Checking whether the problem is at our end

When something stops working the first useful question is whether it is your site or ours, because the two have completely different next steps.

Check the status page first

It is linked from the panel, and it lists anything currently affecting the platform. If what you are seeing is on there, it is ours, we already know, and it is being worked on — the page is updated as it progresses, so you can follow it there rather than opening a ticket to ask for an update.

We tell you if it affects you specifically

You do not have to go looking. If an open incident affects services you actually have, the panel says so, and the ticket form tells you before you finish writing. An incident affecting a region or a product you are not on is not shown to you as though it were your problem.

If the status page is clear

Then it is probably your site, and the place to start is the site's own diagnosis — it checks the things that are wrong most often, including whether your domain still points at us.

When to open a ticket anyway

Open one if the status page is clear and the checks find nothing, or if what you are seeing is worse or different from what an incident describes. A status page saying "degraded performance" does not cover your site being entirely down, and if those two disagree we want to know.

You never need to open a ticket to ask whether an incident is still open, or to be told when it is resolved. Follow it on the status page.