner Portal blog is for Solution Partners or Marketplace Partners. The Marketplace Partner skim is always for Marketplace Partners, and gets published the 3rd week of every month so you are less reliant on alerts like you are for communications posted at any given moment. It’s definitely not perfect, but we’re hoping this makes it a little easier while we continue to make improvements. We’ll all keep voting on the confluence feature to be able to watch labels because we are also using a consistent label on these monthly newsletters
@remie as for additional communication on things like these, in the past these types of notices would have been put in a private CDAC thread we used to operate for Marketplace Announcements which was restricted to companies with at least 1 paid app. A few months ago, we sunset and transitioned that CDAC thread over to the Partner Portal blog. We did reinforce this change a number of times but know it can take time to move the adoption of something, so we do continue to cross-post on different topics. This wasn’t one of those topics, so maybe the wrong choice on our part in this case.
Do you think something like a monthly post for a while on CDAC to remind partners that they shouldn’t miss the blogs in the partner portal would help address this in the future? We could reference a few key topics but not full details - and then link over to the direct article along with reminders of how to sign up. The goal would be to help make sure people don’t miss something while reinforcing the new location the information is being served up through.
We’re also looking at pages we can create in the partner portal similar to something like the news page for all partners which can do a better round-up of marketplace-specific blogs and content updates based on labels. We could certainly benefit from some partners willing to meet and brainstorm some ideas here if either of you are interested! @BorisBerenberg I know you’ve been an active user in the partner portal across solution partner content for many years, so you could certainly help us learn from what has worked for you in the past and give a great perspective on how to make content that applies to different partner types more clear so you spend less time hunting for it.