This blog post explains the importance of a well-designed self-hosted status page for communicating with customers during system outages. It details the various components a status page should include, such as:
A breakdown of system components and their operational status.
A history of past incidents and their resolutions.
Real-time updates on ongoing incidents.
Subscription options for keeping customers informed.
The blog post highlights the benefits of a status page, including improved customer experience, reduced support tickets, and increased transparency.
In the event of an outage, customers typically check their own systems first to see if the issue lies on their end or with their service providers. To minimize customer support tickets and frustration, it’s crucial to ensure your self-hosted status page offers all the necessary information.
Essential Components of a Status Page
System Components:
A well-designed system breakdown is key. Consider your system as a collection of interconnected components, including user-facing features, internal services, and microservices. Some components directly impact end-users, while others provide critical support for those features. A self-hosted status page should clearly outline these user-facing components and their dependent elements, along with their current operational status.
An easy way to achieve this is to prioritize components that are:
- Directly used by customers
- Essential for user-facing services
- APIs consumed by users
Operational Status:
Following the breakdown of your system’s components, the initial section of your status page should feature a table or list that outlines each component and its corresponding operational status. This status should clearly indicate whether the component is fully functional, partially operational, or experiencing an outage.
Some status pages may also include a graphical uptime history for each component, showcasing the system’s reliability over time. Uptime statistics, such as “99.988% uptime for the last 90 days,” can be helpful for customers to understand any historical downtime patterns.
Incident History:
The incident history section typically provides a chronological account of system-impacting incidents, including their current resolution status. This offers valuable insights for users regarding past incidents, the resolution actions taken, and the overall impact on their experience. Transparency in resolution activities builds trust with customers.
Incident Status:
During a service-affecting incident, it’s vital to keep users informed beyond simply acknowledging the issue. Regular updates on the progress towards resolution should be posted within the incident history section of your status page.
Subscription Options:
Most self-hosted status pages allow users to subscribe for updates, typically via email. Any updates pushed to the status page regarding incidents will be automatically sent to subscribers. This automated communication frees up your team to focus on resolving the issue rather than crafting individual emails or managing internal communication channels.
Twitter Updates:
Prior to the widespread adoption of status pages, organizations used Twitter to announce outages and service disruptions. While Twitter offered a way to reach a large audience, including paying customers, it is no longer the primary channel for such updates.
Today, a self-hosted status page is the preferred method. While you can include a Twitter updates section on your status page to acknowledge this alternative communication channel, most users will opt to subscribe for updates or visit the status page directly.
By implementing a comprehensive status page, you can streamline communication during outages, improve customer experience, and reduce support costs.
Squadcast is an Incident Management tool that’s purpose-built for SRE. Get rid of unwanted alerts, receive relevant notifications and integrate with popular ChatOps tools. Work in collaboration using virtual incident war rooms and use automation to eliminate toil.
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