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The TruCom platform Status & monitoring
Clarity when customers need it most

Keep people informed while you put things right.

An interruption is easier to understand when customers know what is happening. Connect service monitoring with incident updates and a public place to follow progress.

Get started with TruCom Explore the example

Notice the issue. Carry the work through.
Keep your customers in the picture.

Service statusInteractive example
Your public status page

An issue is affecting
the customer portal.

Follow service health and the latest updates from our team.

Customer portalPartial outage
WebsiteOperational
MessagingOperational
Investigating09:20

Customer portal access

Some customers are unable to open the portal. We’re investigating. Our website and messaging services are unaffected.

A clear update, close to the affected service.
Follow this example incident

Product example. Follow an incident from investigation through recovery and resolution.

01 See what’s affected.02 Give the work a next step.03 Keep people up to date.
Start with the services people use

“Is it just me?”
Give them a place to check.

A customer trying to sign in needs to know whether the portal is working. Your team needs to understand what’s behind the problem. Components connect those two views: the service customers recognise and the checks that help you look after it.

One customer-facing service

Customer portal

The name your customers know.

Partial outage
Portal availabilityHTTP / HTTPS check
Account responseAPI / JSON check
Sign-in journeySynthetic browser check

Product example. A component can be linked to more than one monitor.

Organise

Use names that make sense.

Create components for your services and group related ones together. Make the public view easy to scan, even when your setup has several moving parts.

Choose

Share the useful view.

Choose which components and groups are public. Monitor configuration, private incident updates and customer support records stay within your workspace.

Manage

Keep a person in control.

Use authorised manual health changes when your team needs to reflect what it knows. Overrides can have an expiry, with an audit record of the change.

Look beyond whether a page opens

Check the parts
your customers depend on.

Availability is only part of the picture. A page can load while an important response is wrong, a scheduled job has stopped or a customer journey breaks. Choose checks that reflect the way your service works.

A response worth checking

The service responds.
Does it respond correctly?

Check whether an endpoint is reachable, returns the expected status or contains the content your team expects to see.

Example checkAccount response
Type
API / JSON
Expected status
200
JSON assertion
success equals true
01

HTTP / HTTPS

Check an endpoint’s availability and response status.

02

API / JSON

Check an API response, with optional JSON assertions.

03

Keyword / content

Confirm that a response contains the public content you expect.

Available checks, locations, intervals and capacity follow your plan and monitoring setup.

A single failed check needs context

Confirm the signal
before calling it an outage.

Choose available monitoring locations, set the agreement needed between them and define consecutive failure and recovery thresholds. Confirmed failures can open an incident; confirmed recovery moves the work toward monitoring and resolution. Core detection and recovery work independently of AI.

From the first signal to a clear resolution

Give the incident
a story people can follow.

Start an incident manually or let confirmed monitor failures create one. Identify the affected components, acknowledge the work and keep the timeline current as your team learns more.

  1. 01

    Investigating

    Say what is affected and let customers know the team is looking into it.

  2. 02

    Identified

    Share what you have established and the next step in the response.

  3. 03

    Monitoring

    Explain that service is recovering while you check that it stays stable.

  4. 04

    Resolved

    Close the incident with a clear account of the recovery.

For customers

“Access is returning.
We’re checking stability.”

Publish a clear update on the status page. Customers can follow the incident without seeing your internal investigation.

For your team

“Portal checks are passing.
Let’s keep watching.”

Keep private updates and investigation details in the incident record, alongside the evidence your team needs.

Published public updates remain part of the timeline. Add a new update when you need to clarify or correct the story.

Planned work deserves a little notice

Give customers
time to plan around it.

Schedule maintenance with a start, an end and the services it affects. Describe the expected impact in plain language, then keep the page current as the work progresses.

Monitoring continues during the work. You can suppress ordinary monitor incidents for the affected services within the configured maintenance window. If the work runs over, it can be flagged for your team to follow up.

  • Choose the affected components.
  • Share scheduled, in-progress and completion updates.
  • Choose whether to notify subscribers.
Scheduled maintenanceProduct example
Scheduled

A little work
behind the scenes.

