How we communicate during incidents
When something is wrong, the worst thing a provider can do is go quiet. Here is what you can expect from us during an incident — where we post, how often, and what we will and will not say while we still do not know.
Incidents happen to every provider; what separates them is how they communicate while one is in progress. Our rule is simple: tell you what we know, when we know it, and do not pretend to know more than we do.
Where to look first
During an incident, the status channel is the fastest source of truth — it is updated before individual tickets can be, because it reaches everyone at once. Check there first; it will say whether we are already aware and working on it. See maintenance and notice.
A regular cadence, even without news
We post updates at a steady interval through an incident — and we post even when the update is “still investigating, no new information”. Silence makes an outage feel worse and leaves you guessing; a dull update that says we are still on it is more useful than a gap.
Honest unknowns
Early in an incident we often do not yet know the cause or the fix. We will say that plainly rather than invent a reassuring timeline we cannot keep. A wrong “back in ten minutes” costs more trust than an honest “we do not yet know how long”.
Planned work is different
Maintenance we schedule is announced in advance, with a window and an expected impact, so it is never a surprise — see how we schedule changes. Incidents are the unplanned kind; planned work should never read like one.
Reaching a human
If you are affected and need direct help, open a ticket — an engineer answers at any hour — see getting a fast answer. During a broad incident, the status channel may already answer your question faster than we can reply individually.
After it is over
For anything significant, we follow up with what happened and what we are changing so it is less likely to recur. That write-up is part of the incident, not an optional extra — and it is where an outage earns back some trust. See claiming service credits.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base