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Automatic monitoring every 60 seconds
Timetabling Solutions cloud applications are monitored by Freshping a website monitoring service that pings our sites every 60 seconds and waits for a response from the server.
If downtime is identified from a monitoring location, Freshping will trigger a ping from a second location to confirm the downtime and avoid reporting false alerts.
If Freshping doesn't receive a response within 30 seconds, our https://timetabling.freshstatus.io site will display the site as 'down.' All 4xx and 5xx error codes will also show the site as 'down.'
If Freshping receives '200 OK' as the response, the site will display as 'up'.
Scheduled Downtime
When Timetabling Solutions applies an update, sometimes downtime will be required. The date and period of time that the service will be unavailable will be listed on https://timetabling.freshstatus.io and our login page https://timetabling.education
Extensive/Widespread issue impacting a large number of users (>50 schools)
When Timetabling Solutions becomes aware of an issue classified as Extensive/Widespread and impacting a large number of users (>50 schools) as per our Service Level Commitment (SLC), we will post status updates on https://timetabling.freshstatus.io , and send 'broadcasts' on https://timetabling.education (notification bell top right of the screen will have a red dot, clicking the notification will display the message)
What happens when a 'down' status is detected
First 60 seconds:
- Freshping creates an alert on PagerDuty which sends a text message to our Cloud Manager to begin an investigation
- Subscribers to https://timetabling.freshstatus.io receive an email alert (the site is public facing anyone can subscribe)
- Freshping creates a support ticket, which alerts our support desk and reception
60 seconds +:
- The Cloud Manager will investigate;
- notify the required personnel to assist with the investigation/resolution
- classify the issue according to our Service Level Commitment (SLC) guidelines that set the priority ranking based on impact and urgency
- work begins, and notifications are sent as per our SLC
I'm experiencing an issue, but the status page doesn't detect a problem
If Freshping receives '200 OK' as the response, the site will display it as 'up'. Freshping only detects if the server successfully responds.
If the issue you are experiencing is not widespread, it will not appear on https://timetabling.freshstatus.io we highly recommend submitting a Support Ticket through the Help & Support page or emailing support@timetabling.com.au with as much detail of the steps you need to complete to reproduce the issue.
How the uptime percentage is calculated
To get the uptime percentage, the number of seconds a Check was marked 'Active' by Freshping is divided by the total number of seconds the Check has been running. This figure is further multiplied by 100 to get the percentage value.
Total uptime = Total monitored duration - downtime
Time spent in the 'Paused' state will not be subtracted while calculating downtime.
Example of uptime calculation
If a website was down for 10 mins and was paused for 20 minutes over 24 hours (86,400 seconds), the uptime percentage would be calculated as follows: