Help / Troubleshooting and status
Where to look when something stops
Something is not working. This is the order to check things in, and what happens once you tell us.
Check the status page first
The status page is a separate page on a separate host. It does not read the product database and it makes no request back to the platform, so it loads when the product does not. That is the whole reason it exists, and it is why the page is plain: no scripts, no fonts, nothing that could fail with everything else.
It shows a component for each part of the product you would recognise, an entry for anything currently wrong, and every past entry with its full history. We do not delete entries after the fact.
If the page shows nothing and the product is still broken
Then we do not know yet. Tell us, using the support widget in the product. It sends the screen you were on and the version you were running with your message, which saves a round trip.
If you cannot reach the product at all, email the support address on your agreement.
What the severities mean
Every report gets one of four severities, and the severity sets how fast you hear back. The target is recorded on your ticket when it is raised, so a published target cannot change afterwards.
| Severity | What it means | First response |
|---|---|---|
| Severity 1 | The product is down for you | 30 minutes, any hour |
| Severity 1-S | We suspect data has been exposed | 30 minutes, any hour |
| Severity 2 | Working but degraded | 4 hours, business hours |
| Severity 3 | Everything else, including questions | 1 business day |
The first two page a person at any hour. The other two raise a ticket.
If you are unsure between two levels, pick the higher one. A severity we lower after looking costs us an afternoon. A severity we raise late costs you something we cannot give back.
What "first response" actually means
A person who has picked the incident up, telling you what is affected and when the next update comes. It is not an automated receipt, and it is not the fix. The fix takes as long as it takes; the response time is a commitment about being told.
What proves it worked
Open the status page while you are signed out of the product, or on a different network. It should load and show the component list. If it only works when the product works, the page is not doing its job and we want to hear about that too.
After an incident
Anything that affected you gets a written review: what happened, what it affected, what we did, and what changed so it does not happen again. It comes to you rather than being posted somewhere you would have to go looking.
One thing we will not do
We will not quietly downgrade a suspected data exposure. If we tell you we suspect one, you will hear the outcome either way, including when the answer turns out to be that nothing was taken.