Roles and responsibilities in the migration process
While the FastShift program is aimed at accelerating progress and helping teams adopt Atlassian’s Cloud apps, customers and the teams involved must actively fulfill certain responsibilities to ensure success.
Roles and responsibilities of the FastShift team
The dedicated FastShift team will include:
FastShift Delivery Manager: The primary point of contact and program owner. They will lead and manage the entire migration process, coordinating efforts across your teams, Atlassian, and your Cloud-Specialized Partner.
Migration Support Engineer: Will provide expert high-touch technical support for the migration of product data, working directly with internal teams to address and resolve any technical challenges.
Customer Success Manager: Will drive user adoption and change management by curating learning pathways, facilitating workshops, and aligning migration strategies with business goals.
Atlassian FastShift Sponsor (for some participants): The main point of contact for your escalations and will coordinate with internal teams to develop necessary tooling and enhancements for migration success.
This team will partner with you throughout the entire engagement, ensuring a seamless transition while minimizing potential challenges.
The following are the team’s responsibilities:
Validation and testing
Our team will assist with and/or conduct initial test migrations, identify any issues, and recommend and/or implement solutions to ensure a smooth transition.
Production migration support
The team will assist with the production migration and address any issues that arise during user acceptance testing (UAT).
For app migrations
We will conduct or assist with test and production migrations for third-party apps for Jira, Confluence, and Jira Service Management that have automated migration pathways via Atlassian’s Cloud Migration Assistants. Atlassian can engage and collaborate with third-party Marketplace partners. Read about Marketplace migration apps for Jira and Confluence
Weekend support
We offer weekend support during agreed production migration windows to accommodate swift migration timelines.
Organizational change management planning
Your Customer Success Manager will help you develop a detailed communications plan, migration knowledge hub, FAQ, and provide resources for training.
Post-migration support
After the migration, we will assist with or complete validation checks and any necessary post-migration tasks as outlined in the agreed run-book.
High-touch technical support (hands-on-backup)
The dedicated Migration Support Engineer can provide high-touch technical support ranging from in-depth assessment to validation and executing test migrations. This includes:
Support troubleshooting and rectifying data inconsistencies to prepare your data for your production migration.
Assistance in documenting key migration objectives and decisions, as well as helping monitor progress, ensuring that all stakeholders are on the same page.
Support or execution of test migrations for the following self-managed Atlassian products to Atlassian Cloud: Jira, Confluence, and Jira Service Management.
Assistance migrating Atlassian Marketplace apps with automated migration pathways.
Reasonable effort in resolving support requests related to the migration submitted during the term of the program. However, we can't guarantee that all requests will be resolved prior to the program’s completion.
For the fastest migration time, we recommend that our migration support engineer provide “hands-on-backup” support, where you provide the backups and attachments, and we handle the technical details. Alternatively, our migration support engineer can provide “over-the-shoulder” support, where we advise you as you manage your data migration.
Responsibilities of the customer
Customers also have responsibilities that they will need to fulfill to ensure a successful migration.
Migration planning
You will work with Atlassian and/or a Cloud-Specialized Partner to develop the migration run book and confirm readiness for production migration.
Data preparation
If you select “hands-on-backup” with high-touch technical support, you’re responsible for performing the necessary data cleanup and transferring the database backups to Atlassian. Your database backup will be restored to an environment that will only be accessible to a small subset of Atlassians.
If you select “over-the-shoulder” support, you commit to executing the necessary changes to your product data in a timely fashion under the direction of your migration support engineer.
Issue resolution
You will assist in resolving issues identified during testing by following recommended solutions.
App testing and migration
You will conduct test and production migrations for any third-party apps and customizations that don’t have automated pathways.
You will conduct user application testing (UAT) of app migrations, and work with app vendors to ensure that your desired use cases can be achieved in cloud-based versions of third-party apps.
Production migration validation
You will be responsive during the agreed-upon production migration window (which includes weekend days, if applicable) to promptly address any issues with Atlassian and validate the production migration once it is complete.
Adoption support
You will facilitate change management and cloud adoption within your organization.
For assistance with these responsibilities, you can also consider engaging a Cloud-Specialized Partner.
Working with Cloud-Specialized Partners and Marketplace Partners
Customers can also choose to include a Cloud-Specialized Partner (for an additional cost) who has experience migrating customers to cloud to take on all of the customer’s FastShift responsibilities, enabling a successful migration. Cloud-Specialized Partners also offer a variety of services that can enhance your migration experience and post-migration outcomes, such as but not limited to:
Expertise beyond FastShift scope: While FastShift accelerates core Atlassian product data migration, Cloud-Specialized Partners handle critical tasks not covered by the program, such as strategic transformation management, refactoring customizations, integrating third-party apps, managing complex workflows, and more.
Change Management and adoption: Partners provide advanced change management and user training and help drive the adoption of new cloud capabilities, enabling you to realize the full value of their cloud investment post-migration.
How Atlassian works with your Cloud-Specialized Partner as part of FastShift
Atlassian and the Cloud-Specialized Partner will follow a structured co-delivery model where Atlassian will collaborate with the Partner to assess your migration needs, define a clear migration strategy, and implement a tailored migration plan to ensure a smooth experience for you.
If you are not already engaged with a Cloud-Specialized Partner, Atlassian can recommend a partner to assist with your FastShift migration based on your unique migration needs and their capabilities and capacity. All Cloud-Specialized Partners are qualified to work with Atlassian on a FastShift migration.
Responsibilities in engaging Marketplace Partners
If you choose not to use a Cloud-Specialized Partner, you will need to engage with Marketplace Partners to ensure that your desired use cases can be achieved in the cloud-based versions of their third-party apps.
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