Report Outage
Sometimes things go wrong and a website may be unresponsive. Below are the steps to be followed to report an outage incident.
- Open a ticket with Global Support, outlining your issue and its level or urgency.
- If the ticket isn’t getting a response quick enough for you and your item meets the definition of an emergency you can follow these guidelines here to call the phone number. Please only call the number if your ticket is an emergency as outlined on this page.
- If your item is not classified as an emergency but the ticket isn’t getting routed or responded to you can follow up in Slack #help-global-support and let them know that it is urgent for whatever reason.
Updates
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Report: 2026-06 PHP runtime error and outage on a subset of production sites
Initial problemWe noticed that there was a version mismatch in a php library. Since it’s a dependency of a dependency, we didn’t have a specific version defined in our composer…
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Report: 2024-01 Production Cluster CPU Spike incident
After deducing that it was the new PHP version that introduced our symptoms via the new number of deprecations reported to Sentry, we reduced the polling rate on the WordPress…
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Report: 2021-09-13 Cloudflare Update error
On Monday 12th of July all Planet 4 sites went down due to an unusual traffic load.
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