Question 1

When do I need a status page?

Accepted Answer

When customers depend on your uptime. B2B SaaS should have one from early on. Builds trust. Reduces support load during incidents.

Question 2

Which status page tool should I use?

Accepted Answer

Statuspage (Atlassian): industry standard. BetterUptime: monitoring + status. Instatus: modern, affordable. OpenStatus: open-source. Start simple.

Question 3

What should a status page show?

Accepted Answer

Current status of key components. Active incidents. Scheduled maintenance. Historical uptime. Keep it simple—users want to know if things work.

Question 4

How do I structure components?

Accepted Answer

Group by what users care about: App, API, Website, Integrations. Not internal architecture. Customer perspective, not developer perspective.

Question 5

How do I communicate during incidents?

Accepted Answer

Acknowledge quickly. Update regularly (every 30 min). Explain impact, not technical details. Post-incident summary. Proactive beats reactive.

Question 6

Should status page be public?

Accepted Answer

Yes for most B2B SaaS. Shows transparency. Customers can self-serve during issues. Some internal pages for ops team too.

Question 7

How do I connect monitoring to status page?

Accepted Answer

Most tools integrate (BetterUptime, Datadog). Auto-update when monitors trigger. Still review before publishing. Balance automation and control.

Question 8

What about scheduled maintenance?

Accepted Answer

Post in advance (24h+ for significant). Set expectations. Update when complete. Track separately from incidents. Maintenance is professional.

Question 9

How do I calculate uptime percentage?

Accepted Answer

Tools calculate automatically. 99.9% = 8.7 hours downtime/year. Define what counts as "down." SLA tracking for enterprise customers.

Question 10

Should I email subscribers during incidents?

Accepted Answer

For major issues, yes. Email and status page updates. Don't over-notify—threshold for email higher than page update.

Question 11

How do I write good incident updates?

Accepted Answer

What's happening. What's the impact. What are we doing. When is next update. Clear, calm, customer-focused. No blame or jargon.

Question 12

What's a post-incident review?

Accepted Answer

After major incidents: what happened, why, how to prevent. Post summary to status page. Shows learning and improvement. Builds trust.

Question 13

How do I handle partial outages?

Accepted Answer

Degraded status for partial issues. Specify which component. Not everything is black and white. Nuanced communication matters.

Question 14

How often should I update during incidents?

Accepted Answer

Every 30 minutes for active issues. Immediately when resolved. More frequent for critical, less for minor. Silence breeds anxiety.

Question 15

What if status page itself goes down?

Accepted Answer

Major status page providers have redundancy. Backup communication (Twitter, email). Know your fallback plan. It's rare but think about it.

I need to communicate product and system status

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