Elevio Status
Real-time updates of Elevio issues and outages
Elevio status is Operational
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Last updated 1 minute ago from official status page. Learn more
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Elevio Outage Survival Guide
A step-by-step guide to help you survive a Elevio outage
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- Subscribe to status updates: Sign up to StatusSight to get real-time updates about the current Elevio outage. You'll be able to choose from 3,000 services to monitor and create a custom status dashboard for all the services you rely on.
- Inform your team of the outage: Immediately notify your team about the Elevio outage and why you believe you might be affected. Ask for their help in researching the impact of this outage on your customers.
- Send a message: Notify your team through your chat platform (e.g. Slack, Microsoft Teams, or Google Chat) to quickly inform them that Elevio is down.
- Send an email: Email your team if your team communicates through emails.
- Assess impact: Evaluate the scope and severity of the issue. Identify which services are affected and the extent of the disruption.
- Check your logs and monitoring tools: Check your server logs and monitoring tools (e.g. Datadog, Sentry, Pingdom, PagerDuty) to see whether the outage had affect on your systems.
- Search for new customer complaints: Look for recent customer emails, support tickets, and social media posts to learn if the outage affects your customers.
- Inform your customers of the incident: It's crucial to notify the customer of the issue within 30 minutes, even if you don't have all the answers yet.
- Prepare a message: Prepare a single message to explain the situation clearly and consistently across all channels.
We are currently experiencing issues in our service as a result of a Elevio outage.
Our service relies on Elevio for [something], and unfortunately, that outage directly affects our service.
Our team is closely monitoring the Elevio outage while working on a remediation plan.
We will provide updates as soon as possible to keep you informed on our progress.
Thank you for your understanding and patience. - Email your customers: To ensure you reach all your customers, email them through your email marketing platform or CRM (e.g. HubSpot, SendGrid, Mailchimp).
- Contact Elevio about the outage: Let them know how their outage is affecting your business and to get an ETA on the resolution.
- Post a tweet: Be sure to tag Elevio to grab their attention.
- Start a support ticket: through their website at elev.io/contact.
- Send an email: Send them a detailed email to support@elev.io to ensure they are aware of the issue. Include specifics about how the outage is affecting your operations to help them prioritize the issue.
- Mitigate the impact: Determine actions you can take to reduce the impact of this issue on your customers or team.
- Engage your team: Engage key team members to assist in the planning and implementing a remediation.
- Consider alternative services: Consider temporarily (or permanently) switching to one of the Elevio alternatives.
- Develop a plan: Develop a quick plan to address and mitigate the impact of the outage on your business.
- Prioritize actions: Start by fixing things that have a critical impact on your business.
- Implement mitigation with team: Implement the mitigation and workarounds necessary to minimize the impact of the outage.
- Document changes: Write down any changes, patches, hacks, or workarounds made, to ensure they can be reverted once the issue is resolved.
- Stay calm: Focus on manageable tasks that you can control, and maintain a calm demeanor to set a positive example for your team. Remind yourself and your team that the situation is temporary and you have a plan in place.
- Keep communicating: Keep your team and customers informed to help manage expectations and reduce uncertainty.
- Send regular updates: Provide updates every 1-2 hours, or immediately if there are significant developments.
We are continuing to work on resolving the issue affecting our service due to a Elevio outage.
Our team is making progress, and we will keep you informed with regular updates.
Thank you for your understanding and patience.
- Elevio service is restored: It's time to do a happy dance 🎉
- Confirm the service performance is restored: Once Elevio updates that the service is restored, ensure the service is performing as expected and no longer affects your business.
- Inform everyone the issue is resolved: Notify your team and customers that the issue has been resolved.
- Let your team know: Notify your team that the service has been restored and normal operations can resume. You can send a message (Slack, Microsoft Teams, or Google Chat), or an email.
- Notify your customers: Notify customers immediately after you confirmed the issue is resolved and no longer impacts them
We are pleased to inform you that Elevio outage has been resolved, and as a result, our service is now operating normally.
We're learning from this incident and will take steps to prevent future occurrences. We will follow up with an incident report in the next few days.
Thank you for your patience and understanding during this time.
- Do a postmortem: In the following day or two, conduct a postmortem to analyze the outage, identify the root cause, and prevent future occurrences.
- Collect data: Gather the incident logs and timeline from the Elevio status page. Collect all analytics, server logs, and communication records throughout the incident.
- Assess the impact: Assess the impact of the outage on revenue, productivity, and customer satisfaction. Calculate any losses incurred and damage done (customers, revenue, reputation, data loss, etc.)
- Meet with your team to do a postmortem: Walk through the incident timeline with your team. Present the data collected and the impact assessed. Evaluate the effectiveness of your incident response for this outage. Identify what went well and what could be improved. Ensure the meeting is recorded or someone is taking notes so the findings could be documented.
- Create a shared postmortem document: Create a postmortem document and share it with the extended team.
Store it in a place that's accessible for future reference such as your Notion, Confluence, or Google Drive. - Send a follow up to your customers: Send a follow-up communication within 2-3 days after the resolution. This should include a summary of the incident, actions taken, lessons learned, and any steps to prevent future occurrences.
Dear customers,
Following the recent issue affecting our service due to a Elevio outage, we would like to provide a summary of the incident, the actions taken to resolve it, and the steps we are implementing to prevent future occurrences:
[Summary of the incident]
Thank you for your continued support.
- Enhance future preparedness: Ensure you're equipped to handle any future external service outages
- Update response plan: Update your internal processes based on lessons learned. Incorporate any new strategies and tools that can help manage future outages more effectively.
- Sign up to StatusSight: If you haven't yet, sign up to get real-time monitoring for the services you rely on, and stay ahead of any future outages. It's completely free!
Elevio Components
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Elevio Content Management
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Elevio Infrastructure
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Dashboard / API Servers
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Queue Server
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AWS cloudFront
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AWS s3-us-standard
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Elevio Partners
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Help Scout Help Desk API
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Help Scout Docs API
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Desk API
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Uservoice API
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Segment Analytics.js CDN
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Elevio Additional Services
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Payment Gateway
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Error Reporting
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