Reacting to website failure: A foolproof process (infographic)

Reageren op website-mislukking: een water volgens proces (infographic)

Foutloze websites, online winkels van web-apps bestaan ​​eenvoudigweg niet. Ondanks een voorbeeldige infrastructuur, gedupliceerde systemen en uitstekende mechanische instrumenten kan er altijd iets misgaan.
Wij bieden u een waar proces dat u kunt toepassen in een crisissituatie - uiteraard aan te passen aan uw voorwaarden.

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Reacting to website failure: A foolproof process (infographic)



Source: Reacting to website failure: A foolproof process (infographic)

Text version of the process

When you aren’t using monitoring When you are using monitoring

1. Detecting a failure.
You notice a problem with the website on your own or – even worse – you learn about it from the users.
In any case, some time passes from the occurrence of the failure.		 You receive an alert via email and/or SMS as soon as the failure occurs.

2. Failure verification.
Make sure that the failure has actually occurred – and it’s not a local problem on your end.
To confirm that the website is unavailable you can use, e.g. www.website-down.com.		 Monitoring will alert you only after it confirms the failure from several independent locations.

3. Checking the type of failure.
If you aren’t an IT specialist, you can make a preliminary diagnosis based on the symptoms you are seeing – e.g. messages displayed by the browser:
a) “This page could not be found" / “The IP address could not be found" – the domain has expired or an error has occurred in the configuration of the DNS (i.e. the server assigning domain addresses to IP addresses);
b) “Connection timed out" / “The server took too long to respond." – connection to the server could not be established;
c) “Connection is not secure" / “Connection is not private" – the SSL certificate has expired or an error has occurred in its configuration on the server;
d) " 500″ / “Internal server error" – something is wrong with the server’s configuration;
e) “503" / “Service unavailable" – most often the server resources are depleted (server is overloaded);
f) “404" / “Not found" – the sub-page or file with the given address doesn’t exist;
g) “403" / “Access denied" – something is wrong with the given location’s access rights;
h) empty page templates are displayed, with no content – most likely a database failure;
i) one of the website’s features doesn’t work – e.g. navigation, button, form.		 The email alert sent by the monitoring system contains information about the type of failure. Moreover, in the user panel, you will find additional data – such as the HTTP header, HTML content, screenshot, cascade diagram or HAR file.

4. Escalation.
Depending on the supposed type of a failure, report the problem to the appropriate specialist:
– cases a) to e) – server administrators
– cases f) to i) – programmers responsible for the website.		 You can configure the monitoring application so that it also sends alerts directly to administrators and programmers.

5. Information for the users.
Do not try to hide the failure from your users as it can only harm you.
Inform them immediately about:
– the occurrence of a failure
– failure being fixed
– prolonged unavailability.
After the failure has been fixed, explain why it appeared and what measures you are going to take to ensure that the situation does not occur again.		 U kunt een pagina voorbereiden voor uw gebruikers die informeert over de status van uw website, met de huidige status van de fout die direct uit het bewakingssysteem is genomen. U kunt deze pagina ook gebruiken om over de voortgang van de werking van de fout te komen.

6. Conclusies.
Je kunt iets leren van elke mislukking. This in the case of falende systems as procedures for the omgaan met kritieke situaties.
Laat elk evenement u helpen de kans op fouten in de toekomst te verkleinen.

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