We’re updating the customer portal. Access may be briefly interrupted during the window.

Service
Customer portal
Window
Sunday · 01:00–02:00 UTC
ScheduledIn progressCompleted
One place for the answer

Keep the update easy
to find. And easy to follow.

Give customers a public page for current service health, incident history and planned maintenance. Let people check for themselves, or receive email updates about the services they care about.

Customer portalA history people can read.Example service history
EarlierToday
Resolved incident

Customer portal access

Access was restored and the service remained stable through monitoring.

Choose a history range and open an incident to follow its published updates.

01

Put it on your domain.

Connect your own status subdomain with the DNS records TruCom provides. The page becomes available on that hostname once ownership, routing and HTTPS are ready.

02

Let people follow what matters.

Customers can subscribe to all public services or selected components. Email verification confirms the subscription, with preferences and unsubscribe controls available afterward.

03

Bring it into the support journey.

Make service updates easy to reach from your customer-facing support home. Your team has a clear place to point people during an interruption.

Explore the Support Centre
Turn incident evidence into something useful

A clearer starting point
for the people doing the work.

Use Incident Intelligence to prepare an analysis, draft a customer update or work through a postmortem. AI draws on the incident evidence to help your team put the information into words. Your team reviews it and decides what to publish.

Incident IntelligenceExample drafts
Draft for team review

Start with what the evidence says.

A short brief helps the next teammate understand the incident and the questions still open.

Incident analysis · Product example

What we know

The portal availability check failed. The public website and messaging checks remained healthy.

What to investigate

Review the portal’s recent changes and compare the failing runs with the first customer reports. The cause has not been confirmed.

AI drafts require review and explicit publication. Access and usage follow your workspace’s plan and AI allowance.

Service health and customer support belong together

An incident has an impact.
Keep the customer’s side close.

Link affected conversations and tickets to the incident, so the team can see the requests behind the service issue. Keep the operational response connected to the people waiting for help.

Tickets

Give the response
a place to live.

Create or reuse the incident’s urgent escalation ticket. Keep individual customer tickets linked as separate cases, each with its own follow-through.

Shared inbox

Keep the conversation
with the person.

Connect a customer conversation to the incident while your team continues helping them in the inbox.

Automations

Give a service event
a useful next step.

Use supported incident, monitor and maintenance events to notify the right people. Incident rules can also create or reuse an urgent escalation ticket.

Resolving an incident does not close every related customer ticket. Your team can keep following up on each person’s request.

A few practical questions

Before you put
your status page to work.

What’s the difference between a component and a monitor?

A component is a service your customers recognise, such as your website or customer portal. A monitor is a technical check linked to that service. You can use several monitors to help understand one component.

Can we manage incidents ourselves?

Yes. Authorised teammates can create incidents, choose the affected components, set severity and publish updates. Confirmed monitor failures can also create incidents through the monitoring workflow.

How does recovery work?

Monitor recovery uses its configured healthy-check threshold. A monitor-linked incident can move into Monitoring, then resolve after the stability checks pass. Your team can also manage incident transitions and communicate what it has confirmed.

Can customers see our internal notes or monitor settings?

The public page shows public components, published incident updates and the maintenance or incident documents you choose to share. Private incident updates, monitor configuration and linked customer conversations or tickets stay within the workspace.

Can customers subscribe without creating an account?

Yes. They can enter an email address, choose all public components or selected services and verify their subscription. Email links let them manage their preferences or unsubscribe.

Can we use our own domain?

Yes. Add a status subdomain and follow the provided ownership and routing DNS records. TruCom activates the hostname after the required checks and HTTPS provisioning are complete.

Does monitoring depend on AI?

No. Core checks, failure confirmation and recovery run independently of AI. Incident Intelligence helps your team prepare analysis and communication drafts; an authorised teammate reviews and publishes them.

Where do we check what’s included?

See plans and pricing for the tools and capacity that fit your team. Monitor types, locations, intervals and AI usage depend on your plan and setup.

TruCom Status & monitoring

When something happens,
keep people in the picture.

A clear place to check. A useful update. A team following through.

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