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Working as a team member

This page is for colleagues who operate the status page day to day, without full admin rights. Your role decides what you can change. The full matrix is in Roles & login. The admin interface is labeled in English only.

Service owner

You are responsible for one or more services. In the UI, your role is called Serviceowner.

Your typical tasks:

  1. Set the status of your service when it is disrupted, under Operations → Service Status. There you only see your own services. When incidents are open, you can attach the status to one with Attach to open incident.
  2. Maintain outages: click the service name to open its Outage history. There you correct the start, end and severity of an outage, or delete a false alarm.
  3. Create and maintain incidents and maintenance for your services: through Operations → Incidents and Operations → Maintenance or the Create incident link on the Service Status page (shown only for your services). You post updates and reviews on the incident page and edit and complete maintenance in the maintenance list.
  4. Enter exact outage times of closed incidents of your services, in the Outage times (exact) card on the incident page. You reach incidents through Operations → Incidents or the links in the outage history.
  5. Confirm outages in SLA reports: when a monthly report is started, you receive an e-mail. Open the report under SLA-Management → SLA-Reports and click Confirm for each outage of your services.
  6. View and export SLA reports, also as an Ad-hoc export for a month, a quarter or a year.

What you cannot do: write internal notes, edit incidents or maintenance that do not exclusively affect your own services, change services that are not yours, change configuration such as names and groups, or manage users and settings.

Service manager

You operate all services. In the UI, your role is called Servicemanager.

Your typical tasks:

  • Set the status and maintain outages, for any service
  • Create incidents, post updates, write internal notes, review incidents and close them
  • Plan, edit and complete maintenance
  • Create and configure services and groups, assign responsible users and set SLA relevant
  • Set up uptime checks for services
  • Confirm outages in SLA reports for all services

What you cannot do: maintain SLA schedules, holiday lists and targets, start or generate SLA reports, or manage notifications, subscribers, users, settings and the audit log.

SLA manager

You manage the service-level agreements.

Your typical tasks:

  1. Maintain schedules and holiday lists under SLA-Management → Schedules.
  2. Assign schedules, targets and incident SLA metrics to services under SLA-Management → SLA.
  3. Start the monthly, quarterly or yearly SLA report for a period.
  4. Confirm the outages in a monthly report. If an outage was recorded wrongly, correct it in the outage history first. The link is in the report; you can also reach the outage history through the Service Status page.
  5. Complete the report with Generate once all incidents of the period are reviewed, and download the result as PDF or Excel. Nothing is sent out automatically.

You maintain incidents and maintenance: updates, reviews and maintenance edits are allowed for you, while creating, closing and internal notes are not.

Everyone on the team

Whatever your role, the following applies:

  • Write clear public messages. Say what customers see, what is being done, and when the next update comes.
  • Use internal notes for details that should not be public (service managers and admins can write them).
  • Fill in the review after each major incident, while details are fresh (service managers and admins).
  • Check the public page after every change to confirm it looks right. When signed in, you also see internal services there, and the footer shows an Admin link.
  • The time zone toggle of the public page has no effect in the admin area. There, times are always shown in the time zone of the settings.

Warning

Actions that change history, such as confirming SLA outages or closing incidents, affect the figures that customers see. Confirmed outages can no longer be changed afterwards. Double-check before you confirm.