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  3. Incident Response Plan

Incident Response Plan

We know that when our service in unavailable, your ability to service your customers is impaired, so we work hard to resolve these events quickly. During each service incident, we follow a response plan that places top priority on restoring service and communicating our progress to you until the incident is resolved. We have engineers and support personnel on-call 24x7x365 to respond when an incident occurs.

This article explains how to confirm the current Fonolo system status, and where to get updates during a service incident.

Fonolo System Status Page

Our system status page enables you to see the current status of your Fonolo services at any time. This is where we announce major service incidents and provide status updates for our products and services. During major service incidents, we typically update the system status page about every 30 minutes with the latest status information until the issue is resolved.

Subscribing to Status Notifications

You can choose to receive email or SMS notifications when a service incident occurs, by subscribing to updates from the system status page.

To subscribe to incident email notifications:

  1. Open the Fonolo system status page located at: https://status.fonolo.com/
  2. Click the “Subscribe to Updates” button at the top of the page
  3. Select either the Email or SMS option (or both), and enter your contact information.

Submitting an Incident Report

When you experience a service interruption, it is always a good idea to report it to by sending the report to support@fonolo.com.

For major service incidents, our system monitoring has likely alerted us to the issue at the same time you experienced it, but we still encourage you to log the issue with us as the information you provide can help us confirm the scope and impact of the incident, and help us communicate and resolve it more quickly.

Incidents that are not service-wide are not tracked on the status page. Communication on these limited impact events is provided via a proactive ticket (where a Fonolo representative reaches out to you directly), or in a response to a ticket submitted by you.

Anytime you experience a service disruption that we have not communicated about, open a ticket with our support team. We will investigate and determine the source of the program, and overall impact of the issue. We will use that ticket to share results of our investigation and any actions we take to resolve the incident.

What We Communicate

We are committed to providing you with timely, substantive information about each incident that impacts you. During a ticket, our goal is to provide you with the following information:

  • Acknowledgement of the incident and confirmation that we are working to resolve it.
  • Description of the incident impact and any workarounds you can employ to minimize the impact.
  • Periodic updates confirming our progress towards resolving the incident.
  • Confirmation when the incident is resolved.

It is important to remember that we often don’t have a lot of information to share until after the incident is stabilized. During an incident, our goal is to provide meaningful updates about every 30 minutes, unless the incident is the result of a DDoS attack or other security-related events, when it is important that we don’t share details that may aid the attack.

That said, once the incident 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 incident occurring in the future. We publish a post-mortem investigation on the Fonolo status page within a few days after the incident is resolved.

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