Support Ticket Volume and Downtime: The Hidden Correlation
Downtime increases support ticket volume, but strong monitoring, status pages, and proactive communication can reduce duplicate contacts.
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Blog
Operational notes for teams keeping services online.
Articles from MarionetteOps about uptime monitoring, server operations, incident response, and status page communication.
How Downtime Affects Your NPS Score
Downtime can lower NPS by disrupting workflows, increasing support frustration, damaging trust, and changing how customers describe your product.
Read article arrow_forwardThe Customer Success Manager's Guide to Uptime Conversations
Customer success managers can use uptime history, incident summaries, SLA context, and status pages to discuss reliability with confidence.
Read article arrow_forwardBuilding a Reliability Culture From the Ground Up
Reliability culture starts with ownership, monitoring, postmortems, customer communication, small improvements, and leadership support.
Read article arrow_forwardHow Monitoring Data Supports Renewal Conversations
Monitoring data helps customer success teams discuss uptime, incidents, reliability improvements, SLA performance, and customer impact during renewals.
Read article arrow_forward90-Day Uptime History Pages: Why Transparency Wins
A 90-day uptime history page gives customers recent reliability evidence without overwhelming them with old incidents or raw operational data.
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