Every notice has a state (or status) to help explain the progress. I've included the states for each notice type and our recommendation on when to use them below.


Current Incident

Investigating

An incident has just started, and the team is looking into what the problem is and where the root cause may be. At this time, you may not know the full impact.

Identified

You have been able to confirm what the customer impact is and what is causing the issue. At this stage, you are working on a fix/patch.

It's good to provide a short outline of the steps to restore service.

Hint: You can use this state for updates but be sure to set expectations on when customers can expect the next update.

Recovering

A fix has been created and deployed. You are now monitoring the results.

Hint: It's a good idea to say how long you'll be monitoring for (e.g. 24 hours).

Resolved

Service has been fully restored after monitoring for a period of time.

False Alarm

Your team has identified that there was no customer impact on the original incident.


Planned Maintenance

Scheduled

Maintenance has been planned along with the date and time of both the start and end.

Ensure that you provide expectations on what this maintenance is about and whether there is any impact.

Underway

Maintenance is now in progress. You can use this state as a way to provide updates if you need to during the maintenance.

Complete

Maintenance has been successful and has now ended.

Did this answer your question?