Status and incidents
How to check platform status and how we communicate ongoing incidents to affected customers.
When something is broadly broken — provisioning unavailable, Hub unreachable, billing errors across accounts — that is an incident. This page explains how to check whether an incident is in progress and how we communicate status until it is resolved.
Status page
TBD: A public status page at a dedicated URL (for example,
status.storeframe.io) is planned but not yet live. Until it is available, incident communication flows through the channels described below. This page will be updated when the status page launches.
In the meantime, if you suspect a platform-wide issue:
- Check the Hub — active incidents appear as a banner at the top of the screen.
- If Hub itself is unreachable, email support@storeframe.io to confirm.
How we communicate incidents
We push incident updates through three channels:
| Channel | Who receives it |
|---|---|
| In-app banner (Hub) | All logged-in users during an active incident |
| Organization owners — sent at incident start, with updates at meaningful milestones | |
| Ticket reply | If you filed a ticket that turns out to be part of an incident, the ticket is linked to the incident and you receive updates there |
You do not need to file a ticket to receive updates on a platform-wide incident. Owners are notified automatically. That said, if you want to track a specific impact on your environment, filing a ticket links you to the incident record and ensures you receive the resolution confirmation.
What counts as an incident
An incident is a condition that causes broad customer impact:
- Hub is unreachable or returns errors for all users
- Provisioning is failing across all or most environments
- Billing processing is interrupted
- Network connectivity to customer environments is disrupted at the platform level
- A security event that requires customer action
A single environment that is stuck, failing to provision, or behaving unexpectedly is not a platform incident — it is a support ticket. Use the file a ticket flow for environment-specific issues.
Incident severity levels
| Level | Definition |
|---|---|
| Critical | Platform-wide outage; customers cannot access Hub or their environments |
| Major | Core feature unavailable for a significant portion of customers |
| Minor | Degraded performance or partial feature failure with a workaround available |
We communicate all Critical and Major incidents via the channels listed above. Minor incidents may be resolved before a public communication is warranted; if in doubt, email support.
Planned maintenance
Planned maintenance that could affect availability is communicated in advance by email to organization owners. We schedule disruptive maintenance outside business hours (Monday–Friday, 09:00–18:00 CET) where possible, and give at least 48 hours notice except in the case of urgent security patches.
During planned maintenance, the Hub may display an informational banner ahead of the window.
Reporting what looks like an incident
If you notice something that appears to be a platform-wide problem and there is no active banner in Hub:
- Email support@storeframe.io with a brief description of what you are seeing.
- Include your organization slug and the approximate time you first noticed the issue.
- We will confirm whether an incident is in progress and add you to the update thread.
False positives are welcome — it is better to report something that turns out to be a local issue than to leave a real incident unreported.