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Highnote provides transparency on the operational status of the Platform and GraphQL using the Highnote Status Page. You can subscribe to updates on the page and will be notified of any downtime.
When an incident impacting the platform and GraphQL API occurs, the Highnote team immediately begins their investigation, assesses the impact and communicates via the status page. Below provides details of each of the phases and activities that occur in each phase.
|Incident Identification||When an incident has been identified, Highnote will create an incident in the incident tracking system and begin the investigation.|
|Investigation & Communication||The Highnote Incident Commander and incident response team work to investigate the issue, determine scope, and identify resolution. Based on the scope and severity, the Highnote status page is updated with partial or full outage.|
|Resolution & Communication||Once the resolution is identified and tested, the fix is deployed to production. The Highnote team will then communicate update(s) to you through the Highnote status page.|
|Post Mortem||After the incident management process has occurred, the Highnote incident response team walks through what happened, the resolution and lessons learned for future improvements.|
When changes occur on the Highnote Platform and GraphQL API, the Highnote team reviews all changes to assess the impact and provides proactive communication to you about the upcoming changes. Below provides details of each of the phases and activities that occur in each phase.
|Planning||Once a breaking change is determined, the planning of the change begins. This includes creating the documentation of the change and impact.|
|Communication & Documentation||The Highnote team ensures documentation of the change is completed and your usage is reviewed to determine impact to you. Highnote creates communication that includes the description of the change, reason for the change, potential impact to you of the change and timing.|
|Implementation||Highnote ensures the execution of communication to you by Highnote Customer Support. This includes performing the change as documented.|
|Retrospective||After the change is launched, Highnote holds a retrospective to reflect on the change management process.|