Doc Summary
Introduction #
If you are experiencing problems with a ProRedLine service, there may be an active incident affecting part of the ProRedLine network. This article explains what an incident is, where to check for active service issues, and what to do if you are having trouble but do not see an incident listed yet.
What an Incident Is #
An incident is a significant service issue on the ProRedLine network that may affect the availability, stability, or normal operation of one or more services. When an incident occurs, it usually means that a server, platform component, or related infrastructure is not working as expected and may be impacting customers.
Because ProRedLine services run across core infrastructure, a problem on a single server or service layer can sometimes affect multiple customer services at once. When a confirmed issue of that kind is identified, ProRedLine registers it as an incident and publishes it on the official status page.
Where Incidents Are Reported #
All confirmed incidents are posted on the official ProRedLine status website:
This is the main place to check for:
- active incidents
- scheduled maintenance
- resolved incidents
- maintenance history
Once an incident has been confirmed, ProRedLine’s priority is to identify the cause and restore normal service as quickly as possible.
How Long an Incident May Last #
The duration of an incident can vary depending on the cause and complexity of the issue. Some incidents may be resolved within a few minutes, while others may take longer if deeper investigation or recovery work is required.
In many cases, incidents are resolved within a relatively short time, but it is important to understand that there is no fixed duration. A minor issue may be resolved quickly, while a larger or more unusual issue may take significantly longer.
If You Have Problems but No Incident Is Listed #
Sometimes you may experience a service problem before an incident has been confirmed or posted publicly. If you believe the issue is on ProRedLine’s side and there is no active incident shown on the status page, you can report a potential incident for review.
If ProRedLine confirms that a broader service issue is active, a new incident will be published on the status page. This helps ensure that wider problems are communicated transparently once they are verified.
When to Report an Incident #
Reporting a potential incident is appropriate when:
- your service suddenly becomes unreachable
- the issue appears to affect more than just your own setup
- the problem seems related to the ProRedLine platform or infrastructure
- there is no existing incident listed for the issue you are seeing
This process is intended for suspected platform or network issues, not for isolated account or configuration problems.
If the Problem Appears to Be Account-Specific #
If no incident is posted after your report and the issue appears to affect only your own service, the problem may be limited to your account, website, server setup, or configuration. In that case, the correct next step is to create a support ticket instead of waiting for a status page incident.
A support ticket is the better option when:
- the issue only affects your service
- the problem is related to configuration or software
- login, billing, or account access is involved
- the issue is not confirmed as a wider platform incident
Reporting a New Incident #
If you believe there is a new service issue that has not yet been logged, you can report it through the incident reporting form on the status website. This allows ProRedLine to review the situation and determine whether a new incident should be opened publicly.
For broader service disruptions, the status page remains the official communication channel. For individual service help, support tickets remain the correct route.
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