When something goes wrong, we follow a consistent process.
Detection
We monitor application health, error rates, and payment-webhook delivery continuously. The on-call engineer is paged on threshold breach.
Triage and communication
- Confirm the incident scope (which customers, which surfaces).
- Post an internal status update.
- If customer-impacting, send notification to affected customers within 60 minutes via email.
- Begin remediation.
Post-mortem
For any incident lasting longer than 30 minutes or affecting more than one customer, we publish a post-mortem within 5 business days. The post-mortem covers root cause, timeline, and what we are changing to prevent recurrence.
Get notified
Email [email protected] with subject "Subscribe to incident notifications" and the domains or accounts you want notifications for. We add you to the proactive alert list.