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How we monitor our services 24/7:
Major Incidents = no users can access the site
Our service is ‘pinged’ every minute; if the response is not received within that minute our incident response team is alerted and begins investigating the issue.
Our status page on https://timetabling.freshstatus.io will display that a Major Incident has occurred, and subscribers to the status page will receive an email.
In this instance, we know all users will be impacted and we do not need to be notified.
Partial Outage = some users cannot access the site
When we receive support tickets on the same topic, such as when more than 10 users have reported they cannot access the site and more than 10 users are actively using it, our incident response team is alerted and begins investigating the issue. Our status page will display 'Partial Outage'.
Please create a support ticket via the Help & Support page in the Management Portal, and we recommend subscribing to the issue on our status page: https://timetabling.freshstatus.io
Degraded Performance
The service is usable but slow, the standard information section (blue tasks) page loads are greater than 10 seconds but do complete. A second test is performed when the first test exceeds 10 seconds to confirm an issue.
Clicking on a yellow or red tile on our status page will display more details, see example below.
Many issues are data-specific, only occurring for that data set. We recommend checking the system status site on https://timetabling.freshstatus.io and if there is no report of an issue, we will need you to submit a support ticket via the Help & Support page in the application.
What to do when the system is unavailable
Step 1: Check https://timetabling.freshstatus.io to see if an incident is occurring. If you want to receive status updates by email, click the Subscribe button and enter your email address. You can unsubscribe at any time. Alternatively, you can access the site https://timetabling.freshstatus.io to view updates.
Step 2: If the issue is ongoing and the Management Portal is available, V9 Daily Organiser can be downloaded from the Management Portal https://mp.timetabling.education/Interface/DesktopV9 along with the V9 Licence file.
All clients have access to V9 & V10 that have a subscription to web Daily Organiser.Note: you require the 'Timetabler' role to access the Management Portal Version 9 Product Page on https://timetabling.education. Alternatively, your IT department will likely have an Admin role that can do this for you.
Download the V9 Licence file. Right-click the Licence.zip, and click Extract All. Double-click the V9Licence.exe and click OK. This places the licence details required by Version 9, on your machine.
Step 3: Ask your Timetabler to re-publish your timetable, open V10, open your timetable file, click Publish Timetables, click Publish for V9 Daily Organiser, selecting a folder that you have access to. This will create the two files the desktop Daily Organiser application requires (TimetableDays.xml and the *.ptf9 file)
Step 4: Open the Management Portal, select the Daily Organiser task, locate your current Daily Organiser file, right-click and select Download. This will create a copy of your data in V9 format and, once ready, will send you an email with a link to download. The export will also be available on the task "Export Bundles' to download directly from the site
- extract the contents zip folder from Step 3, copy the *.dof9 file and paste it into the Published Timetables for Daily Organiser folder that has your latest published timetable.
- double-click the *.dof9 file and click 'Yes' to open the published timetable that is in the local folder (V9 can be downloaded from the Management Portal; please contact support@timetabling.com.au for your license code if not known)
- when the site becomes available, we recommend re-entering the changes you made in the desktop application
What is the best method to report an issue?
1. When signed into https://timetabling.education, via 'Help & Support | Support Ticket'
2. If you no longer have access to the application, you can create a support ticket directly on https://timetablingsolutions.freshdesk.com/support/home
3. Email support@timetabling.com.au
4. Call +613 5228 3700 (M-F, 9-5:30 AET)
When encountering an issue, please provide as much detail as possible so that someone can reproduce the steps, e.g. if using Daily Organiser, what date you have open, which task and the Correlation ID of the error you received (if applicable).
A support ticket will automatically include your name, email address, school name (from your login information), browser and screen resolution, which can be very helpful for our dev team in diagnosing issues.
If you do not have access to the service on https://timetabling.education or https://selectmysubjects.com.au you can create a ticket directly on https://timetablingsolutions.freshdesk.com/support/home which is the service we use to manage our support tickets that is separate to our infrastructure.
Why isn't someone available to take my call when I have an issue?
Early morning reception or a consultant to answer a telephone call will not be able to resolve the issue immediately. They will just be taking notes to pass on.
Unfortunately, it is impossible to know how long a significant issue will take to resolve. In most events, the Incident Response Team applies a fix and restarts systems, watching them progress and monitoring them before updating the status page incident on https://timetabling.freshstatus.io to ‘resolved’.
In most cases, they are unable to provide a time estimate of when the system will return. The confirmation that the system is working is when it is working, as sometimes the restart fails partway through, so they cannot say it will be resolved in a certain timeframe.
Subscribing to the issue on https://timetabling.freshstatus.io is the quickest method of receiving updates.
Completing a support ticket allows the inclusion of additional information, including a screenshot and details of what you are doing when the issue occurs. These further assist our developers in investigating and resolving issues as soon as possible. This method allows large volumes of reports to be received, which is expected when a widespread issue occurs.
Most issues are not a simple call-up/one-person fix. They require investigation, including consideration of why the issue occurred and the best fix is, as well as time to test and recreate the issue. This can sometimes take several days. Finally, the fix must then be applied; depending upon the nature of the fix this may be required to be done later to limit the impact on other users. Unless in situations of widespread issues, no change would be made in that immediate moment of an early morning call, as it would be too risky to make changes to the server when there is potentially a lot of client traffic to the site.
Contact Support
E: support@timetabling.com.au
W: www.timetabling.com.au/support
P: +61 3 5228 3700 AEST 9am to 5pm
X: @TTS_Education