Inside the longest Atlassian outage • Hacker News Board

Re: Inside the longest Atlassian outage

#681

Post by eddy_chan » Thu, Apr 14, 2022, 6:48 AM UTC

jlawer wrote: post #502

xyst wrote: post #460

Atlassian about to dip over the next few years as firms around the world slowly remove themselves from their ecosystem of products.

Not to mention a CEO who is more interested in activities outside the company like the green energy transition and politics. As an Aussie I always wanted Atlassian to succeed as we have so few tech companies at that scale or larger. Now I view them as another Oracle. Now they innovate little, they keep ratchetting up prices, pushing deployments to cloud where they make more money. Nickel and dime you for what should…

I think that Atlassian's core issues stem from the CEO who is more interested in activities outside the company. The lack of vision starts from the top and flows down through the rest of the company.

If MCB is so interested in those things, then he should do the right thing which is to retire from Atlassian and go whole-heartedly after those noble causes.

Re: Inside the longest Atlassian outage

#682

Post by roywashere » Thu, Apr 14, 2022, 6:51 AM UTC

rootsudo wrote: post #651

avl999 wrote: post #632

Earlier quoted context omitted.

People who call for other people's firings in organizations that they have no visibility into are so weird. This post reads like a tech outage's version of cancel culture where trying to find someone to blame and skewer for an injustice is more important than actually determining how much (if any) blame they deserve for it Also posting a LinkedIn event photos with people's real names and pictures in a top post on HN…

I agree. Customer success is a support role, this was an engineering mistake. Can't blame support for something an engineer did.

The major complaint in the article is lack of communication

Re: Inside the longest Atlassian outage

#683

Post by dewey » Thu, Apr 14, 2022, 7:00 AM UTC

kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

To be fair that was a scheduled post and she took care of it already:

> Yes Andy it was and I didn't realize that my scheduled posts were still going out. They have now stopped.

Re: Inside the longest Atlassian outage

#684

Post by sirrocco » Thu, Apr 14, 2022, 7:02 AM UTC

kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

No post body was provided.

Re: Inside the longest Atlassian outage

#685

Post by 8n4vidtmkvmk » Thu, Apr 14, 2022, 7:04 AM UTC

hahaha, i left atlassian when they deleted everyone's mercurial repos with no way to export either. fuck them. they've proven time and time again that they dont care about their customers

Re: Inside the longest Atlassian outage

#686

Post by kazinator » Thu, Apr 14, 2022, 7:05 AM UTC

kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

What?

The most inexusable thing when engineering mistakes happen is something like: failing to bring back people's dead friends and family members.

Not that some customers of some groupware application weren't communicated with for a week.

Re: Inside the longest Atlassian outage

#687

Post by max599 » Thu, Apr 14, 2022, 7:08 AM UTC

opensrcken wrote: post #540

kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

Unless you know, with certainty, who is responsible for customer-facing communications , how can you publicly call on a specific person to be fired? Even if you did know, and are correct in your implication, how do you know that she didn't want to do the right thing but was overruled by people above her in the chain? Overall, this is a pretty irresponsible comment, and reflects the kind of mob mentality that I would…

Being a leader at the top of the food chain in a company this big means that you get to take credit for a significant portion of the success of company and your paycheck has an extra zero or two more than most people working for you. It's only fair that they have to take the blame for the horrible mistakes that their teams make.

Re: Inside the longest Atlassian outage

#688

Post by colonwqbang » Thu, Apr 14, 2022, 7:10 AM UTC

afiori wrote: post #664

ramraj07 wrote: post #662

Earlier quoted context omitted.

Apparently getting fired for incompetence is now cancel culture lol. Sign me up for that world for sure!

So the hypothetical UX designer for a new mobile app showed serious incompetence by allowing the infrastructure cloud team to mess up ops? whether this is cancel culture not it definitely looks like finding an easy target to shout at

Nobody said that?

> Atlassian's Global Head of Customer Success probably should have been fired

I don't know who carries the true blame here, but calling for the resignation of a top manager isn't really unreasonable or immoral on the face of it.

Re: Inside the longest Atlassian outage

#689

Post by dx034 » Thu, Apr 14, 2022, 7:11 AM UTC

beachy wrote: post #411

This is extremely poor for a large SaaS company. A standard RFP question for SaaS should be: - Can you restore data for a single customer, and if so, what is the RTO for that operation? A smaller SaaS could be excused for only thinking about full database restores. When you're a scrappy upstart, thinking about hypotheticals is less important than survival. But for any decent size multi-tenanted SaaS, it's imperative…

I still don't get why they didn't separate clients on a database level. Sure, put many clients on one database server to save resources. But why not use different databases? They cost nothing and provide perfect separation. It also drastically lowers the attack surface as you can set all permissions via database software. And if they had done that, this would've never been a multi-day outage.

If Jira was a product used by individuals I'd get it. Maybe a database is overkill for a sole developer. But pretty much all users of Jira are companies with tens or hundreds of users on average. I don't see how separating on a db level is overkill in that situation.

Re: Inside the longest Atlassian outage

#690

Post by dx034 » Thu, Apr 14, 2022, 7:15 AM UTC

dangrossman wrote: post #409

nemo1618 wrote: post #399

Earlier quoted context omitted.

After I met my now-fiancée on OkCupid, I deactivated my profile, turned off notifications and forgot about it for a while. A while later, I thought it be nice to revisit the first messages we sent to each other, only to find that... OkCupid had deleted both of our accounts. They didn't give me any advance warning, either, because I turned off notifications, remember? :^) I'm still kinda salty about it. I understand w…

With GDPR, privacy regulations and data breach regulations sweeping the globe, holding onto unnecessary data is a huge liability. Getting rid of data you no longer have clear consent to store, or which you're unlikely to have a clear business need to continue storing, is a sign of a good company these days.

Not if the customer doesn't ask for it. As long as the user has a profile, was aware that PII is stored and doesn't request deletion, GDPR won't ever force you to delete information. Otherwise GMail would have to start deleting old emails as well.