Incidents and postmortems
A technical alert and a message to customers are different things. An incident connects them and keeps the history.
The task
During an outage, the team fixes, coordinates and answers customers all at once. Without a single timeline, details get lost and customers hear the news last.
How it is solved
An incident is opened from an alert or manually. The timeline is append-only, and the commander, responder and communicator roles are assigned explicitly. A customer update can be previewed as the customer will see it and published on the status page. After recovery, a postmortem with action items is written.
What is included
- An append-only timeline
- Roles: commander, responder, communicator
- Update templates by stage
- “As the customer will see it” preview
- Fixing a typo in a published update
- Update translations into the status page languages
- A postmortem with action items
Limitations
- Publishing updates is available to users with the permission to publish incidents.
What depends on the plan
This feature is available in every plan and has no separate limit.
Compare plansQuestions about this feature
Will customers see the team’s internal notes?
No. Public updates and internal work are separate: customers see only what has been published.
Can I fix a typo after publishing?
Yes. Only the text changes, and the stage and time of the update in the timeline stay the same.
Where it helps
Other features
All featuresCheck your services today
The free plan includes checks, a status page and a team of up to three people. The setup wizard takes you from a product to the first notification.