Downtime is inevitable when running services online. Although we'll try our best to keep our services online for you, we may sometimes have slip ups. We'll do our best to communicate incidents effectively, in a timely manner and in a transparent way for you.
When our services do go down, it can be due to several reasons, and it might not even be our fault.
For example, services can go down if our cloud provider, Google Cloud Platform is having issues. Unfortunately, if this does happen, there's not much we can do apart from await further updates from the folks over at Google.
At Hyra, our incident response team follow the following steps to keep you informed.
Step 1: The StatusPage is updated.
We update our StatusPage first, whenever there is an incident to keep you informed of what's going on. Communication is one of our core values.
Step 2: Put the Development Team in the loop
Depending on who's on call in our incident response team, we may have to loop in our development if none of our team on call are trained/capable of looking into a fix.
Step 3: The Development Team investigates the issue
Our development team will investigate the root cause of the issue and update the StatusPage with the results.
Step 4: A fix is implemented
We'll implement a fix as soon as possible. Sometimes we may implement a temporary fix if a long-term fix isn't viable at the time.
Step 5: The fix is monitored
We'll monitor the deployed fix to ensure it resolves the issue. If it doesn't, we may go back to step 3 or 4.
Step 6: Resolution
If all is well, we'll mark the incident as resolved and all toast to success! Maybe not the last one. We'll apologise about the issues caused and will offer compensation to those who are protected under a service level agreement, if a breach has occurred.
Step 7: Post-mortem (optional)
If we have an extra big incident, we may write a post-mortem to be super transparent about what went on. This is to keep you in the loop, so you know exactly what happened and why it happened.
We try our best to ensure that services are maintained to the best of our ability, and work hard with various providers to ensure that our platform stays online.
For further information visit our StatusPage at https://status.hyra.work