SCOTT KLEIN • PRODUCT MANAGER • STATUSPAGE • @SCOOTKLEIN

Reducing tickets and crushing SLAs with StatusPage

W H Y W E B U I LT S TAT U S PA G E

R E N T A L L T H E T H I N G S

Agenda

W H Y W E B U I LT S TAT U S PA G E

R E N T A L L T H E T H I N G S

P R O D U C T TO U R

S TAT U S PA G E F O R I T T E A M S

Agenda

W H Y W E B U I LT S TAT U S PA G E

R E N T A L L T H E T H I N G S

P R O D U C T TO U R

S TAT U S PA G E F O R I T T E A M S

Agenda

W H Y C H O O S E S TAT U S PA G E

I N T E G R AT I O N W I T H AT L A S S I A N

How to make startups great again

Rent, don’t buy

How to make startups great again

Laser focus on core product

Rent, don’t buy

How to make startups great again

Laser focus on core product

Rent, don’t buy Move fast

How to make startups great again

Laser focus on core product

Rent, don’t buy Move fast

How to make startups great again

Lean startup, agile software

Laser focus on core product

Rent, don’t buy Move fast

How to make startups great again

Lean startup, agile software

Startup land (2009)

Startup land (2009)

Exception tracking Web hosting File storage

Customer analytics Blogging Payments

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

Fast forward 2 years

Startup Job New Job

Startup Job New Job

Example:

SMS to join Mailing List

Example:

SMS to join Mailing List

Example:

SMS to join Mailing List

Example:

SMS to join Mailing List

Hey boss, not quite. In fact, I have the perfect integration partner in mind! They’ll enable us to deploy in weeks instead of years! Let’s use them!

“

”

Programmable SMS and Voice

Who is this company, Twilio? I’ve never heard of them, have they raised money? How big are they? What if they go out of business. I don’t think we can rely on them.B I L L L U M B E R G H , I N I T E C H

“

”

😟

Trusting a vendor can be really hard

Trusting a vendor can be really hard

Responsiveness:

Reliability:How good are they at keeping their service up and running.

When issues do arise, how quick are they to spring into action?

Trusting a vendor can be really hard Communication:

Responsiveness:

Reliability:How good are they at keeping their service up and running.

When issues do arise, how quick are they to spring into action?

How good is the vendor at sharing what’s wrong with their customers?

Trusting a vendor can be really hard Communication:

Responsiveness:

Reliability:How good are they at keeping their service up and running.

When issues do arise, how quick are they to spring into action?

How good is the vendor at sharing what’s wrong with their customers?

Trusting a vendor can be really hard Communication:

Responsiveness:

Reliability:How good are they at keeping their service up and running.

When issues do arise, how quick are they to spring into action?

How good is the vendor at sharing what’s wrong with their customers?

Transparency is REQUIRED

Transparency is REQUIREDRETENTIONLESS STRESSHAPPINESS

Transparency is REQUIREDRETENTIONLESS STRESSHAPPINESSREVENUE 🤑

Your Domain

Your Branding

Current Status

Past Incidents

Component Group

Individual Component

Uptime

Response Time

Past Incident

Quiet Day

Up here

Right side

1

2

3

API returning periodic 5xx error codes

We’re investigating reports of our API returning errors when it should not be. More information to come.

We’re investigating reports of our API returning errors when it should not be. More information to come.

Key benefits

Source of truthOne place to send your customers for downtime and maintenance.

Key benefits Always up

Source of truthOne place to send your customers for downtime and maintenance.

We put in the engineering time so you don’t have to.

Key benefits

Customers love it

Always up

Source of truthOne place to send your customers for downtime and maintenance.

We put in the engineering time so you don’t have to.

Transparent companies are loved more even in the face of downtime

pingidentity.com

reduction in tickets

30%

What about IT teams?

Build, deploy, maintain apps

Rent cloud solutions Service customers coworkers

Internal Customers

Stakeholders

Public Pages Private Pages

Private Page

IP RestrictionsSAML 2.0

Google Auth

Link to other vendor status

Public Page Private Page

Why choose StatusPage?

1. Scale

99.995%

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

40,000 requests/sec

99% in 300s

2. Track Record

StatusPage CustomersCustomers who threw their homegrown status page away

3. Transparency :)

How to get started

❤

+

+

+

+

Communicate

Organise

Swarm

Review

Support

What’s next for us?

So Far

Up Next

Unplanned DowntimeScheduled Maintenance

Performance Issues

So Far

Up Next

Unplanned DowntimeScheduled Maintenance

Performance Issues

Uptime and Reliability

Reporting

Uptime and Reliability

Uptime Calendar:Reliability across your whole stack, or on a per-component basis

Uptime and Reliability

Service Matrix:

Uptime Calendar:Reliability across your whole stack, or on a per-component basis

Components across geographies, or products across data centers

Uptime and Reliability

Reporting:

Service Matrix:

Uptime Calendar:Reliability across your whole stack, or on a per-component basis

Components across geographies, or products across data centers

Incident time-to-communicate, average incident length, time-to-resolution

How to learn more

Combining Operations and Support: Incident Management with Atlassian

Doug Squires GetGo, a division of Citrix

Tomorrow 11:30am. Breakout 7

Our values

Open company,no bullshit

Build with heart and balance

Don't #@!% the Customer

Play, as a team

Be the change you seek

SCOTT KLEIN • PRODUCT MANAGER • STATUSPAGE • @SCOOTKLEIN

Reducing tickets and crushing SLAs with StatusPage