Status
Incident history
The status page goes live with the platform; components will appear as they are monitored. From then on, the incident history will list every platform incident with its severity, duration, affected components and root cause. SEV-1 and SEV-2 incidents get a written postmortem within 5 working days, explaining what happened, why, and the specific changes made so it doesn't happen again.
Incident history
Incidents are listed here once monitoring starts.
Severity levels
| Severity | Meaning | Updates |
|---|---|---|
| SEV-1 | A core component (Client OS, API, payments) is unavailable, or a security incident affects client data | Every 30 minutes |
| SEV-2 | Partial outage or serious degradation; a workaround may exist | Every 60 minutes |
| SEV-3 | Minor issue with limited impact | At start and resolution |
Duration runs from first customer impact to confirmed resolution.
Root causes
A one-paragraph summary on every resolved incident, written in plain language.
Postmortems
- Postmortem template:
- Summary: what happened, in 2–3 sentences.
- Impact: who was affected, for how long, and what they couldn't do.
- Timeline: detection, response, mitigation and resolution, with times in UTC.
- Root cause: the technical and process causes.
- What went well: what limited the impact.
- What we're changing: each action, its owner and due date.
Affected components
Subscribe to incidents
Email, SMS, webhook or RSS. Pick the components you rely on.
INCIDENT POST TEMPLATE
- Postmortem line: A postmortem will be published within 5 working days.
Frequently asked questions
SEV-1 means a core component such as Client OS, the API or payments is unavailable, or a security incident affects client data. SEV-2 is a partial outage or serious degradation. SEV-3 is a minor issue with limited impact. Severity sets how often we post updates.
Within 5 working days of resolving any SEV-1 or SEV-2 incident. Each postmortem covers the summary, impact, timeline, root cause, what went well and the actions we're taking, with an owner and due date for each one. Postmortems are linked from the incident entry.
Every 30 minutes for SEV-1 and every 60 minutes for SEV-2, by email, SMS, webhook or RSS if you've subscribed. Every update states when the next one is due, so you're never left guessing. SEV-3 incidents get an update when they start and when they're resolved. Updates are written in plain language, with times in UTC.
Platform security incidents that affect availability are posted here. Clients whose data is affected are also notified directly within 24 hours of confirmation, through their named contacts and Client OS, with details that can't be published. Each case also gets a written postmortem.
Platform incidents are tracked against the platform uptime view. Delivery commitments, such as engineer start dates, are covered separately by the Remote Pro Ai Guarantee, and any credits are applied on the client's next invoice.