Status
TREX OTT Service Status and Maintenance
How maintenance is communicated, what the status page does and does not measure, and how to tell your customers something true while you are still finding out.
What the status page shows
The status page runs live checks: the site and its database, the store, and the app activation service. Each row says whether it is an internal check or a real HTTP request, and the timestamp is the actual probe time.
There is no uptime percentage on it, deliberately. Publishing one would require continuous measurement history that we do not retain, so the number would be decoration. If you need an uptime commitment for your own contracts, raise it with sales rather than quoting a figure from a web page.
What it does not cover
Individual channels are not probed. A single channel failing is a source problem, and the only way it reaches us is if you report it with the name and the time — see support escalation.
Maintenance
Where maintenance is planned and customer-visible, it is announced through the reseller channels before it happens. Anything that affects a noticeable number of customers is added to the incident log on the status page after the fact, so there is a record you can point at.
Telling your customers
| Situation | Say | Do not say |
|---|---|---|
| You have confirmed an outage | “There is a fault affecting some channels. It is with the provider and I will update you when I know more.” | A restoration time you have been given no basis for |
| You are still diagnosing | “I am checking whether this is your connection or the service. Can you try on mobile data?” | “It is fine for everyone else” before you have checked |
| It turned out to be their Wi-Fi | “The stream is reaching your line correctly; the drop is between your router and the device.” | Anything that implies they are lying |
| Maintenance is scheduled | “There is planned work on [date]. You may see a short interruption.” | “There will be no interruption” |
Do not promise your customers an uptime percentage or a restoration time you have not been given. A missed promise costs you more credibility than the outage did.
Questions
Will I be told before maintenance?
For planned, customer-visible work, yes, through the reseller channels. Emergency work by definition cannot be announced in advance.
Can I embed your status page?
Link to it rather than embedding it, so your customers always see the current check rather than a cached copy.
Do you offer an SLA?
That is a commercial question for sales, in writing. There is no SLA implied by anything on this website.