New status page: status.gandi.net

We’ve developed a new tool to give you better visibility into incidents and the scheduled and unscheduled maintenance that may impact our services.

This tool, which you can access by clicking on the “Service Status” link at the top of each page of our site, is live at https://status.gandi.net, where any unexpected incidents or scheduled maintenance will be reported.

The coders among you can also use the API to query the status of our services from your scripts and monitoring applications. For example, to get the service status in real time, use https://status.gandi.net/api/services. The service catalog is available at https://status.gandi.net/api.

If you use Twitter, you can follow @gandinoc to receive alerts related to incidents and maintenance events, as well as @gandibar.

We are available to help you get around any issues you are having using our services. Here’s a little primer on how to get our assistance, if you need it:

• First, be sure to check that there are no incidents or ongoing maintenance on the service status page. Maybe your service is affected by an outage, or in maintenance.
  
• If the status page says everything in fine, your issue may be a problem you can fix by using the administration pages of our site. For instance, your domain may have expired, or a recent change in your DNS zone may be causing a problem. Your hosting might be paused, your credit balance empty, or maybe your email quota was exceeded? All these common issues can be fixed by logging in to your account and taking care of the problem.

If you are unable to identify what is wrong, or to solve it yourself,  we are here to help. Contact us using the following methods:

• Chat with us in real time by clicking on the ‘?‘ icon on the right-hand side of your account. We are available almost all the time, but if we’re busy or unavailable, you can leave a message and we’ll respond as soon as we can.
• Open a ticket on our support contact page.

Please be sure to give us the details of your problem so we can help you quickly. We like to get you the right answer as fast as we can.

You will receive an automatic confirmation of your ticket in an email, including a ticket number. A member of the support team will then respond via email. We use the email address listed in your account, by default, so be sure to keep this contact information up to date. Also, sometimes the automated email or even the replies of our agents get filtered as spam. Remember to check your spam folder if you do not receive the automatic confirmation with your ticket number.

We hope you like this new feature. We try our best to be transparent about any problems we encounter, and this is just one of the ways we are trying to prove that to you, our customers.