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Incidents and Maintenance

StatiBeat is built to make service communication easier for your team and clearer for your customers.

Incidents​

Use incidents for unplanned service problems.

The incident workflow lets operators:

  • create an incident
  • identify affected services
  • publish updates
  • change impact as the situation changes
  • resolve the incident
  • reopen it when policy allows
  • publish a post-incident report after resolution

During an incident, focus on clarity:

  1. Say what is affected.
  2. Say what users may experience.
  3. Say what your team is doing.
  4. Keep updates consistent.
  5. Close with a clear resolution.

Customers do not need every internal detail. They do need confidence that you understand the problem and are actively responding.

Maintenance​

Use maintenance for planned work that may affect users.

The maintenance workflow lets operators:

  • create a maintenance window
  • select affected services
  • schedule start and end times
  • publish updates
  • use preset messages
  • mark maintenance complete
  • cancel a maintenance window

Maintenance updates should make timing and impact easy to understand:

  • what is changing
  • when work starts
  • who may be affected
  • when users should expect things to be normal again

Post-incident reports​

Resolved incidents can include a Post-Incident Report.

The live incident timeline explains what changed while the issue was active. The post-incident report explains what happened after the fact.

Drafts stay admin-only until an operator publishes them. Public readers see the report only after it is published.

Use a post-incident report when customers need a fuller explanation than the live timeline provides.

Historical backfill​

Historical backfill is for reconstructing a real past incident or maintenance window.

Use it when you are:

  • importing history from another system
  • correcting missing incident history
  • documenting maintenance that happened before the page was fully set up

Backfilled events should use the real historical times. They appear in history and feeds, but should not surprise subscribers with old notifications.

Good operating habits​

  1. Prepare incident and maintenance message templates before you need them.
  2. Keep affected services aligned with the public hierarchy.
  3. Publish short initial updates quickly.
  4. Use follow-up updates to add detail as confidence improves.
  5. Review the public timeline after resolution.