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Service incidents at Auvik

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We know that when Auvik is unavailable, it impairs your ability to manage your client networks—so we work hard to resolve issues quickly.

During each incident, we follow a response process that places top priority on restoring service and communicating our progress to you until the issue is resolved.

For details about how to use the system status page, see About the Auvik system status page.

Auvik system status page

Our system status page shows you the current status of Auvik systems—the application, new signups, and the corporate website—including any scheduled maintenance. It’s where we announce service incidents and provide status updates.

For incidents with the Auvik application, we post to the system status page and also send a broadcast message that you see when you’re logged into Auvik.

We keep the system status page and broadcast messages updated until the issue is resolved. Once resolved, the broadcast message disappears.

You can also subscribe to receive updates when incidents are reported and updated.

Reporting an issue

When you experience an Auvik service interruption, it’s always a good idea to check the system status page first. If nothing has been announced, let us know about the issue by clicking Contact Us to open a chat or by reaching out to Auvik support.

Our system monitoring may alert us to the issue at the same time you experience it, but we still encourage you to reach out and let us know if you notice anything wonky. You might be able to give us additional information that can help us resolve the issue more quickly.

Anytime you experience an Auvik service disruption we haven’t posted about, open a ticket with our support team. We’ll investigate to determine the source of the problem. We’ll use the ticket you opened to keep you informed of the issue and resolution.

What we communicate

Auvik is committed to providing you with timely, substantive information about each incident that affects you. During an incident, our goal is to provide you with:

  • Acknowledgment of the incident and confirmation that we’re investigating,
  • Description of the incident’s impact on the whole system or specific components,
  • Periodic updates confirming our progress on resolving the incident, and
  • Confirmation when the incident is resolved.

It’s important to remember that we often don’t have a lot of information to share until after the issue has stabilized.

When an issue is reported, we change the status of the affected system according to the impact of the issue. There are five incident statuses:

  • Green - Operational
  • Blue - Under Maintenance
  • Yellow - Degraded Performance
  • Orange - Partial Outage
  • Red - Major Outage

For yellow, orange, and red incidents, we update details using these statuses:

  • Investigating: The issue is being investigated to determine the cause.
  • Identified: The issue has been identified and we’re working on a resolution.
  • Monitoring: The issue has been resolved but we continue to monitor for any after-effects.
  • Resolved: The issue has been resolved.

Once the issue is resolved, we conduct a post-mortem investigation to determine its root cause and what actions we can take to minimize the risk of a similar issue occurring again.

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