Incidents and maintenance
How incidents and planned maintenance are reported.
- Do I get credits or refunds for downtime?No automatic downtime credits are published. The Terms don't guarantee uninterrupted service; contact support if an incident cost you money.FAQ
- Does Clatter Labs announce maintenance in advance?Yes. Maintenance notices are posted on the status page in advance so you can plan around them.FAQ
- How are incidents reported on the status page?Active incidents appear at the top with investigation steps, causes and progress until resolved, then move to History.Explainer
- Something is clearly down but there's no incident yet. Why?The team may still be confirming it. Report it to support with details, and check again shortly.FAQ
- What happens during an incident, from start to finish?An incident is created, updated as the team investigates and fixes it, then marked resolved. Subscribers are emailed at each step.FAQ
- What should I do during an incident?Follow the incident updates, retry with backoff, avoid tight retry loops, and switch effort or wait if a model is affected.How-to
- Why do incidents happen?Software bugs, capacity limits, maintenance, or outages at third-party infrastructure providers can all cause incidents.FAQ
- Will I get an explanation after an incident?Incident posts include causes and progress to resolution, and they stay in History for later review.FAQ
Still need help?
Tried the steps above and still stuck? Email us. We usually reply within the first hour, and always within 24 hours. A full support team is with you.
Infrastructure questions, or permanent deletion of your data
infrastructure@clatterlabs.xyzFor deleting your whole account or the data of one service.