Uptime.com Blog
Learning Moment: Effective Customer Communication During Incidents – Enhance Visibility & Response with Uptime.com
The recent global outage caused by an operating system update reminded me of how vulnerable we are today and most importantly, how close we are always teetering on global scale incidents with millions of interconnected dependencies. When the base of the house collapses, everything built on top is impacted. Those of us in IT Operations, Monitoring, Observability (insert the current acronym), etc., know firsthand this risk; we face it every day.
Incidents WILL Happen – Are you ready?
The incident today impacting millions of customers and thousands of businesses globally reminded me of a key philosophy I preach to everyone: it will fail. You will have an incident and it will impact your business no matter what you do to prevent it. According to recent stats from IT polls and conversations with our customers, businesses today rely on 90% SaaS-delivered solutions. That’s a lot of dependencies on services and solutions that may or may not be built redundantly or highly available.
Architecture failures, human error, bad code, software bugs, network failures, performance issues, degraded endpoints, or, in this recent case, the one leg of the house failing—you name it—you need to be able to communicate to customers what is happening. Here at Uptime.com, we provide solutions to both of these areas: Monitoring and Status Page. You can’t have one without the other and that is why we continue to invest heavily in incident management, Status Page, and constantly improving our core monitoring products.
What did Uptime.com See?
During this recent incident, we saw our customers posting on their Status Pages that they were not impacted or, in the case of being impacted, communicating to their customers how they were impacted and when it would be resolved. Our alerting infrastructure saw a 4x increase in alerts, notifying our customers that their systems were impacted and quickly responding on their Status Pages powered by Uptime.com.
My reminder to our fellow IT family—hang in there—Uptime.com is here to help you in the future. Our on-premise monitoring and Status Page communication platform is ready to help you manage your next incident.
//Jonathan
CEO and Head of Product at Uptime.com
How Uptime.com can help!
Uptime.com provides comprehensive website monitoring solutions that can help businesses detect and respond to outages quickly, minimizing downtime and ensuring continuous service availability. Here’s how Uptime.com can assist:
Real-Time Monitoring – Cloud, Hybrid, On-Premise – Anywhere your App runs
Uptime.com offers real-time monitoring of websites and web applications, providing instant alerts if any downtime or performance issues are detected. This allows businesses to respond promptly and address issues before they impact users. In Cloud, behind the firewall, on-premise, you name it we are there. Our Private Location monitoring solves application anywhere monitoring.
Detailed Reporting and Analytics
With detailed reporting and analytics, Uptime.com helps businesses understand the root causes of outages and performance issues. This data is crucial for improving infrastructure and preventing future incidents.
Uptime Global Observability Network
Uptime.com monitors from multiple locations worldwide, ensuring that businesses have a comprehensive view of their service availability from different regions. This helps in identifying and addressing region-specific issues promptly.
Incident Communication – StatusPage – Let your customers know when it fails!
Uptime.com enables communication to customers via our advanced StatusPages providing Real Time visibility to outages around the globe. Keep your customers up to date in real time. A single platform – monitoring, incident management and communication.
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