Status page and incidents
Publish component health, open and update incidents through their lifecycle, and keep customers informed on a public status page.
The status page is how you tell customers the truth about your service, especially when something is wrong. Communicating clearly during an incident builds more trust than pretending nothing happened.
Components
A status page is built from components: the parts of your product you report on (for example, API, Dashboard, Webhooks). Each component has a name, an optional description, an order, and a current status:
| Status | Meaning |
|---|---|
| Operational | Working normally. |
| Degraded | Working, but slower or partially impaired. |
| Partial outage | Some functionality is down. |
| Major outage | The component is down. |
| Maintenance | Planned maintenance is under way. |
Incidents
An incident is an event affecting one or more components. It has a title, an impact level (none, minor, major, critical, or maintenance), and a status that moves through a lifecycle:
- Investigating: you know there is a problem and are looking into it.
- Identified: you have found the cause.
- Monitoring: a fix is in place and you are watching.
- Resolved: the incident is over.
Incident updates
You keep customers informed by posting updates on an incident. Each update carries the incident's status at the time it was posted, so the incident reads as a timeline: what you knew, when, and what you did. An incident records which components it affects, so the status page can show the right component as impaired while the incident is open and clear it when resolved.
Who manages it
Managing the status page (components and incidents) is an Admin and Owner task. The public status page itself is one of your customer-facing surfaces and can appear as a status module in the chat widget's home and in the widget's full-page portal.