Service health

Use the service health page when you need to check whether an EtherAssist issue is local to a user, tenant-specific, or related to a broader service event.

Before you begin

• Confirm the user can reach the sign-in page.
• Capture the time, affected feature, and safe error text.
• Check whether the issue affects one user, one organisation, or multiple users.
• Avoid sharing secrets or sensitive customer data in support notes.

Check service health

1. Open the EtherAssist service health or status page provided by your organisation.
2. Review current incidents and maintenance notices.
3. Compare the affected feature with the reported issue.
4. Check recent updates if the issue started after a known change window.
5. Share the customer-safe incident status with affected users when appropriate.

Expected result: you know whether there is a known event or whether local troubleshooting should continue.

Triage a user report

1. Ask the user which page or feature is affected.
2. Confirm the browser, time, and whether sign-in works.
3. Ask whether other users in the same organisation are affected.
4. Check the user's role, subscription state, and any relevant quota.
5. Escalate with the collected details when the issue is not explained by service health.

Escalate with the right details

1. Record the exact time the issue occurred, including timezone.
2. Note the affected page, feature, user role, and organisation.
3. Include safe error text and screenshots only when they do not expose secrets or customer-sensitive content.
4. State whether the issue affects one user, one organisation, or multiple organisations.

Troubleshooting

Next steps

• Sign up and first access
• Manage users
• FAQ