Incident: Support Portal site not accessible 6 Sep 2022

Incident RESOLVED

We’re experinced an outage on our support portal website hosted on Atlassian Cloud on 6th Sep 2022. There was a planned downtime from the Atlassian team, for an incorrectly set daily maintenance window, which is time reserved for changes to be applied to the support portal hosted on Atlassian Cloud.

The support portal links specified under https://qmetrysupport.atlassian.net/wiki/spaces/QH/pages/433618947 were not accessible on 6 Sep 2022 from 2:10 am to 2:30 am PST.

What was the impact?

With the outage, users could not access the support website to create tickets or requests.
Emails sent to qtmprofessional@qmetrysupport.atlassian.net did not create support tickets or requests.

An alternative way to reach support is by sending an email to support@qmetry.com with your Organization Name, Org Code and QMetry URL.

All events regarding this downtime will be updated on this page.

Day	Time (PST)	Event Details

Day	Time (PST)	Event Details
6th Sep	2:30 AM	The support portal site was restored after the daily maintenance was completed.
6th Sep	2:10 AM	Support Portal hosted on Atlassian Cloud is not accessible.

Root Cause (RCA) and Fix

Atlassian chooses maintenance windows based on the timezone when the instance was created. QMetry team has informed Atlassian to change the time reserved for the maintenance window during the off-hours.