Report an active service interruption

Lead with the business impact

Identify the service, environment, affected users, and activity that has stopped. Distinguish a complete outage from degraded performance or a single account issue. If the scope is still unclear, report the observations you have rather than waiting for certainty.

Include an initial timeline

1. The last time the service was known to work.
2. The first observed failure and its time zone.
3. The exact error or symptom.
4. Any recent deployment, access, DNS, or provider change you know about.
5. Any workaround and whether it is sustainable.

Choose priority based on the current impact and follow any additional escalation channel in your service agreement. The portal does not create a new round-the-clock response commitment.

Preserve the investigation

Avoid several people making uncoordinated configuration changes. Record any action already taken, who took it, and its result. Keep logs and screenshots that show the original failure while removing secrets before sharing them.

Verify recovery

When service returns, confirm the main business workflow from an affected user's perspective. Note partial recovery, intermittent failures, or a remaining backlog. Keep the ticket open for the team's agreed verification and follow-up rather than treating one successful page load as proof that every dependent service has recovered.