This page outlines how Hotjar deals with incidents and planned maintenance.
Incident Response Plan
Incident Response Plans give us a defined process to rapidly identify the root cause of an incident and deploy a fix. It also helps us manage the process of communicating with our users. To be able to effectively tackle incidents, Hotjar has Incident Response Managers (IRMs) who are in charge of making sure our processes are properly followed when an incident occurs. As soon as an incident is detected, our IRMs are notified and follow a list of steps.
What's an incident?
To determine if an incident has occurred, our team checks the following list to see if the current situation matches one of our predefined conditions:
Steps taken after an incident has been identified
IRMs set up a call.
An Incident Tech liaison and Support liaison is chosen. Each coordinate with our Engineering and Customer Experience departments.
A status update is posted on status.hotjar.com.
The status update is also posted to Twitter to inform customers and let them know what our team is doing to rectify the issue.
An Incident Report is published on our Knowledge Base.
After the incident has been resolved, an explanation of what happen is added to the Knowledge Base. Past Incident Reports are available.
Customer Reach Out.
In some cases, we may also reach out to customers via email or using an in-app message with further details on the incident.
What is Planned Maintenance?
Planned maintenance ensures Hotjar's infrastructure can continually cope with increasing levels of traffic. Our engineering team periodically upgrades hardware and optimizes various parts of the system.
To ensure the minimal disruption for our customers, we have a dedicated weekly 15-minute maintenance window which engineers can use to perform infrastructural upgrades that may require downtime. The maintenance window is every Saturday between 22:00 UTC and 22:15 UTC, the time with the lowest traffic based on traffic logs.
During maintenance, the app may be slow. In case of downtime, it will be completely unresponsive. To see Hotjar's current status, you can visit status.hotjar.com.