Check service status and report an incident
Distinguish a service incident from an account or configuration issue, check published status, and report impact with safe operational evidence.
Audience, roles, and scope
Support service-status and incident-reporting path; internal emergency and security incident processes remain organization-specific.
Who this is for
- Users and administrators experiencing service impact
Roles
- Affected user
- Tenant administrator
- Incident reporter
Before you begin
- Affected service and tenant
- Approximate start time, impact, and reproducible symptom
Article tags
- service-status
- incident
- outage
- availability
- support
Procedures
Follow the sequence and stop when identity, authorization, target, or result differs from the article.
Triage and report service impact
Check broad status before repeating risky actions or opening duplicate reports.
- 1Stop unsafe retries
Pause sends, payments, approvals, uploads, deletions, or exports when the first operation’s outcome is unknown.
- 2Check scope and status
Compare another safe page or authorized user, confirm tenant and network context, and review the support status page for the affected service.
- 3Report material impact
Provide service, tenant, start time and zone, affected population, exact sanitized symptom, business impact, safe reproduction steps, and correlation identifiers.
The issue is associated with a published event or reaches support as one actionable, safely documented incident report.
Security and data handling
- Use only the identity, tenant, role, and data scope approved for the task.
- Verify targets and expected effects before saving, sending, publishing, exporting, deleting, or approving.
- Keep secrets and regulated data out of screenshots, URLs, free-text diagnostics, and ordinary support messages.
- Use the organization security-incident channel immediately when compromise, data exposure, fraud, or credential theft is suspected.
Known limitations
- A green status page does not rule out tenant-specific, regional, newly developing, or unmonitored impact.
- Published incident timing and scope can change as investigation proceeds.
Troubleshooting
You cannot open Vianordis Support
Likely cause: The session expired, the account is not entitled, or the required tenant or role claim is missing.
- Open the service through the approved Vianordis entry point and sign in again.
- Confirm the intended organization, tenant, and account are in use.
- If access remains denied, record the time and request an entitlement check; do not attempt direct-URL bypasses.
A documented control or navigation item is not visible
Likely cause: The current role, subscription, tenant configuration, release status, or feature flag does not expose it.
- Confirm the audience, role, prerequisites, and limitations in this article.
- Refresh after a new sign-in and verify the correct tenant context.
- Ask the responsible administrator whether the capability is enabled before reporting a defect.
A saved change or background result is not visible
Likely cause: Validation failed, processing is incomplete, the view is stale, or the feature is locally simulated rather than persisted.
- Review inline validation, status indicators, filters, and the selected tenant or workspace.
- Refresh once and search by a stable identifier before repeating the action.
- Do not repeat irreversible or externally visible actions until the first operation's state is known.
Source verification
Status display and support contact routes were reviewed in the pinned source.
Reviewed paths at 4753b1a
src/app/[locale]/status/page.tsxsrc/app/api/status/route.tssrc/app/[locale]/contact/page.tsx
Contact support
Contact support when
- A repeatable Vianordis Support error blocks an approved task
- Expected access, tenant scope, data, or status appears incorrect
- A security, privacy, financial, compliance, or data-loss concern is suspected
Include
- The page, action, expected result, and exact error text
- The time of occurrence with time zone and whether it is reproducible
- Your tenant, role, browser, and sanitized record or correlation identifier
- The troubleshooting steps already completed
Never include
- Passwords, access tokens, API keys, recovery codes, session cookies, or private keys
- Unredacted personal, financial, health, student, employee, or other regulated data
- Confidential documents or message bodies unless support provides an approved secure channel