Topic: View the real-time status of reported incidents that affect your ability to use our platform via the Sendcloud Statuspage.
Statuspage
If you think you've encountered an issue with our platform, you can check the Sendcloud Statuspage to see if the incident has been reported. The Statuspage will reflect the current status of bugs and carrier outages which impact our users and keep you informed about when and how the issue will be resolved.
What are incidents?
Sendcloud works with a multitude of partners across the shipping and e-commerce landscape. We closely monitor the performance and stability of each of these connections, and as a result, are able to detect and report issues almost as soon as they occur.
However, it can be that a particular connection to one of our partners can experience intermittent issues or downtime. We refer to these issues as 'incidents'. These incidents can result in the Sendcloud platform not performing according to the usual process.
- From the carrier side, this can result in issues such as failure to create labels, or delay in sending status updates.
- From the e-commerce side, examples of incidents include no orders being imported, or inability to push website feedback.
- From Sendcloud's side, it could be that a particular feature is not working as intended.
How are incidents reported?
Sendcloud will declare incidents on the Statuspage only when an issue is detected by our monitoring systems and persists for more than 30 minutes*. Incident reports include the following information:
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Title
This will refer to whether the incident is related to a carrier, to a shop system or to a Sendcloud feature. We will also mention which market is affected, if applicable. -
Message
A description of the particular incident will be noted here. -
Components
Components refers to which part of our system is affected by the incident:-
Sendcloud (platform or feature related);
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Carriers (specific carrier or shipping method); and,
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Integrations (webshop systems)
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Impact status:
There are several impact statuses known for an incident: Operational (green), Degraded performance (yellow), Partial outage (orange), Major outage (red) or Under maintenance (blue).
*Unless the incident is related to a defect change in code, in which case the incident is reported immediately.
Statuspage updates
Incidents can be updated to one of 4 statuses:
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Investigating (Sendcloud is investigating the cause of the issue)
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Identified (the cause of the issue has been found)
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Monitoring (a solution has been found, and Sendcloud will now monitor the results of the solution)
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Resolved (when the solution is stable for more than 10 minutes, the incident is considered resolved)