Publish and manage incidents

Report incidents on your status page, post updates as you work through them, and notify subscribers at every step.

When something breaks, your status page is where customers look first. Hyperping lets you publish an incident, attach it to the affected services, and keep the timeline updated until resolution. Subscribers are notified on the channel they picked, so your support inbox stays quieter during an outage.

• Announce a degraded third-party dependency that your monitoring may not catch.
• Keep customers informed during an outage without leaving your incident workflow.
• Build a public history that shows how you communicate when things go wrong.

Manual incidents and automated outage detection

Incidents appear on your status page in two ways:

• Hyperping monitors your services and automatically creates incidents when outages are detected. The affected service is marked as down on your status page without any manual work.
• You can also declare incidents yourself from the dashboard, with a description and immediate team notification. Use manual incidents for problems your monitoring cannot see, such as a degraded feature that still returns a 200, or an upstream provider issue.

A manual report has a criticality, either incident or outage, which reflects how severe the event is. The incident calendar shows outages in red and incidents in amber.

Create an incident from the dashboard

1. Create a new incident

   Open your project dashboard and create a new incident.

2. Write a clear title

   On multi-language status pages, you can provide the title in each language of the page.

3. Choose the type

   Either outage or incident, reflecting how severe the event is.

4. Select the affected services

   This determines which components show as impacted, and which subscribers get notified.

5. Choose the status pages

   If you run several status pages, choose which pages the incident is reported on.

6. Publish the first update

   Write the first update, usually an investigating message, and publish.

Post updates through the incident lifecycle

An incident is a timeline of updates. Each update has a status that tells visitors where you are in the resolution process:

You do not have to go through every status. A short incident can jump from investigating straight to resolved. Use rich text formatting in the update body to keep longer updates readable.

How subscribers get notified

Visitors can subscribe to your status page through up to four channels: email, Slack, Microsoft Teams, and SMS. Every update you publish notifies subscribers on the channel they chose. See Subscribers for how each channel works and how to enable them.

Notifications are scoped by the services you select on the incident. Subscribers who follow specific services only hear about incidents affecting those services.

SMS notifications to subscribers require connecting your own Twilio account. Follow the SMS notifications guide to set it up.

Acknowledge and escalate monitor-detected outages

When a monitor detects an outage, your team is alerted through your configured notification channels. Acknowledging the outage takes ownership of it and stops the escalation chain. If nobody acknowledges within the delay defined in your escalation policy, the alert escalates to the next level on a different channel.

With the Slack integration, you can acknowledge incidents directly from Slack without opening the dashboard. Hyperping tracks who acknowledged each incident and how long it took, so you can measure MTTA and MTTR across your team.

Post incident updates to a Slack channel

The Slack Incident Manager integration posts to your preferred Slack channel every time you manually publish an incident to your status page. You can create a new channel for every incident, or use a permanent one. After connecting Slack, invite the @Hyperping Ongoing Incident bot to the channel of your choice.

Setup instructions are in the notification channels guide.

Show your incident history

Resolved incidents remain visible in the incident history of your status page.

Moving from StatusPage.io? You can bring your historical incidents and maintenances with you using the import tool.

Automate incidents with the API

Everything above can be done programmatically. The Incidents API lets you list, create, update, and delete incidents, and add updates to an existing incident, using the same update statuses as the dashboard. Titles and update text accept localized values for multi-language status pages.

For example, create an incident with its first investigating update:

curl -X POST https://api.hyperping.io/v3/incidents \
  -H "Authorization: Bearer ${API_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{
    "title": {
      "en": "We are investigating the issue",
      "fr": "Nous enquêtons sur le problème"
    },
    "type": "outage",
    "affectedComponents": ["comp_123"],
    "statuspages": ["sp_123"],
    "updates": [
      {
        "date": "2023-10-01T13:00:00Z",
        "text": {
          "en": "We are investigating the issue",
          "fr": "Nous enquêtons sur le problème"
        },
        "type": "investigating"
      }
    ]
  }'

{
  "uuid": "inci_cDAqydvnNnyc8D",
  "date": "2023-10-01T13:00:00.000Z",
  "title": {
    "en": "We are investigating the issue",
    "fr": "Nous enquêtons sur le problème"
  },
  "type": "outage",
  "affectedComponents": ["comp_123"],
  "statuspages": ["sp_123"],
  "updates": [
    {
      "uuid": "upd_abc123",
      "date": "2023-10-01T13:00:00.000Z",
      "text": {
        "en": "We are investigating the issue",
        "fr": "Nous enquêtons sur le problème"
      },
      "type": "investigating"
    }
  ]
}

Start with Create an incident and Add an update.

Next steps