Instance has disappeared from my Jamf account

[DavidSpribe]

Hello everyone!

Something strange happened about 32 hours ago - a main instance has disappeared from my Jamf account. I can't log in to <myinstance>.jamfcloud.com

Does anyone of you had such case? It's really frustrating, because it stops all the work in our company - we can't do onboarding (Enrollments), help employees to solve their Jamf-related problems and so on...

Jamf support replied about 13 hours ago. I have immediately answered their questions and since then, there is a silence from Jamf people's side.

Is there any way to see, if this instance was deleted by someone, or not?

[sdagley]

@DavidSpribe In addition to the support case I'd suggest emailing your Jamf CSM so they can check the status of your  account.

[DavidSpribe]

I got a reply from Jamf Support, that this case needs to be reviewed by the team, members of which do not work during weekends. So, we are waiting for Monday. Hope, they will recover our instance asap. Otherwise, it will be a disaster for us. Our employees are in about 18 countries and we support them remotely. It will be extremely hard to Enroll couple of hundreds of employees from the scratch

[AJPinto]

Yikes, I must parrot @sdagley . There is nothing any of us can do. Ping your Jamf rep, and get on the phone first thing tomorrow morning unless you have after hours support. This is not something I would let sit on a ticket.

I'd be shocked if Jamf cannot recover this, but I would really appreciate it if you follow up on this so we all know what the end resolutions is. Id also love to know the RCA, this is a bit fub.

[DavidSpribe]

Just wanted to know, if anyone had such case ever. Sure, I will let you know about results. What is RCA?

[sdagley]

RCA == Root Cause Analysis. AKA determining WTB (What the Bleep) happened in order to take steps to ensure it never happens again.

[DavidSpribe]

Well, Jamf Support guys were able to recover our instance and seems that it's working now. Waiting for RCA report.