A live status-page update should tell customers what is happening now: which service is affected, what users are experiencing, what responders are doing, and when the next update will arrive. A bug report or postmortem has a different job: preserve what happened, when it happened, why it happened, and what the team will change. Keep the status current; save the complete history for the retrospective.
What a live status update needs to say
Write for the person trying to understand the service impact, not for the responders who already know the technical details. A useful update gives readers five things, in a compact order:
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- Current state: Is the team investigating, applying a fix, monitoring recovery, or finished?
- Affected service or users: Identify the component, product, or user group involved.
- Observed impact: Describe what customers may be seeing, such as failed requests or delayed processing. State only what is known.
- Action underway: Explain what responders are doing in language customers can follow.
- Next update time: Give a specific time or interval for the next communication, even if there is no new diagnosis yet.
For example: “We’re investigating elevated errors affecting file uploads. Some customers may be unable to upload files. Our team is checking the upload service and will post another update by 14:30 UTC.” This reports impact and action without asserting an unconfirmed cause or promising a fix time.
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Atlassian’s incident communication guidance recommends updates every 30 minutes, or another cadence suited to the situation. Treat that as operational guidance, not a measured guarantee: choose a cadence your team can maintain, and keep posting at the promised intervals while the incident is open.
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Use the incident state that matches the evidence
A label alone may not tell a customer what to expect. Pair the state with a plain-language explanation of the impact and response. Atlassian Statuspage documents these four states:
| State | When it fits | What to explain to readers |
|---|---|---|
| Investigating | Symptoms are visible, but the cause is not yet known. | What is affected and that the team is investigating; do not present a suspected cause as fact. |
| Identified | The cause is known and a fix is underway. | Describe the confirmed issue and the remediation work, without promising an unsupported completion time. |
| Monitoring | A fix appears successful, and the team is watching for symptoms. | Say that the apparent recovery is being monitored; do not imply the incident is fully resolved yet. |
| Resolved | The cause has been eliminated and systems have returned to full performance. | State that service has recovered. Mark the incident resolved only when those conditions are met. |
These definitions come from Atlassian Statuspage’s incident-status documentation. The useful distinction is not grammatical tense: it is whether the update accurately describes the service’s current condition.
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Keep the message current without hiding the history
Past events can belong in a live update when they help explain the present. For example, responders may say that a mitigation was deployed and that they are now monitoring its effect. But the update’s main point should remain the current state and the next expected communication—not a complete account of every event since the incident began.
If the cause is unknown, say that investigation is ongoing. If a mitigation is in place but users are still seeing symptoms, say so and explain that the team is monitoring. Avoid speculative explanations, technical shorthand without a user-facing translation, and estimated fix times that the team cannot support.
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Keep facts aligned across the status page, email, and social channels. Atlassian’s communication tips also emphasize timely, precise, consistent, empathetic updates. Acknowledge the disruption without letting empathy substitute for practical details about impact and response.
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A live update is not the incident record. Once service is restored, a retrospective can establish the fuller sequence: what began, what users experienced, what responders did, when communications went out, how service recovered, and what follow-up work is intended to reduce recurrence. Use past tense where it makes that chronology clearer.
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Keep confirmed causes distinct from contributing factors and unresolved questions. A postmortem should not turn a plausible explanation into a definitive root cause if the evidence does not support it. PagerDuty’s postmortem template includes a timeline and calls for links or logs that support its timestamps.
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A simple editorial check before publishing
- Can a customer tell which service or users are affected?
- Does the impact description distinguish observed facts from suspected causes?
- Does the stated incident state match what responders know and what users are experiencing?
- Is the next update time clear, and can the team meet it?
- Do the status page and other channels give the same factual account?
The live page answers “What is happening now?” The incident timeline and postmortem answer “What happened, and what follows from it?” Keeping those purposes separate makes live communication useful without sacrificing the record needed to learn from the incident.
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