![]() Did your company’s procurement and legal teams make sure that the contract is watertight as to the comeback upon the 3rd party in the event of an outage? Did they accurately define what an outage even is? Etc. It transforms from a skills/process problem into a contract/legal restitution one. In this situation you’ve got nobody that is in danger of getting their arse metaphorically locked.Īll that you have is a poor customer support agent or sales person on the other end of a zoom call apologising. Now turning to any kind of outsourced model you’re delegating all of those supporting functions to a 3rd party. The company can make sure that we’ve got the right processes in place (change management, backups, disaster recovery, etc.) to ensure business continuity. My company has made sure that I’m aware of the consequences of messing up and also the benefits of doing it right. Now the thing is, if I (as a direct employee of a company) duck-up the provision of the infrastructure which I’m employed to provide, I know that I’m going to get my arse (metaphorically) kicked up and down the corridor. I'm not exactly sure how this space differs so much from any other SaaS.Ĭloud services (irrespective of what they are for) are a logical consequence of the outsource-your-IT model.Įssentially what you’re doing is saying that, as well as all of the operational work which you’ve delegated to a 3rd party, you’re delegating all of the infrastructure and associated supporting functions to a 3rd party. Those groups can run out of their email inboxes for a few weeks, my main concern would be for the engineers.Īpplication downtime has always been a reality across all office sectors. If I were one of the ~400 customers affected here, I'd probably have done all of the above, and worked directly with Atlassian and my engineering leaders to fire up a temporary server solution for their needs, and developed a basic email solution for business needs. Not to make excuses for Atlassian here, but we really got off easy, given that such a small amount of the userbase is affected.ĭisaster prep for SaaS outages should be a standard across all apps, why would Jira cloud be unique? What is your company's typical response when any service is down? Send out corporate communication emails, keep an open line of communication with the vendor, keep users appraised of the situation, and in the face of long downtime possibilities, offer alternative temporary solutions. There is no exception to this, and almost no major villain that could be deemed a constant offender. and the 2020 google outage that hit gmail, Drive, Docs, etc. The number affected pales in comparison to the Azure/O365 outage in 2020, and the Salesforce global outage last year. ![]() In terms of outages, this one hit hard, but only hit a very small percentage of their customer base. I'll tell you the same thing I told my director when he asked.
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