/
Service Status

Service Status

Overview

The MarketSpark Service Status Dashboard, located at https://status.marketspark.com is a tool that MarketSpark uses to communicate with our customers.

This tool allows customers to sign up for email-based notifications about MarketSpark's planned maintenance events as well as any unplanned service-impacting events, i.e., service disruptions. We utilize this tool for recording and tracking events that impact more than one customer - MarketSpark does not utilize this tool to report on a single customer's maintenance actions or service status.

How does it work?

Via its web interface, the tool displays service status for several major components, including Command Center, Third-Party Software, and Ericsson/Cradlepoint Routers.

  • MarketSpark will alter the components from time to time

  • Component fidelity is limited for the sake of simplicity

Below the component service status itself, individual incidents tracking back in history are recorded, e.g., a maintenance action for DataRemote Servers on September 26th, and an outage of Calling Services on September 25th.

MarketSpark's internal teams are responsible for populating and updating the information contained in these incidents. This tool is not a customer reporting mechanism.

Customers within to report an incident should reach out to MarketSpark's Support team using standard Support contact methods.

How do customers get proactively notified of incidents?

In order to be proactively notified of a maintenance or service-impacting event, customers may subscribe

In the upper right-hand corner of the Service Status dashboard at https://status.marketspark.com, there is a "Subscribe to Updates" button

What subscription types are available?

MarketSpark utilizes the Statuspage tool from the Atlassian company, the same people responsible for the Jira and Confluence tools, among others.

This tool provides for several different methods of update delivery, including:

  • Email-based notifications

  • Mobile telephone number-based notifications

  • A Slack integration

  • And an Atom or RSS feed

What does an example notification look like?

Email notifications from support@marketspark.com look something like this:

Notifications track along with updates to the event, including notification at the time MarketSpark first enters it into the tool (in advance for Maintenance events, and when it happens for Unplanned Service-Impacting issues)

Other notification method examples are not detailed in this article.

When does MarketSpark post events?

  • For unplanned service-impacting events, MarketSpark enters data into the tool as soon as we’re able to determine an issue has occurred and we have enough data to provide an intelligent notification
    There’s still a human in the process to help collate the data as best as possible

  • For planned maintenance events, MarketSpark strives to list the future event at least a week in advance; however, certain third parties with whom MarketSpark integrates may not provide us with that amount of notice

  • During an event, if new information becomes available, MarketSpark will update as necessary
    At the conclusion of an event, MarketSpark will mark the issue as resolved as soon as we’re sure we’ve cleared it

Does MarketSpark subscribe our customers automatically?

No, MarketSpark does not subscribe our customers automatically

  • We utilize a third-party tool that, for privacy reasons, requires customers to subscribe (and unsubscribe) themselves

  • Anyone in your organization may subscribe themselves

  • If your organization’s email handling software supports aliasing, e.g. user+service@example.com, you may use email aliasing

How do I get to the tool?

Why isn't the tool embedded into Command Center?

Because Command Center (https://app.marketspark.com) is a service platform operated by MarketSpark, our Service Status dashboard needs to be wholly independent of any MarketSpark services

  • If the Service Status Dashboard depended on Command Center operating, and Command Center was down, the Status Dashboard wouldn’t be useful.

What does the tool look like?

A sample of the content appears in this image: