Stop answering “is it down?” one client at a time
Record an incident once. WellyOn updates your public status page, notifies every affected client in their language, and keeps your chat widget & AI in sync — until you mark it resolved.
Share this page to explain the feature — everything is below.
What most companies do today
Incidents are handled reactively, one-to-one. It doesn’t scale and it erodes trust.
Record once. Everyone knows.
One incident record fans out to every audience automatically — no copy-paste, no duplicate emails.
A real scenario
From “something’s wrong” to “everyone affected knows it’s fixed.”
Support or a tech member spots an issue (e.g., checkout errors from a third-party provider).
One form: status = Investigating, impact = Major, affected service = Payments, message + optional workaround.
Status page updates, affected clients are notified in their language, support sees the timeline, the AI knows.
Identified → Monitoring. Each post notifies subscribers automatically.
Mark Resolved; the exact segment that was affected gets the “it’s fixed” notice. Support closes tickets with the record link.
Every incident follows one clear path
Each step is a single post that notifies everyone — consistent, timestamped, auditable.
Better for everyone
Before: Reactive, repetitive, guessing.
After: Curates one timeline, links it in tickets, closes them in bulk on resolve.
Before: Interrupted, repeating themselves.
After: Posts once, stays focused, hands off cleanly to support.
Before: In the dark, chasing updates.
After: Self-serve status, proactive alerts, certainty when it’s fixed.
Honest pros & cons
- Deflects duplicate “is it down?” tickets
- Identical messaging across page, widget, AI & notifications
- Less engineering interruption — post once
- Builds trust through transparency & uptime history
- Reaches clients in their own language
- Audit trail for post-incident reviews & SLAs
- Clear “3rd-party” labelling when the fault isn’t yours
- Needs update discipline. ETA & owner reminders nudge you to keep it current.
- Public transparency exposes issues. Start with a private internal pilot; you control each post.
- Risk of over-notifying. Segment by affected service; reserve channels by severity.
- Page can go stale if neglected. One accountable owner per incident + reminders.
Reach clients where they already are
Subscribers choose their channel. Messages are auto-translated to their language, with English fallback.
A client whose language is detected gets the incident message translated automatically.
Roll it out in four phases
Define services & third parties, branding/support inherited, notification templates, invite tech members.
Log real incidents privately (page unpublished). Practice severity & cadence.
Publish the page, link it in support macros & signatures, enable subscriptions for key accounts.
Embed the status button in the chat widget, add to the on-call runbook, run post-incident reviews.
Measure the impact
Fewer “is it down?” tickets per incident
Incident open → first public post (target < 15 min)
% of real incidents with a status record → 100%
Higher satisfaction when clients feel informed
Questions you can answer with this page
Who can post incidents?
Tech members you invite by email, plus site owners and admins. Tech members can be attached to multiple sites.
Is the uptime real monitoring?
Uptime is derived from your incident history (a day is “down” only if an incident affecting that service overlapped it) — not synthetic pings. The admin copy states this clearly.
How do clients get notified?
They subscribe on the public page via email, SMS, Slack, Teams or a webhook (RSS is also available). Each update is sent automatically and translated to their language.
What if the problem is a third party?
Mark the incident (or the affected service) as third-party — a clear “3rd-party” badge shows on the page so blame stays accurate.
Can we use our own domain?
Yes — set a custom branded domain (CNAME) in settings; otherwise the page lives at a generated URL.
Does the chat assistant know about incidents?
Yes — the widget shows a status link and the AI becomes incident-aware, so it can answer “is X down?” and point users to the page.