When the merchandise and options you utilize 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 lately made some modifications to the best way Xero’s standing web page works for that purpose, to make sure the data you obtain is extra constant, correct and precious.
Now, if you entry Xero’s standing web page, issues will look a bit of completely different in each how the data is grouped, in addition to the content material of the replace itself. You’ve advised us up to now that extra significant element within the updates can be actually useful, so we’ve been listening intently and have made modifications 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 possibly can anticipate to see from the modifications
An improved navigation expertise
Xero is increasing its standing web page groupings to extra comprehensively present our suite of merchandise and companion instruments, a few of that are location-specific. Meaning, the place beforehand we solely confirmed Xero, Xero Central, Hubdoc after which a dropdown for 5 companion instruments, we’ll now present a extra holistic record you could filter by nation.
This may permit us to raised talk how remoted an incident or outage is, and so that you can higher perceive the scope as an alternative of studying a generic replace that will not apply to most of our platform or merchandise.
One other vital 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 may have when navigating by means of our product groupings, however it would help you extra carefully interact with incidents to search out the one which’s related to you (do you have to wish to know extra about it).
Extra significant communication
Throughout an incident, we all know how vital 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 lots happening). Whereas we used to replace the web page each quarter-hour, we acknowledge that these updates – whereas frequent – might 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. Nevertheless, 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 a new data, 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 to entry an in depth replace inside 24 hours, which is able to embrace a quick abstract of the difficulty and the steps which have been taken to resolve it. We hope that this may go a way in reassuring you why these points have occurred and the way well-equipped we’re to take care of them.
Why we’ve made these modifications and what’s subsequent
We all know that modifications to the best way issues appear and feel can really feel exhausting to navigate, however we’re dedicated to offering you useful perception that’s correct, constant and precious. Whereas we all know that any outages are usually not perfect for our prospects, we now have the programs and groups in place to resolve them in the event that they occur.
We hope that these enhancements to the standing replace web page provides you with 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 have questions or suggestions within the meantime, please don’t hesitate to succeed in out to buyer assist.