Service outage

How to handle service unavailability?

Note for external users: If you experience any outage of our production services contact us in the #safe channel in our discord

Sometimes it happens that the services might not be responsive. Sometimes this is expected, sometimes not.

• Production services should be available at all times if there was no prior announcement.
• Staging environments are expected to have times when they are not available.

These issues normally don’t persist. If this is the case the Safe backend team should be contacted. It should only be the last measure to contact the Gnosis dev ops team and if possible this should only be done by the Safe backend team.

Decision flow

To make it easier to decide on the steps that should be taken please go through the following questions:

Was there an announcement/ update?

• Yes -> Wait and check later again
• No -> check next

What environment is it?

• Production -> Contact the Safe backend team on the internal channels
• Staging -> Continue

How long does the issue persist?

• Less than 30 min -> Wait and check later again
• Longer than 30 min -> Continue

Was the Safe backend team already notified?

• No -> Contact the Safe backend team on the internal channels
• Yes, and there was no reaction -> Contact the Gnosis dev ops team