Getting Notification of Outages


| Reading time 1 minute

To ensure you receive timely notification of issues, outages and status of the Genability API and web applications, we are instituting a new support notification process. We promise you the following:

1. Outage Notifications We have internal and external monitoring services which automatically notify our engineering team of issues. If the API or app servers experience an outage, a significant slowdown, or some other issue, we will send a notification email to you via Zendesk. We will tell you exactly which services are, and are not, affected. We’ve now tied notifying you into our production notification process.

2. Periodic Updates As our engineering team works on the issue, we will provide you with periodic and timely updates on the status of the issue. We will also include, to the best of our ability, an estimated time to resolution.

3. Resolution Notifications As soon as we have confirmed that the service is back online or the issue is resolved, we will send word via email.

4. Post-Mortem Results After every outage, we have an internal post-mortem where we investigate what caused the issue and identify measures to prevent it from reoccurring. Once complete we will send you a summary. Our goal is to send the summary within 24 hours, although this may vary depending on the issue’s complexity.

The notifications will be sent to the addresses you designate for this purpose. We have one list for API notifications, and another for web app notifications, as issues with one may not impact the other. For example, API notifications may be of importance for your IT and production support teams, whereas web app issues would impact internal end-users.

Update your contact addresses at any time by sending an email to

We take any outage or issue seriously. In addition to better outage notification, we’re working hard to prevent outages from occurring at all. We will blog separately on our service levels agreements (SLAs) and what we are doing to make our services more resilient and performant.

Also in Products

Canadina Electricity Rates added to our Electricity Rate Database

By Eric Danziger | May 22, 2014

Genability has expanded its tariff coverage to our neighbors up north! We now have Canadian residential and commercial utilities, tariffs, riders and territories available in our Switch and Conduct products.

Calculating Future Utility Costs with Seasonal Electricity Rates

By John Tucker | Mar 5, 2014

Genability has added forecasted seasonal rates to our Solar Savings calculations.  Not to be confused with utility rate inflation (we’ve got some upgrades coming in this area soon), forecasted seasonal rates allow you to use the most...

Better Solar Enery Savings Estimates Using Hawaiian SunZones

By John Tucker | Mar 4, 2014

Solar is an attractive proposition in Hawaii, with great solar irradiance and high utility rates. 1 out of 4 homes in Hawaii has gone solar.  A home in Honolulu that uses 1,000 kWh/month and installs a 5...

Genability Releases Solar Savings Tools For PV Developers And Installers

By Eric Danziger | Jun 8, 2013

We are proud to release our Solar Savings product, Genability Switch into the universe. Genability Switch helps residential and commercial solar providers deliver precise Solar Avoided Cost Calculations to their customers.  This includes tools to analyze leads,...