When the merchandise and options you employ aren’t working as they need to, we all know it’s actually necessary to have the ability to entry details about what’s taking place and why shortly. We’ve just lately made some adjustments to the way in which Xero’s standing web page works for that purpose, to make sure the data you obtain is extra constant, correct and worthwhile.
Now, while you entry Xero’s standing web page, issues will look a little bit totally different in each how the data is grouped, in addition to the content material of the replace itself. You’ve informed us previously that extra significant element within the updates can be actually useful, so we’ve been listening intently and have made adjustments to handle this suggestions.
We’re dedicated to offering you elevated transparency, and these updates have been designed to give you extra readability and confidence in occasions the place that basically issues. Right here’s what’s new.
What you’ll be able to count on to see from the adjustments
An improved navigation expertise
Xero is increasing its standing web page groupings to extra comprehensively present our suite of merchandise and accomplice instruments, a few of that are location-specific. Which means, the place beforehand we solely confirmed Xero, Xero Central, Hubdoc after which a dropdown for 5 accomplice instruments, we are going to now present a extra holistic record which you could filter by nation.
This may enable us to raised talk how remoted an incident or outage is, and so that you can higher perceive the scope as a substitute of studying a generic replace that will not apply to most of our platform or merchandise.
One other important change you’ll discover is the way you navigate to incident historical past. Previous incidents can be reported on the backside of the web page, whereas now it is possible for you to to click-through to a separate web page to view them. Not solely will this simplify the expertise you’ve when navigating by our product groupings, however it should can help you extra carefully have interaction with incidents to search out the one which’s related to you (must you need to know extra about it).
Extra significant communication
Throughout an incident, we all know how crucial it’s so that you can obtain common updates on what’s taking place behind-the-scenes to resolve issues (and relaxation assured, there’s at all times so much happening). Whereas we used to replace the web page each 15 minutes, we acknowledge that these updates – whereas frequent – could not have at all times offered you with further worth.
To enhance this, we now are solely offering updates when there’s a significant change. Nonetheless, we nonetheless need you to know that we’re progressing with a repair, which is why we’re together with a well timed ‘final reviewed’ stamp. So, even when there isn’t any new info, we’re nonetheless on the case with out cluttering your feed with the identical repetition.
When issues are resolved, you’ll now additionally be capable of entry an in depth replace inside 24 hours, which is able to embrace a short abstract of the problem and the steps which were taken to resolve it. We hope that this can go a way in reassuring you why these points have occurred and the way well-equipped we’re to cope with them.
Why we’ve made these adjustments and what’s subsequent
We all know that adjustments to the way in which issues feel and look can really feel exhausting to navigate, however we’re dedicated to offering you useful perception that’s correct, constant and worthwhile. Whereas we all know that any outages usually are not ultimate for our clients, we now have the techniques and groups in place to resolve them in the event that they occur.
We hope that these enhancements to the standing replace web page offers you extra readability when incidents happen. Over the subsequent few months, we’re actually excited to proceed constructing out the capabilities of Xero’s standing web page, however when you’ve got questions or suggestions within the meantime, please don’t hesitate to succeed in out to buyer assist.