A company portal stops responding. Users try to log in, someone retries several times and, eventually, the first ticket reaches the Service Desk. Only then does the IT team discover that the service is unreachable, without knowing exactly for how long. A situation that can happen even in the most organized companies, especially when service monitoring relies on separate tools or on user reports.
To get ahead of these problems, Deepser introduces Uptime, the new module that automatically monitors the availability of websites, portals, applications and APIs. The system checks at regular intervals that services respond correctly, records any outages and measures their duration. The information is immediately available in the platform, where it can be linked to tickets and shared with customers through the User Portal.
Knowing when a service goes down
The time between the start of an outage and its detection can directly affect the quality of the service you deliver. The sooner the problem is detected, the sooner the IT team can act.
With Uptime, each service is checked automatically through HTTP or HTTPS requests, at a configurable frequency that can go as often as once a minute.
For each monitor you can define which server responses to consider valid and how many consecutive checks must fail before an outage is confirmed. This mechanism prevents a momentary slowdown or a single connection error from being treated as a real disruption.
When the problem is confirmed, the service switches to the Down state and Deepser automatically opens an outage record. Once operation is restored, the event is closed, keeping all the information needed to reconstruct what happened.
Every minute of downtime is recorded
When a customer asks how long an outage lasted, the answer should be immediate. Yet, without dedicated monitoring, reconstructing the start and end of an outage can take time and manual checks.
Uptime keeps a history of detected outages, with the start and end time, the duration and the reason for the error, such as a missing server response or an HTTP error.
Even while the outage is still ongoing, the duration is updated at every check. In addition, the system considers the start of the outage to be the moment of the first failed check, rather than the moment of confirmation.
This information is the basis for automatically calculating the availability percentage of each service, available over three time ranges:
- 24 hours, to check the most recent outages.
- 30 days, to observe the availability trend.
- One year, to assess the reliability of the service over a longer period.
Particularly useful information when you need to verify compliance with the SLAs agreed with customers. Instead of relying on estimates, managers can consult data recorded by the system and compare it with contractual commitments.
Scheduled maintenance stays out of the calculation
A service temporarily suspended for a planned update should not affect availability in the same way as an unexpected outage.
That’s why the module lets you schedule maintenance windows during which checks are suspended. The affected period is excluded from the availability calculation, preventing an agreed intervention from artificially lowering the percentages.
You can also temporarily pause a single monitor, for example during a migration or an infrastructure change.
This way, availability data takes scheduled activities into account, offering a more reliable representation of service continuity.
One outage, all related tickets
When a company service becomes unreachable, many support requests about the same problem can come in. Without a link between monitoring and Ticket Management, agents risk handling each report without immediately having a complete view of the incident.
Uptime lets you link tickets to the outage that generated them, bringing the information together directly in Deepser.
From the outage record you can see all the related requests. By opening a ticket, instead, the agent can trace the affected service and consult the details of the outage.
This connection simplifies the management of incidents involving multiple users and makes it possible to reconstruct the impact of the problem more precisely once it is resolved.
The integration with Deepser also offers the possibility of using Flow, the platform’s automation engine, to trigger actions following changes in monitor status.
For example, you can configure a workflow that opens a ticket when a service switches to the Down state, or that sends a notification to the person in charge.
HTTPS certificate expiry under control too
Sometimes a service can stop being accessible without an actual application failure. This can happen when an SSL/TLS certificate expires and browsers start flagging security issues with the connection.
For HTTPS services, Uptime detects and stores the certificate’s expiry date directly in the monitor’s record.
This lets IT teams consult an important piece of information for service continuity and plan any renewals in good time.
Certificate checking thus becomes part of the control activities managed through Deepser, without the need to manually retrieve expiry dates from individual sites.
Customers can check the status of their own services
For a company that provides IT services, transparency about availability is part of the relationship with the customer. Knowing whether an application is reachable, or consulting availability data, shouldn’t require a phone call to support every time.
Uptime can make this information accessible directly from Deepser’s User Portal, allowing customers to check the status of their services on their own.
Visibility is managed through the company associations and permissions already present in the platform. Each service can be linked to the company that delivers it and to the one it is assigned to, while administrators decide which monitors to show on the Portal and which user groups to enable the feature for.
This way, each customer can consult only the services that concern them.
An advantage for Managed Service Providers too, who can monitor the services of multiple customers from the same Deepser instance, keeping the information separate and offering each organization a dedicated view.
Setting up a monitor takes just a few steps
Activating monitoring starts with creating a new monitor inside Deepser.
You enter the service’s HTTP or HTTPS address, set the check frequency and define the conditions that determine the switch to the Down state. You can also link the service to the companies involved and configure any maintenance windows.
From that moment, Deepser runs the checks according to the defined settings and stores the results of every check, including response times and any errors.
When an outage occurs, the outage is logged automatically. When the service is restored, the system completes its history and updates the availability percentages.
All the information remains available in the platform, at the disposal of the agents and managers who need to follow how services are performing.
Monitoring becomes part of Service Management
With the introduction of Uptime, companies can pair Ticket Management with a system for controlling the availability of web services, using the same platform they rely on every day to manage support requests.
A single environment to detect outages, connect them to tickets and check service availability, with the option to share this information with customers as well.
The integration helps reduce reliance on separate tools and gives IT teams a more complete view of what happens before and during an outage.
Availability
The new Uptime module is included in the Deepser Plus license, allowing companies to extend their monitoring capabilities directly from their Service Management platform.
If you’re already a Deepser customer, contact our support team for more information on activation. If you want to discover how Uptime can help your company, request a demo from our sales team!
