“Is Incident Management System really needed?” We keep frequently hearing this question from our customers about the real value of an incident management platform. Most of the small & mid-level companies mention to us that their businesses are doing well and hence there is no real NEED for an Incident Management Platform! This is a general misconception that exists in the minds of ...
Had any issues recently with #VodafoneDown or #WhatsappDown? #WhatsappDown was trending on Twitter recently on Jan 19th, 2020 with roughly about 8,256 Tweets in a span of few hours and over 2,500 reports and complaints. Users reported issues with sending and receiving images. A similar outage, of a bigger scale, occurred on March 13th 2019, touted as Facebook’s longest outage ever, causing disruptions for almost an entire day! Facebook shares dropped by 1.8% the next morning as a result, apart from a zillion negative comments on their overall management.
A recent report published by SpeedTest uncovered the extent of web outages faced by different industries, ranging from gaming to streaming services. While Instagram had the highest outage reports in Q4 of last year, Twitter saw the least. A total of 34,408 users from Facebook and Instagram reported outages during the peak downtime on Nov 28th, 2019.
If a multi-billion dollar company like Facebook is not immune to them, what about the smaller businesses and budding startups? Do you really want to have breaks in your journey even before it takes off? Umm, I believe not.
Ever wondered what are these “downtimes” people are talking about?
Incidents or Outages are unplanned interruptions to an organization’s operations, services or functions. They result in downtimes.
Downtime is a term used widely to indicate if a particular IT service is not available for usage. There could be different causes for a downtime such as hardware problems, human errors, power outages, security breaches, server OS issues et al. At times, they are inevitable. But you can plan and be better equipped with the tools to reduce the business impact.
For instance, if your website goes down, a simple alerting mechanism can help you take remedial actions such as redirecting your users to a static landing page while your Devops and Tech teams sink their teeth into the incident and figure out the root cause of the problem.
This is an example of effective Incident Management. Fixing the incident is important but prioritizing the end-user experience is imperative.
Follow these three minimum steps to deal with outage issues and protect your website.
1.Set up Monitoring
Simple website monitoring tools might be adequate to alert you when your website goes down. However, having an incident management platform will let you do much more!! They can help to integrate with your systems, notify the right people, collaborate across teams and provide detailed analyses on your incidents.
When such unforeseen events occur, OpsMagic makes sure it involves the right people to expedite the incident resolution and mitigates the damage caused to your business.
2. Set up a Downtime page
Build a landing page to inform your website visitors about your unavailability, so that you don’t infuriate your customers or damage your credibility. The messaging can be either straight forward or quirky that reflects your brand. Here are few messaging samples (from real companies) that can be used during downtimes.
Sample 1: The site is currently experiencing a higher than normal amount of load, and maybe causing pages to be slow or unresponsive. We’re investigating the cause and will provide an update as soon as possible.
Sample 2: Something is technically wrong. Thanks for noticing – we’re going to fix it up and have things back to normal soon.
Sample 3: Something is amiss. One of our servers is down, we’re investigating and resolving the issue this very second, and hope to have things back very soon. In the meantime, you can contact us at xyz. We appreciate your patience.
Sample 4: Service temporarily unavailable. We are obviously down, due to a massive power outage in the datacenter. Doing our best to get back online asap. Thank you for your patience.
Sample 5: We will be back soon. We are experiencing a bit of a hiccup at the moment and our website is affected. Sorry for any inconvenience, but we will be up and running in no time! Contact us here.
3.Make Regular Backups
Last but not the least, make a habit to take regular backups of your website. No amount of preparation can suffice sometimes to prevent an outage. It’s always a smart idea to keep backups ready which can be restored if you face an unforeseen downtime!If you need further information about our incident management solution or about our pricing plans, check out our website.