SI Status shows how everything your SIs do is working right now, and makes sure the right people hear about it the moment something goes wrong. Open it from SI Assistant → SI Workforce → Status.
Before you start
You need View SI Workforce, Supervise SI Members or Manage SI Workforce to open the page. Anyone on call can open it too. Only people with Manage SI Workforce can change who is on call.
Read the status page
Kamo checks every way your SIs work once a minute: Phone Calls, Meetings, Chat, Website Chat, Email, Text Messages, the Work Queue, Tools, Recaps, Approvals, Identity Checks, the Password Vault and the SI Providers your SIs think with.
Each card shows:
- Working (green): things come in and get done.
- Quiet (grey): nothing came in during the last 30 minutes, and nothing is wrong.
- Needs Attention (amber): several things failed, something is stuck waiting, or answers are slow.
- Down (red): nearly everything on that path is failing.
The strip under each card is the last 24 hours, one bar per quarter hour. Click a card to see the last 14 days and what was counted.
When something goes wrong
A problem that lasts two checks in a row becomes an incident on the Incidents tab, and the people on call are told right away. When it clears up for three checks in a row, it is marked fixed by itself.
- Open the incident from the notification, or from the Incidents tab.
- Press Acknowledge. Your team sees that you are handling it, and nobody else is paged again.
- When it is sorted out, press Mark Fixed, or leave it: it closes by itself once it is working again.
Click an incident to see its story: when it started, who was told and how, who acknowledged it, and when it was fixed.
Choose who is on call
- Open the On Call tab.
- Press Add People under a tier and pick the people.
- Tier 1 is told the moment a problem is found.
- Tier 2 is told if nobody has acknowledged it after the escalation time.
- Tier 3 is told after that.
- For each person, choose how they are told: App & Phone (the bell and a phone notification), Text for Outages (only for problems marked Down, and only if their mobile number can take texts) and Email.
- Set the timing: how long before the next tier is told, how often everyone is reminded after that, and when reminders stop.
- Press Save Changes.
Press Send Me a Test Page to see exactly what a page looks like. It goes only to you, in the app.
If nobody is on call, problems go to the people who supervise your SIs, or to your organization's owners if no SI has a supervisor.
Problems on Kamo's side
Some problems are in Kamo's own systems rather than in your setup. They show on your page as Kamo Platform with a short note, and Kamo's team is told and works on them. Nothing needs to be done on your side.