Incident communication
customers trust.
Incident communication software built on your status page. Publish an update once, and every subscriber hears it by email, Slack, Teams or SMS.
Incidents and maintenance on every paid plan. 14-day free trial, no credit card required.
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Free incident update generator. Pick the stage, get the message.
A ready-to-send update for every stage of an incident, on your status page, by email, in Slack or Teams, by SMS or on social media. Nothing to install, and nothing you type leaves your browser.
Publish it on your status page and every subscriber gets it by email, Slack, Teams or SMS.
Try it freeHow to communicate during an outage. Four updates, on a clock.
Acknowledge the problem within minutes, before you know the cause. Post again at each change of stage, and at least every 30 minutes while it lasts. Each update says what’s affected, what users see, what you’re doing and when the next update comes.
- Investigatingwithin 10 minutes
Say what’s affected and what users see, before you know why. A short update now beats a complete one in an hour.
- Identifiedcause found
Explain the cause in plain words and what you’re doing about it. Give an ETA only if you’re confident in it.
- Monitoringfix deployed
Tell users the fix is live and whether they need to do anything, like retrying a failed payment or signing in again.
- Resolvedback to normal
Confirm it’s over, how long it lasted and who was affected. Apologize once, then follow up with a post-mortem.
Publish once. Everyone who needs to know, knows.
- outage · API · down from 4 regionsservice shown down · status page
The status page knows before you do
When a monitor confirms an outage, the service turns red on your status page right away. Publish the incident from the outage, pick the affected services, and the first update goes out.
Incidents docs - update · identified · notify subscribers1,301 subscribers · 4 channels
Subscribers hear it on their channel
Visitors subscribe by email, Slack, Microsoft Teams or SMS through your own Twilio account, to the whole page or only the services they use. Each update reaches the people it concerns.
Subscribers docs - update · en · fr · de7 languages
Every update in their language
Write the title and each update once per language of the page: English, French, German, Dutch, Polish, Russian or Swedish. Visitors read the version they picked.
Languages docs - maintenance · every Sunday · 02:00 UTCnotice · 24 hours before
Planned work, announced ahead
Schedule a maintenance window once or on repeat. Notify subscribers when it’s scheduled or minutes to days before it starts, and pause the affected monitors so nobody gets paged.
Maintenance docs - banner · ongoing incidentin your app · in Intercom
Where your users already are
The status banner shows ongoing incidents and maintenance inside your own app, and the Intercom integration shows them in the messenger before anyone opens a ticket.
Status banner docs - incident · resolvedpost-mortem · published
Close the loop with a post-mortem
Publish a post-mortem on the resolved incident, kept as a draft while your team reviews it, or started from your internal one. It sits at the top of the incident on your status page.
Post-mortem docs
Your team, your agent, your scripts. One voice on the status page.
- 1
Your team in one Slack channel
The Slack Incident Manager posts every incident you publish, to a new channel per incident or to the one you pick, so support and engineering read the same words as customers.
- 2
Updates from your AI agent
With the MCP server, Claude, Cursor or any MCP client publishes, updates and resolves status page incidents, and schedules maintenance. get_outage_timeline gives it the facts for the post-mortem.
- 3
Or from your own tools
The REST API creates incidents with their title and updates in every language of the page, from a deploy script or your incident tooling.
> The API fix is out. Post a monitoring update on the incident.
get_status_page_incident { "uuid": "inci_8XkM2pQd" }
add_status_page_incident_update {
"uuid": "inci_8XkM2pQd",
"status": "monitoring",
"message": "A fix has been deployed and the API is back online. We're monitoring closely."
}
Posted on status.acme.com, subscribers notified.What teams say about Hyperping.
@hyperping is really amazing
Hyperping’s reputation in our company is that it’s more reactive than Datadog. We usually get notifications from Hyperping before Datadog.
We picked Hyperping to bring a high quality incidents and status reporting dashboard to our users.
We have the real-time alerts from Hyperping telling us if the app is down. These are sometimes arriving even before AWS notices or notifies us.
We couldn’t imagine running our SaaS business without Hyperping now.
Hyperping nails all aspects: from smooth setup to peace of mind and attentive customer service.
Templates and guides. For the next incident, and the one after.
Questions about incident communication.
What is incident communication?
Incident communication is how a team keeps customers and colleagues informed while a service is degraded or down: what’s affected, what’s being done and when the next update comes, until it’s resolved. It usually runs on a status page, with notifications by email, Slack, Teams or SMS and a post-mortem afterwards.
How do you communicate with customers during an outage?
Acknowledge the problem within minutes, before you know the cause. Post again at each change of stage (identified, monitoring, resolved) and at least every 30 minutes while it lasts, on a status page your customers can subscribe to. Keep each update short: what’s affected, what users see, what you’re doing, when the next update comes.
What should an incident update include?
Four things: the service affected, the impact users can see, what your team is doing, and when the next update will be posted. Add the cause once you know it and an ETA only if you’re confident in it. The free generator on this page builds that message for each stage and channel.
How often should you post incident updates?
At every change of stage, and at least every 30 minutes during a major outage even when nothing has changed, so customers never wonder whether you’re still on it. Say when the next update is due, and keep that promise.
Where can I find incident communication templates?
The generator on this page writes one for your stage, impact and channel. For ready-made examples, see the incident communication templates, the outage notification templates for email, Slack and SMS, and the post-mortem template generator for after the incident.
Does Hyperping publish incidents automatically?
No. When a monitor confirms an outage, the affected service shows as down on your status page right away, but the incident and its wording are published by your team, from the outage or the dashboard, or by your AI agent through the MCP server.
Which channels can subscribers use?
Email, Slack, Microsoft Teams and SMS, which goes through your own Twilio account. Subscribers can follow every service or only some, and anyone can follow the RSS and Atom feeds. See the subscribers documentation.
Which plans include incidents and maintenance?
Publishing incidents and scheduled maintenance, with subscriber notifications, is included in every paid plan, with a 14-day free trial. Essentials includes 100 subscribers. Pro includes 1,000 and adds SMS subscribers, private status pages and the Intercom integration. See pricing.