Downtime is a fact of life, and can be a great competitive advantage for your company and your customers if you handle it well. By keeping customers and employees informed during downtime, you can build trust and cut support costs. Join Scott, co-founder of StatusPage, for a history of the company and its recent acquisition by Atlassian. We'll cover StatusPage best practices we've learned along the way, and tips for implementing a great StatusPage experience for you and your customers. Products covered: StatusPage

1. SCOTT KLEIN • PRODUCT MANAGER • STATUSPAGE • @SCOOTKLEIN
Reducing tickets and crushing
SLAs with StatusPage

2. WHY WE BUILT STATUS PAGE
RENT ALL THE THINGS
Agenda

3. WHY WE BUILT STATUS PAGE
RENT ALL THE THINGS
PRODUCT TOUR
STATUSPAGE FOR IT TEAMS
Agenda

4. WHY WE BUILT STATUS PAGE
RENT ALL THE THINGS
PRODUCT TOUR
STATUSPAGE FOR IT TEAMS
Agenda
WHY CHOOSE STATUSPAGE
INTEGRATION WITH ATLASSIAN

5. How to make startups great again

6. Rent, don’t buy
How to make startups great again

7. Laser focus on
core product
Rent, don’t buy
How to make startups great again

8. Laser focus on
core product
Rent, don’t buy Move fast
How to make startups great again

9. Laser focus on
core product
Rent, don’t buy Move fast
How to make startups great again
Lean startup,
agile software

10. Laser focus on
core product
Rent, don’t buy Move fast
How to make startups great again
Lean startup,
agile software

11. Startup land (2009)

12. Startup land (2009)
Exception tracking Web hosting File storage
Customer analytics Blogging Payments

13. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
Fast forward 2 years

14. Startup Job New Job

15. Startup Job New Job

16. Example:
SMS to join
Mailing List

17. Example:
SMS to join
Mailing List

18. Example:
SMS to join
Mailing List

19. Example:
SMS to join
Mailing List

20. 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!
“
”

21. Programmable SMS and Voice

22. 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.
BILL LUMBERGH, INITECH
“
”

23. 😟

24. Trusting a
vendor can
be really
hard

25. 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?

26. 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?

27. 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?

28. 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?

29. Transparency is REQUIRED

30. Transparency is REQUIRED
RETENTION
LESS STRESS
HAPPINESS

33. Transparency is REQUIRED
RETENTION
LESS STRESS
HAPPINESS
REVENUE 🤑

36. Your Domain
Your Branding
Current Status
Past Incidents

37. Component
Group
Individual
Component

38. Uptime
Response Time

39. Past Incident
Quiet Day

40. Up here
Right side

44. 1

45. 2

46. 3

48. API returning periodic 5xx error codes
We’re investigating reports of our API returning errors when
it should not be. More information to come.

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

53. Key benefits
Source of truth
One place to send your customers
for downtime and maintenance.

54. Key benefits Always up
Source of truth
One place to send your customers
for downtime and maintenance.
We put in the engineering time so
you don’t have to.

55. Key benefits
Customers love it
Always up
Source of truth
One 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

56. pingidentity.com
reduction in tickets
30%

57. What about IT teams?

58. Build, deploy,
maintain apps
Rent cloud solutions Service customers
coworkers

59. Internal Customers
Stakeholders

60. Public Pages Private Pages

61. Private Page
IP Restrictions
SAML 2.0
Google Auth
Link to other vendor status

63. Public Page Private Page

64. Why choose StatusPage?

65. 1. Scale

66. 99.995%

67. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
40,000
requests/sec

68. 99% in 300s

69. 2. Track Record

70. StatusPage CustomersCustomers who threw their
homegrown status page away

71. 3. Transparency :)

73. How to get started

74. ❤

75. +
+
+
+
Communicate
Organise
Swarm
Review
Support

80. What’s next for us?

81. So Far
Up Next
Unplanned Downtime
Scheduled Maintenance
Performance Issues

82. So Far
Up Next
Unplanned Downtime
Scheduled Maintenance
Performance Issues
Uptime and Reliability
Reporting

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

85. 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

87. 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

88. How to learn more

89. Combining Operations and Support:
Incident Management with Atlassian
Doug Squires
GetGo, a division of Citrix
Tomorrow 11:30am. Breakout 7

90. Our values
Open company,
no bullshit
Build with
heart and balance
Don't #@!%
the Customer
Play,
as a team
Be the
change you seek

91. SCOTT KLEIN • PRODUCT MANAGER • STATUSPAGE • @SCOOTKLEIN
Reducing tickets and crushing
SLAs with StatusPage