Fast Cloud Migration With Flawless Customer Support

[Migration], [Atlassian Cloud]

TIMETOACT migrates Jira and Confluence instances of solvatio AG to ensure seamless customer experience.

Besides a compelling product, excellent customer support is one of the must-haves for survival in today's market. IT companies in particular are under pressure to respond promptly to inquiries, rectify errors, or implement product requirements. To ensure smooth collaboration with customers and team members, the software developers at solvatio AG rely on the market-leading software solutions from Atlassian - Jira and Confluence. When customer support was temporarily unavailable due to an issue, action had to be taken quickly. solvatio AG brought forward an already planned cloud migration of the products to rectify the error. TIMETOACT carried out the cloud migration and restored the full functionality of the tools.

Reference as PDF

Initial situation

- Customer support based on Jira and Confluence

- Solution failure due to Log4j issue

Solution:

- Prioritize the planned migration of Jira and Confluence to the cloud

- Resolve the issue during the migration

Added Value:

- Fully functional customer support from the cloud

- Access from anywhere

- Products with corporate branding

Atlassian Tools Jira Software + Confluence Enable Optimal Collaboration

jira + confluence Jira Software enables the planning, tracking, and release of projects. For example, tasks can be defined and prioritized in the form of tickets, either by customers or by the team itself. The tool allows Solution AG to keep track of upcoming to-dos, create workflows, or automate repetitive processes. In combination with Confluence, all requirements for optimal project management are met. Confluence is primarily used for documenting projects and sharing knowledge.

System Failure Leads to Cloud Migration Being Brought Forward

At the end of 2021, the public became aware that the Log4j Java library, which is built into numerous products - e.g., from Atlassian, HCL, Talend, and IBM - had a security vulnerability. Like many other companies, solvatio AG was also affected by the problem. The IT service provider's customer support was temporarily unavailable, which significantly impaired the work of all departments. As a result, the decision was made to bring forward substantially an already planned cloud migration of the Jira and Confluence instances. On the one hand, it will resolve the Log4j issue on short notice; on the other, it will provide external partners with faster, easier, and more secure access to the tools in the future.

Core requirement:

The core requirement was to migrate the Atlassian server products Jira Software and Confluence 1:1 to the cloud and to get customer support up and running again as quickly as possible.

TIMETOACT Supports the Project From Clean-up to Go-Live

When implementing the project, quick action was required above all - solvatio AG sought support from TIMETOACT on the recommendation of the manufacturer Atlassian. The implementation can be divided into the following steps:

Kickoff workshop

In an initial workshop, the experts from solvatio AG explained the problem and the exact requirements for implementation.

Clean-up

The cleanup focused on optimally preparing the server products Jira and Confluence for cloud migration. Among other things, TIMETOACT removed unused configurations to ultimately migrate only what was actually needed.

Migration

TIMETOACT then set up the cloud instances for Jira and Confluence and migrated the server products.

Alternative applications

Not all applications that work on server products can be replicated in the cloud in the same way – this was especially true for Confluence. For example, the cloud version of the Scroll Viewport app allowed third parties to access pages in Confluence that were supposed to be private without restrictions. TIMETOACT researched alternatives in the Atlassian Marketplace for these and other applications. Scroll Viewport was replaced in the cloud with the Refined tool, which fulfills the desired functions equally well.

Testing

The migrated cloud products were thoroughly tested and adjusted accordingly if errors were found.

Go-Live

Finally, TIMETOACT went live with Jira and Confluence so that all relevant parties could work with the tools again.

Post-Migration

Even after the system went live, TIMETOACT remained available to solvatio AG and resolved any remaining discrepancies that arose after the migration.

Cloud migration at a fixed price

solvatio AG benefited from one of the cloud migration packages for projects, enabling cloud migration of Atlassian products at a fixed price. The degree of complexity of the migration is first determined in an assessment, based on the number of products, among other things. On this basis, TIMETOACT determines the costs for the project. These remain unchanged, regardless of whether the migration takes longer than initially planned. Customers, therefore, pass on the risk, which always exists in such projects, to TIMETOACT.

Customer Support Is Available Again Without Any Problems

The project was successfully completed - TIMETOACT migrated Jira and Confluence within the set time frame. solvatio AG benefits from the following advantages:

Fully functional customer support

Customer support works flawlessly, and employees and customers can easily access the tools.

Access from anywhere

Distributing access to Jira and Confluence is much easier and more secure in the cloud. solvatio AG can therefore collaborate more effectively with external partners.

Products in the solvatio AG branding

In the cloud, products can be customized to display them individually in the solvatio AG design. This strengthens the company's corporate image both internally and externally.

"Despite time pressure and the short-term nature of our problem, TIMETOACT supported us professionally throughout the entire project. Their high level of technical expertise and fast working methods were the key to this."

- Christian Staab, IT Administrator, Solvatio AG

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