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Atlassian Business Continuity During COVID-19


As the situation around COVID-19 continues to unfold and create uncertainty around the globe, we at Atlassian are committed to maintaining our high level of service, compliance obligations, and the safety of your data. Our customers use Atlassian’s products and services in mission critical functions across their business, and we want to provide visibility into the measures being taken at Atlassian to ensure the health and well-being of our employees, our customers, and your business.

A comprehensive business continuity plan is in place to ensure your teams can continue important work without interruption to Atlassian services. This list of Frequently Asked Questions (FAQ) will be updated as the situation evolves and more relevant information becomes available.

Additional tips and best practices on remote work and management are available on Atlassian’s Work Life blog.

What is Atlassian’s preparedness plan or business continuity plan (BCP) with regards to COVID-19? Show
  

Our Crisis Management Team meets daily to evaluate the situation and act accordingly. We are following guidance from Centers for Disease Control and Prevention, the World Health Organization and other authorities for information and decision-making support. We are also in close contact with our peers in each location in which we operate.

The health and safety of our employees is a top priority for us. We have asked all of our staff to work from home and have also stopped all non-essential business travel and in-person meetings. While this may be a shift in working style for many companies, at Atlassian, we’re no strangers to remote work. A significant number of our employees work remotely on a regular basis, and we count on our own products to collaborate, track progress, and communicate with each other.

We know this is an uncertain time for everyone. Please know that you can count on Atlassian to continuing to provide you with the service you rely on:

  • We have a Disaster Recovery program and we are testing our plans every quarter
  • We regularly test our backup and restore procedures and have stepped up the frequency as a result of COVID-19. Atlassian’s cloud infrastructure is highly redundant and in multiple AWS regions around the world.
  • We have a team of SREs around the world who ensure our services are running, whether they are working from the office or remotely.
  • Our teams continue to remain available to address all your commercial and support needs.
Will Atlassian’s support services or response times be affected by COVID-19? Show
  

Our support teams will remain available to address your commercial and technical needs and will continue to maintain service response times without interruption. You can view more details about Atlassian’s support services and response times here: https://www.atlassian.com/enterprise/support-services

Additionally, customers working with our Customer Success Managers and Technical Account Managers will continue to receive uninterrupted support for their accounts. To ensure the health and safety of our employees and customers, meetings will be hosted virtually based on guidance from the CDC and WHO until further notice.

How will Atlassian’s infrastructure scale to handle an increase in traffic from remote/distributed teams and users during this time? Show
  

Atlassian infrastructure is distributed and resilient. We will provide the same level of service regardless if a person works from the office, home, or travels. We have data centers around the globe with redundancies in each region. If you’d like to know more of our approach to reliability in the cloud, please see https://www.atlassian.com/trust/reliability

Where can I get more information about Atlassian’s approach to reliability? Show
  

You can read more about our approach to reliability here on our Trust Center, along with our approach to Business Continuity and Disaster Recovery. A real-time view of our uptime and availability is tracked on https://status.atlassian.com/

What if my teams aren’t already using Atlassian products? Show
  

Our goal has always been to empower teams to work better together, no matter where they are located. In light of COVID-19, teams all over the world are navigating a new “work from home” reality and are searching for remote-friendly collaboration tools and tips to help their teams stay in touch and stay connected as they work.

In response, Atlassian is announcing the immediate availability of our Free cloud plans of Jira Software, Confluence, and Jira Service Management, joining the existing free options from Trello, Bitbucket, and Opsgenie. Our portfolio of free products also support deep, bi-directional integrations with leading SaaS tools that your teams use every day, to give teams a set of fundamental capabilities for team collaboration.

Have Atlassian services seen interruptions because of COVID-19? Show
  

A real-time view of our uptime and availability is tracked on https://status.atlassian.com/