‘We let our prospects down’: Atlassian stops wanting saying sorry for April outage

Atlassian co-founders and co-CEOs Mike Cannon-Brookes and Scott Farquhar have instructed shareholders that the corporate “let our prospects down” when an outage disrupted service for 775 subscribers earlier this month.

The acknowledgement, which stopped wanting an apology, kicked off the Q3 FY22 shareholders letter coinciding with the corporate’s quarterly outcomes.

The office software program enterprise ended the third quarter of fiscal 12 months 2022 with whole income up 30% on 12 months in the past at US$740.5 million.

Subscription income grew 59% year-over-year (YoY). Cloud income was up 60% YoY and Information Heart rose 59% YoY.

However its backside line was again within the crimson, with a Q3 lack of $US31.1 million (-A$44m) to March 31, a US$200 million turnaround on a US$159.8m revenue 12 months in the past.

Buyer progress was modest, with lively subscriptions rising by a internet 8,054 internet new prospects within the quarter to 234,575 in whole.

The enterprise has appointed former Meta vice chairman and Fb App head of engineering Rajeev Rajan as Atlassian’s new chief expertise officer, clocking on this month.

Addressing the April outage, which first occurred round April 5, the co-CEOs revealed the variety of affected prospects have been almost double preliminary ideas at 775.

A number of cloud companies have been down for greater than every week for these prospects, which means they’ve misplaced entry to Jira Software program, Jira Work Administration, and several other different companies.

A number of customers took to Twitter to vent their frustrations and try to discover out what was happening on the time. In response, Atlassian mentioned on the time that it had “mobilized tons of of engineers throughout the group to work across the clock to rectify the incident”.

Writing to shareholders, Cannon-Brookes and Farquhar confirmed earlier statements that it was not as a consequence of a cyber-attack and there was no unauthorised entry to buyer knowledge, including that they’ve improved each how the corporate responds to any issues in addition to buyer communications.

“Though the incident affected a tiny fraction of our 200,000+ cloud buyer base, even one disrupted buyer is one too many. All affected prospects have been absolutely restored, and within the spirit of our “open firm, no bullshit” worth, we’ll publish a full post-incident evaluate on the finish of this week,” the wrote.

“Operational excellence is all about steady studying and enchancment. Finally, we’ll be stronger due to this expertise. We absolutely perceive what brought on the issue from a technical and operational standpoint, and the way to stop comparable incidents sooner or later.

“We now have extra strong incident response and communications processes in place. And we’re open to studying extra as we communicate with affected prospects individually about how we will rebuild belief.”

The enterprise now has greater than 8000 employees.