Question 1

Where can I see MoonBase service status?

Accepted Answer

Live service status, incident history, and maintenance announcements are at /status, updated in real time from internal health monitors.

Question 2

How do I subscribe to status updates?

Accepted Answer

Subscribe via email, webhook, or RSS from the status page. Subscribers receive alerts on any incident affecting their tier's SLA.

Question 3

What's MoonBase's uptime target?

Accepted Answer

MoonBase targets 99.9% uptime on the web app and API. Institutional customers have a contractual 99.95% SLA with service credits for any breach.

Question 4

How are incidents communicated?

Accepted Answer

Incidents are posted within 15 minutes of detection with severity, impact, and a live update cadence. Post-mortems for sev-1 and sev-2 incidents are published within 5 business days.

Question 5

What counts as a MoonBase incident?

Accepted Answer

Any reduction in availability, performance, or correctness affecting customer functionality. Internal maintenance that does not affect customers is logged but not posted as an incident.

Question 6

Are maintenance windows scheduled in advance?

Accepted Answer

Yes. Planned maintenance is announced at least 72 hours in advance via email and the status page, scheduled during the lowest-traffic window for affected regions.

Question 7

Can I get incident notifications via webhook?

Accepted Answer

Yes. Configure a webhook URL in account settings to receive structured JSON incident events with severity, components affected, and resolution status.

Question 8

Where can I see historical uptime?

Accepted Answer

The status page shows 90-day rolling uptime per service. Longer historical data is available to Institutional customers on request.

Question 9

What's the difference between degraded and major outage?

Accepted Answer

Degraded means functionality is impaired but usable (e.g. higher latency). Major outage means a core service is unavailable. Both trigger status updates; SLA credits apply only to major outages.

Question 10

Do you publish post-mortems?

Accepted Answer

Yes. Post-mortems for every sev-1 and sev-2 incident are published within 5 business days, including root cause, timeline, customer impact, and prevention work.

Question 11

How do I report an outage I'm seeing?

Accepted Answer

Email reach@moonrig.io or use the in-app chat. Include the timestamp, region, and account ID for fastest triage.

Question 12

Does the status page cover the API and the web app separately?

Accepted Answer

Yes. Web app, scoring engine, marketplace, public API, email, and webhooks are reported separately on the status page.

Question 13

What region does the status page reflect?

Accepted Answer

Status reflects global service health by default; customers on a regional deployment can switch the view to their region for region-specific incidents.

Question 14

Are scheduled maintenance windows counted against uptime?

Accepted Answer

No. Scheduled maintenance announced at least 72 hours in advance does not count against the uptime SLA, in line with industry standard practice.

Question 15

Can I see the underlying monitors?

Accepted Answer

Aggregated monitor health is shown on the status page. Raw monitor data is internal but can be shared in detail during incident response on Institutional customer war rooms.

Question 16

How do I claim SLA credits?

Accepted Answer

Institutional customers eligible for SLA credits should email reach@moonrig.io within 30 days of the incident with affected account IDs. Credits are applied to the next invoice.

Question 17

Does MoonBase use third-party status pages?

Accepted Answer

MoonBase publishes its own status. Underlying provider statuses (Supabase, Cloudflare) are linked from the status page for context during related incidents.

Question 18

How quickly are status updates posted?

Accepted Answer

Initial incident notice within 15 minutes of detection, updates at least every 30 minutes during an active incident, and a resolution notice within 15 minutes of restoration.

Question 19

What if the status page itself is down?

Accepted Answer

The status page is hosted on independent infrastructure with no shared dependencies. If both are down, follow @moonbase on X/Twitter for emergency updates.

Question 20

Can I integrate the status feed with PagerDuty or Opsgenie?

Accepted Answer

Yes. The webhook payload is compatible with PagerDuty, Opsgenie, Datadog, and any tool that accepts standard incident webhooks.

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Frequently asked questions