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Status Under review
Created by Chris Rosa
Created on Mar 24, 2022
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit CUSTCOM-I-5470 Email Notification for all Incidences (Service Down).

Your status page really needs an upgrade. Merged

There's been widespread service disruption the last couple days. Yesterday https://status.ringcentral.com/ was lit up like a Christmas tree. But I went back today, and it's all green with no information, and our support tickets were basically just closed with little to no details.

When a company like RingCentral is providing such a core service for so many other companies, information and transparency in these situations are key to building trust. Something like Atlassian's Statuspage is really helpful in this regard. Plus it also has a way to subscribe for notifications via email, Slack, RSS, etc. so admins can be informed ASAP.

Here's an example: https://status.helium.com/

Thanks

  • Chris Rosa
    Reply
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    Mar 25, 2022

    While that's a workaround for now, I don't really see that as a solution. I'm sure the TAMs are plenty busy. Why have them relaying information when the team that's responsible for managing the outages can just post the info in a central location themselves?

  • Andrew Goudy
    Reply
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    Mar 24, 2022

    For us the status page is generally updated relatively quickly. And out TAM communicated with us on the cause of the issue. the tickets tied to the larger issues typically get a root cause within 7 days sent to the person that opened the tickets. your TAM should be able to forward you the communucation about yesterdays outage and follow up with the larger issues.

  • Chris Rosa
    Reply
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    Mar 24, 2022

    P.S. This goes for all your services, not just Contact Center.