Incident Management
Create and manage incidents to keep your community informed during service disruptions.
What is an Incident?
An incident represents a service disruption, degradation, or issue that affects your community. When you create an incident, all subscribers are automatically notified and the status page updates in real-time.
Creating an Incident
Follow these steps to report a service incident:
Step 1: Start Incident
Click "Create Incident" on your status page dashboard or from a component
Step 2: Add Details
Provide incident name, description, and affected components
Step 3: Set Status
Choose incident severity level (Investigating, Identified, Monitoring, Resolved)
Step 4: Publish
Incident is posted to status page and subscribers are notified
Incident Status Levels
Investigating
You're aware of the issue and working on it. Unknown ETA.
Identified
Root cause found. You know what's wrong and are fixing it.
Monitoring
Fix deployed. Monitoring to ensure full recovery.
Resolved
Issue completely resolved. Services back to normal.
Incident Updates
Keep your community informed by adding updates to ongoing incidents:
Adding Updates
Click "Add Update" on an active incident to post a status update
Update Frequency
Post updates every 30-60 minutes during active incidents
What to Include
- • Current status and latest findings
- • What's being done to resolve it
- • Estimated time to resolution
- • Affected services and workarounds if available
Example Incident Timeline
14:35 UTC
Incident Created
Database connectivity issue detected
14:42 UTC
Investigating
Team identified issue with database server connection
15:10 UTC
Identified
Root cause: Network misconfiguration. Fix in progress
15:25 UTC
Monitoring
Fix deployed. Monitoring connection stability
15:35 UTC
Resolved
All systems back to normal operation
Incident Types
Different incident types help categorize issues:
Outage
Service is completely offline
Degradation
Service running slowly or with reduced functionality
Partial Outage
Some users or features affected
Maintenance
Planned downtime for updates
Resolved Incidents
Resolved incidents are archived automatically:
Visibility
Appears in incident history for 90 days by default
Post-Mortem
Add a post-mortem report explaining what happened and lessons learned
Analytics
Track incident duration, affected components, and impact metrics
Scheduled Maintenance
Plan and announce maintenance windows:
Schedule Maintenance
Set start and end times for planned downtime
Advance Notice
Post maintenance notices days or weeks in advance
Auto-Resolution
Maintenance window automatically closes at scheduled end time
Component Status
Select which components will be affected by maintenance
Best Practices
- • Create incidents immediately when issues are detected
- • Update incidents regularly - at least every 30 minutes
- • Be transparent about the impact and timeline
- • Provide workarounds when possible
- • Post a brief post-mortem after resolution
- • Use clear, non-technical language
- • Mark as Monitoring before calling it fully Resolved