Status Page Updates need to be Timely!

VTSteveVTSteve Member Posts: 16

Lightspeed is again having connectivity issues.

For 20 minutes we can't POS, and then Chat Support tells me they are aware of the issue and working on it (after waiting 15 minutes for support).

Yet the Lightspeed Status Page (https://status.lightspeedhq.com/) still shows EVERY is Hunky Dory with no problems at all. The Whole Purpose of that page is to inform us if you know there is a problem. It can't be that tough to update it.

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3 comments

  • CominaComina Member Posts: 1

    Agree. We had problems with Lightspeed hub today-couldn't print receipts, etc. and find out that there is an upgrade. Communication is critical!

  • VD_LSVD_LS Administrator, Moderator, Lightspeed Staff Posts: 796 moderator

    Hi @VTSteve

    We understand the frustration and wanting to be updated in a timely manner. When something stops working, it often impacts a small group of users before spreading to others, which can make it feel like it takes a while before being notified.

    Support is the team who are usually notified first since we speak to merchants directly. When we get calls, we flag it and start gathering information on the users affected, confirm how many times this was flagged (in case it's a local or server issue) and finally, determine where users are effected. Once this intel is retrieved, we update the page.

    Of course, this could mean that there is a slight delay that depends on how quickly the team catches wind of the issue, but it also ensures that the page is appropriately updated and contains no errors or misinformations.


    Thank you so much for your feedback!

    ———

    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • VD_LSVD_LS Administrator, Moderator, Lightspeed Staff Posts: 796 moderator

    Hey @Comina

    If the basic troubleshooting steps for the hub (like disconnecting it, then reconnecting it) don't work, you can contact our support team and we can help you diagnose if this is an ongoing investigation or potentially a workflow correction that needs to happen. The status page is used if there is an event that affects multiple users at the same time where they are unable to continue running sales or acessing critical parts of the software.


    Hope this helps!

    ———

    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    All the best!

    Vanessa

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

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