When a system fails in Acall, we will notify our customers based on the degree of impact and bug details.
This page explains how to notify our customers of bug information.


 

Notification for bug Information

Notification Criteria

  • We will notify our clients as bug information if we confirm that all or part of a system function is unavailable, or if there is a severe performance drop.
  • In uncommon cases, such as when the impact affects to a few customers, we may inform them individually rather than sending bug notification.

 

Methods

We will notify bug Information in the following ways

 

Web site (service operation page)

  • You can find the maintenance schedule on the Acall Service operation page (https://status.acall.inc).
  • Please refer to the help page 「Acall Status Page」for the details on the page
  • The expected recovery/fixed time will be notified as soon as it is known. the status of the our response and the next update schedule will be provided until being found clear. 

Promotion (Service Operation Page)

  • If you subscribe to the service operation page, you can receive maintenance schedule updates via e-mail, SMS, Slack, or RSS.
  • Please refer to the help page「Acall Status Page」for the details how to subscribe.

E-mail notification (for contractors and administrators)

  • Emails will be sent to the following email address from contact@acall.inc.
     
    • E-mail address provided at the time of registering for your contract
    • Email address of the worker with administrator/tenant administrator permission

 

Timing of maintenance notification

  Status Web site (Service Operation Page) Promotion (Service Operation Page) E-mail notification (for contractors and administrators)
1 Suspected/Confirming 〇 〇  
2 Event Identified 〇 〇 〇
3 In-Progress 〇 〇  
4 Responded and Under Observation 〇 〇  
5 Resolved 〇 〇 〇
6 Final Report 〇 〇