Status and incident reports
This page describes what is monitored, how quickly an incident becomes visible and how you get told about it. It deliberately does not show the current state: a static page could only assert it, while the measurement lives in your account.
An assistant on a website is part of that website: if it does not answer, your visitors see it before you do. That is why the monitoring does not only check whether servers are running, but whether the chain that produces an answer works — from delivering the widget through the interface to the answer itself. What is measured and what happens during an incident is described here.
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What is monitored
What is monitored is the chain, not the individual server. Every point is checked from outside, the way a visitor to your website reaches it, and every measurement carries a timestamp. If a measurement fails, it counts as not measured, not as fine.
Widget delivery
Is the widget file delivered and valid? This point decides whether the assistant appears on your page at all — regardless of whether it could answer.
Interface
Does the interface accept requests and answer them within the expected time? Measured with a real request, not with a ping to the machine.
Answer path
Does a test question come back with an answer that references a source? This point also triggers when all machines are running but the answer fails to appear.
Reading sources
Are sources read and indexed within the intended time? A backlog here does not cause an outage but leads to outdated answers — which is why it is tracked separately.
Queues
A queue growing beyond its usual length is an early sign of trouble, before it reaches the visitor.
Certificates and access
Certificate validity and reachability of the login. An expired certificate silences the widget without any machine failing.
What happens during an incident
Detect
Monitoring runs without interruption and checks at short intervals. An incident is detected by the measurement itself, not by someone reporting it.
Classify
We distinguish degradation from outage: if the assistant answers more slowly, that is a degradation; if it does not appear or does not answer at all, that is an outage. The classification determines the channel and the speed of the report.
Report
An outage is reported to the address stored in the account, with what is known: affected part, start, impact. A report without a known cause is better than no report.
Fix and follow up
After the fix we add what the cause was and what has been changed so it does not repeat. Changes that come out of it appear in the changelog.
Monitoring runs without interruption and checks at short intervals. An incident is detected by the measurement itself, not by someone reporting it.
We distinguish degradation from outage: if the assistant answers more slowly, that is a degradation; if it does not appear or does not answer at all, that is an outage. The classification determines the channel and the speed of the report.
An outage is reported to the address stored in the account, with what is known: affected part, start, impact. A report without a known cause is better than no report.
After the fix we add what the cause was and what has been changed so it does not repeat. Changes that come out of it appear in the changelog.
Maintenance and planned work
Work that may cause an interruption is announced beforehand and scheduled for times of low usage. The announcement goes to the address stored in the account and names the time window and the affected part. Changes that can be delivered without interruption are not announced individually but recorded in the changelog.
What you can check yourself
- Does the widget appear on your page? If not, first check whether the snippet is still in the template and whether the domain is listed among the permitted domains.
- Does the assistant answer in the test area of your account? If it does but not on the website, the cause is the embedding, not the service.
- Does Operations show a measurement with a current timestamp? An old timestamp means no measurement was taken just now — which is itself a signal.
- Are the package quotas for the current month exhausted? Then the assistant answers in a limited way without there being an incident.
- Was a source removed or a tool switched off recently? The audit log shows it with timestamp and the account that triggered it.