Plan requirement
| Subscription | Any plan |
We watch four things around the clock and write to you when one of them is in trouble, usually before anyone on your side has had to notice.
What is being watched
- Zendesk ticketing, so a customer who writes in still reaches you.
- The Wildix phone system, which is your own platform rather than the network around it.
- The Wildix CLASSOUND trunk.
- The pluscloud Multi Carrier trunk.
The last two are the routes your calls travel over, and they are watched separately from the phone system itself. That split is why a notification can say your system is fine while calls are not, or the other way round.
Call quality is measured as well, not only whether a route is up. On the Multi Carrier trunk we track the mean opinion score over a rolling 24 hours, where 4.0 and above counts as good. A route that is technically working but scoring below that is a problem worth a message, and it is the kind of thing nobody reports because each individual call merely sounded a bit poor.
What a notification says
An email with what we have seen and, where we know it, what is being done. Every report carries a phase, and the phase is the quickest way to read how far along it is.
| Phase | What it means |
| Investigating | Something is wrong and the cause is not known yet. |
| Identified | The cause is known. This is usually the point where we can say whether it affects you. |
| Monitoring | A fix is in place and we are watching whether it holds. |
| Resolved | Over, with the time it was restored. |
| Scheduled | Planned maintenance that has been announced but has not started. |
Why you sometimes hear about nothing
We would rather tell you early than be certain first. A notification at Investigating is what monitoring saw, not a conclusion, and some of those resolve themselves before anyone acts.
That is a deliberate trade. Waiting until we are sure would mean you hear about a real outage later than you could have.
Who should be on the list
Someone who can act, or at least tell the people who answer the phones. A shared mailbox nobody watches is the same as no notification at all. Worth reviewing when people change roles, because these lists outlive the person they were set up for.
What to do when one arrives
Read what it says before assuming. Where it concerns one of the trunks, calls are usually already being routed around the problem and there is nothing for you to do. Where it concerns your own phone system or your Zendesk, it is worth checking whether your team is seeing what we are seeing.
Replying to the notification reaches us, and telling us what you see from your side is the fastest way to narrow it down.
Comments
0 comments
Article is closed for comments.