How Hornbill Monitors Service Status

Hornbill's monitoring system provides comprehensive, real-time insights into the performance and availability of its services. This system, driven by Hornbill ESP Platform, Hornbill Service Manager, Hornbill AI and ITOM, continuously checks all Hornbill instances every minute. To ensure a reliable and accurate representation of service health, monitoring is conducted from six different global locations. Our SLA is 99.99% uptime, however our internal target is 99.995%.

Key Metrics and Outage Protocol

• The system flags any response time exceeding 100ms for immediate investigation by our operations team.
• An outage is officially posted on the status page if it affects more than 1% of all instances, for longer than 5 Minutes.
• Our application support teams can also manually raise an outage for a "showstopper" defect or application issue that impacts a significant number of customers.

Communication and Transparency

Once an outage is raised, the status page is updated to show the impacted area (e.g., a data center or specific application) and a detailed timeline of events. These updates occur every 15 minutes until the issue is resolved.

• Status Page Dials: The main status page features a series of dials that display endpoint uptime for the last 24 hours, 7 days, 30 days, and 365 days.
• Historic Data: The historic stats section provides a heatmap showing uptime over the last 90 rolling days. It also includes links to Root Cause Analysis (RCA) documents for any outages that occurred within that period. These are also posted on our forum and we aim to post these within 24 Hours from resolution.
• Individual Customer Uptime: Customers can check their specific instance's uptime for the last 30, 90, and 365 days through their customer portal or on request via their account manager.

Frequently Asked Questions