How do you handle production outages?
Every platform we build includes monitoring and alerting from day one, which means most issues are caught before a customer ever notices. But when something does go down, having a clear process matters more than anything else — panic and guesswork make outages last longer than they need to.
Here's exactly what happens when a production issue is flagged, whether it's caught by our monitoring or reported by your team.
Our incident response process
- An alert fires automatically from uptime monitoring, or your team reports the issue directly to our support channel.
- An engineer familiar with your system acknowledges the incident within minutes on Premium plans, within one business day on Starter.
- We identify whether the issue is isolated or affecting multiple services, and communicate status to you as we go — not just at the end.
- Once the immediate issue is resolved, we run a root-cause review so the same failure doesn't repeat.
- You get a written summary of what happened, why, and what changed to prevent it.
Response times and coverage depend on your support plan. Premium includes 24/7 coverage for critical production issues; Starter and Advanced plans cover business-hours support with an on-call escalation option available on request.
If you're currently experiencing an outage, don't wait for a scheduled check-in — contact us directly through the quick support form or email, and reference your account so we can pull up your system's monitoring immediately.