Jelaluddin (jelaluddin) wrote in suggestions,

A better way to handle Live Journal outages

A better way to handle Live Journal outages

Short, concise description of the idea
Make a link to the status page in the support page. Make a link to the support page in the status page.

Full description of the idea
The support page should contain a link to the status page with instructions to check there before reporting LJ outages. The status page at Warped should contain a link back to the support page when the status is presumed to be normal in order to report outages. Furthermore, to handle the case when BML pages are down and the support page is inaccessible, an alternate contact method should be listed on the status page. There should be some dire warning about mis-use of this means of contact. Both this alternate contact method and the link to the support page should not be visible when the LJ staff are handling an outage, in order to minimize the number of outage reports.

An ordered list of benefits

  • Reduces number of support requests when a known problem is being handled.
  • Exposes a method to contact LJ staff if the normal support mechanism is inaccessible.
  • An ordered list of problems/issues involved

  • More work when updating the status page.
  • Exposing a direct method to contact LJ staff could cause people to bypass support in trivial situations.
  • Someone needs to regularly check this direct contact mailbox/pager/or whatever.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • The hyperlink from support to the status page can be permanent.
  • The hyperlink from the status to the support page could be added/removed by a simple mechanism to generate the required HTML. Perhaps this could be a script in which a brief description of the problem is one input, and the normal/abnormal status of LJ is the other.
  • Tags: documentation, § implemented
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