Answer “is it us?” before the tickets pile up
A confirmed incident, the provider status next to it and a status page you can link, so the first reply is a fact and not a guess.
What you see when the queue starts to fill
The incident, whether an upstream provider is involved, and a reply you can copy and edit.
- Incident opened, confirmed by the regions
- Alert reached the #support channel
- Status page note published
Cloudflare is reporting degraded performance
Reply template
Thanks for getting in touch. We are aware that checkout is slow or failing for some customers and are working on it. You can follow updates on our status page. We will reply here as soon as it is resolved.
Your own wording; Tenium does not send customer replies.
Illustrative mock-up
Three things that matter here
A fact to point at
An incident opens only when all two regions confirm it, with the time and the error. Support quotes that instead of guessing.
A status page to link
1 status page on Free, 3 on Starter. Customers read the same story you do, so fewer ask.
Is it a provider?
Follow providers such as Stripe or Cloudflare (beta). When one is degraded, incidents on your linked monitors are tagged with it.
Alerts go where this role already works
E-mail, Discord and Google Chat on every plan; Slack, Telegram, Teams and Mattermost from Starter; webhooks from Pro; Zapier and PagerDuty on Agency. No SMS and no voice calls.
- Slack
- Telegram
- Microsoft Teams
- Google Chat
- Discord
A busy afternoon
Illustrative scenario, not a customer story
- Checkout starts failing. The alert reaches the support channel before the first ticket.
- Support posts a note to the status page and answers the first customers with the link.
- The recovery message arrives. The incident, with its start and end, goes into the follow-up.
Tickets about the outage point to one page instead of one reply each.
What does an hour of downtime cost you?
A rough, honest number to weigh against the price of a monitor. It runs in your browser and nothing is sent anywhere.
For comparison: Starter costs $7 a month. Revenue is not the whole cost (support time, ads still running, trust), so treat this as a floor.
What this gives support, and what it does not
Tenium tells you that something is broken from the outside, since when, and which regions agree. It does not read your tickets, answer customers or write the status page for you. The reply template on this page is only a starting text.
How many colleagues can have their own login depends on the plan: 1 on Free, 2 on Starter, 5 on Pro.
A short routine
Send the alert to the support channel as well as to engineering. Keep one status page for the product and one for each big client if you run an agency. After an incident, add a root-cause note so the next shift can see what happened.
Support questions
Can support see incidents without a monitoring login?
Yes, through the public status page and through alerts sent to your support channel. Extra seats on the account depend on the plan.
Does it write the status page for us?
No. Components turn red and green by themselves, and notes and incident text are written by you.
Can it tell customers directly?
No. It alerts your team and updates a page. There are no SMS or voice notifications to customers.
How do I know if it is a provider?
Follow the provider in the third-party feature (beta). While it is non-operational, incidents on linked monitors carry its name.
Give support the same facts as engineering
Free plan, no card. Add one monitor and one status page, then send the alerts to the support channel.