Incidents and acknowledging

An incident is one stretch of downtime for one monitor. By the end of this page you will know how to read the incident list. You will also know what acknowledging does and what it leaves alone.

Plan: acknowledging stops an escalation ladder, and ladders come with Pro Agency. On other plans, acknowledging only marks the incident as seen.

Read the Incidents tab#

1. Open the project and click Uptime monitor in the sidebar.
2. Click the Incidents tab below the monitor list.

The tab lists the last 50 incidents of this project's monitors, newest first. Each row has four columns:

• Started shows how long ago the incident began. Hover it for the exact date and time in UTC.
• Monitor names the monitor that went down.
• Cause shows why, such as "HTTP 503" or "timeout".
• Duration shows how long the outage lasted. An incident that is still running shows "ongoing".

An empty tab reads "No incidents recorded. This list fills in the moment a monitor goes down."

How an incident ends#

You do not close incidents by hand. An HTTP incident closes after two successful checks in a row. A heartbeat incident closes on the next ping, and an expiry incident once the date is valid again. How downtime is confirmed has the details.

Pausing a monitor does not close its open incident. The incident closes once the monitor is back and checks pass again.

Acknowledge an incident#

Acknowledging tells the system someone is on it. You can do it in two places.

From the Incidents tab#

1. Find the ongoing incident on the Incidents tab.
2. Click Acknowledge.

The message "Incident acknowledged." confirms it. The button then turns into the word "acknowledged".

From the alert mail#

Every down mail carries the line "Acknowledge to stop escalation", followed by a link. You do not need to log in to use it.

1. Click the link in the mail.
2. The page shows the monitor name and a red Acknowledge button. Click it.
3. The page confirms "Incident acknowledged. Escalation stops here."

What acknowledging changes#

Acknowledging stops the escalation ladder for that incident. No further escalation contacts get alerted.

It does not close the incident, and it does not change the monitor's status. You still get the recovery mail when the site comes back.