Respond to incidents

An incident is an outage that we confirmed. Open Incidents in the sidebar to see all incidents of your team.

The Incidents page

• Period: 7 days, 30 days or 90 days. The default is 30 days.
• Tabs: Open, Resolved and All.
• Search: search by title, ID or cause. Open incidents always show, whatever their age. Resolved incidents show only inside the period.
• Filters: one monitor, one check type, and the sort order (newest, oldest or longest first). Click Clear filters to reset.

The key figures at the top:

• Open now: incidents that are still open.
• Time to acknowledge: the average time from the start of an incident to the first acknowledgement.
• Time to resolve: the average duration of the resolved incidents.
• Incidents and Total downtime in the period.

Incidents per day shows the last 12 weeks. Click a day to see the incidents of that day. Downtime by monitor shows the 5 monitors with the most downtime.

Acknowledge an incident

Click Acknowledge on the incident or in the list. This tells your team that someone works on it. The incident shows who acknowledged it, and the time goes into Time to acknowledge. You can acknowledge an incident once.

Add an internal note

1. Open the incident.
2. In the composer, select Internal note.
3. Type the note (up to 5000 characters).
4. Click Add note.

Only your team sees internal notes. Customers never see them. Use the timeline filter Notes to show only notes.

Post a status page update

1. Open the incident.
2. In the composer, select Status page update.
3. Choose the status: Investigating, Identified, Monitoring, Resolved or Scheduled Maintenance.
4. Type the message. You can start from a template.
5. Optionally, set Publish at to publish later. Leave it empty to publish now.
6. Keep Email the update selected to send it to the confirmed subscribers of those status pages, or clear it.
7. Click Post update.

Every status page update is public. It shows on the status pages that contain the monitor. An update with the status Resolved also closes the incident.

Subscribers get the email when the update is published. Status pages that turned off email about manual updates, private pages and pages with a secret link send no email. See Status pages for the limits. Internal notes are never sent by email.

Resolve an incident

Click Resolve and confirm. Usually you do not have to do this: an incident closes automatically when the monitor recovers. See Incidents and quorum.

You cannot open a resolved incident again. If the monitor fails again, a new incident opens.

Other actions

• Re-check now: runs the checks of the monitor again. Not for heartbeats.
• Mute alerts for 1 hour: snoozes the alerts of the monitor.
• View monitor and Copy link.
• Delete incident: removes the incident and its timeline.

Owners, admins and members can do these actions. Viewers can read incidents, notes and updates.

Export incidents

• On the Incidents page, select one monitor. Then click Export CSV to download the incidents of the period.
• On an incident page, click Download CSV, last 90 days.

The file contains the incident ID, monitor, check, status, start and end time, duration and cause.