WP Engine
https://my.wpengine.com/support
US: (844) 635-4322
NewRelic:
https://rpm.newrelic.com/accounts/1987855/applications
Upon receiving a report of a possible outage confirm the event to the best of your ability. Always bear in mind that outages may be intermittent or obfuscated by caching systems. Finally remember to record as much detail about the outage as possible as this will be required during the postmortem, which may not occur for several days after the event.
The following is a rough out line to help you investigate an outage report:
- Log into Slack and join the #cic channel
- Send an @here message alerting everyone in the channel about the reported outage
- Ask the user to provide the exact URL and if possible a screen shot of the outage messages.
- Test the user provided URL yourself in at least two different browsers such as
- Firefox
- Chrome
- Safari
- Edge
- Opera
- Test the URL with a cache busting URL modifier like ?nocache=1
- If the site is part of a MultiSite cluster check the other sites in the cluster.
- Login to NewRelic and examine the server statistics
- If anything is amiss raise the alarm with WP Engine
- via toll free number
- the my.wpengine.com portal (a login account is required)
- You should tag @Robby Klem (our WPE technical rep) in the #cic channel
- As a last resort you can tag @Eva Van Voorhis (our WPE account rep) in the #cic channel
- Send an initial outage notice to both of the Haymarket email groups
- Continue to provide updates in the #cic channel on slack
- Continue to send out status updates every 30 minutes
- Upon resolution send out an final resolution notice
- Create a Postmortem ticket in Jira & schedule a meeting for not more than 2 weeks after the event.
Remember that postmortems should be open to everyone and it is recommended that contain a web and dial-in to maximize accessibility .