Where to Check for Outages, Maintenance, and Announcements Print

Before you open a ticket

When something stops working, the first useful question is whether it is only affecting you. If we already know about a problem, we have already said so somewhere, and finding that out takes thirty seconds against the several minutes of writing a ticket and waiting for a reply.

Network Status

The Network Status page in your client portal is where we publish planned maintenance and any known issues affecting our servers. It is available once you are logged in, and it is the first place to look when your website or email is behaving oddly.

Planned maintenance is posted here in advance, so if you are scheduling anything important, a quick look tells you whether we have work planned that might overlap with it.

Announcements

Our Announcements section carries anything worth telling you about more broadly: maintenance and incidents, along with changes to our services, new features, and articles we think are useful. It is publicly readable, so it works even if you cannot log in for some reason.

Email

When something affects your services specifically, we email you about it. Planned maintenance that will interrupt your website, changes that need action from you, and significant incidents all get an email to the clients affected. Which is one more reason the contact details on your account need to be current and monitored, as our article on updating your account and contact details explains at length.

Social media

We also post on our social media accounts where it makes sense, which is useful precisely when our own systems are the thing having a problem. The exception is anything security related: we will not publish details of a security incident publicly while it is live, because doing so tells the wrong people exactly what to try. In those cases the affected clients are contacted directly instead.

If you cannot reach us at all

If our website and your client portal are both unreachable, check whether it is just you using downforeveryoneorjustme.com. If the world can see us and you cannot, the problem is on your side of the connection, and our article on website access issues covers the usual cause, an IP block triggered by repeated failed logins.

Either way, our Business WhatsApp on +27 72 270 9321 works when everything else does not, which is exactly what it exists for.

When to open a ticket anyway

Check the status page first, then open a ticket if:

• Nothing is posted and your service is still down.
• Something is posted but your symptoms do not match it.
• The issue was marked resolved and yours has not come right.

Do not sit waiting on a posted incident assuming yours is part of it. We would far rather receive a ticket that turns out to be covered by a known issue than have a client wait three days on an outage that was never affecting them. Our article on how to get support covers what to include so the first reply is the fix.

Good to know

Most planned maintenance is scheduled for the quietest hours we can find and passes without anyone noticing. When we do expect a visible interruption, we say so in advance across the channels above rather than hoping nobody looks. And if something breaks on our side unexpectedly, you will hear it from us, we would rather tell you plainly what happened than leave you guessing, which is a commitment you are welcome to hold us to.