Support
Status and Uptime: Is It Us or Is It You
How to tell whether a problem is with the KapsuleHost platform or with your own site, using the public status page and the uptime monitoring built into KPanel.
When something is not loading, the first question is always the same: is this my site, or is it the platform? There are two separate tools for that, they answer two different questions, and mixing them up wastes a lot of time.
The Platform Status Page
status.kapsulehost.com reports the health of KapsuleHost itself. It is public, needs no login, and it is the right first stop when more than one thing seems broken at once.
It is organised into groups, and each group lists the individual services within it:
| Group | Covers |
|---|---|
| Platform | Website, Control Panel, Public API, Kora AI |
| Hosting and Compute | Web Hosting, Managed WordPress, Cloud Servers, Dedicated Servers, Website Builder, Git Deployments |
| Storage and Delivery | Object Storage, Backups, Kapsule CDN |
| Email, Webmail | |
| Domains and Security | Domain Registration, DNS, SSL Certificates |
| Payments | Card Payments, PayPal, Bank Transfers |
| Notifications | Email Notifications, SMS |
Each service shows its current state, a 90-day history strip, and its uptime percentage over that window. Below the services is an incident history covering the last 30 days, including incidents that opened and resolved automatically.
The page refreshes continuously and tells you when it last checked. Two things are worth knowing about how it behaves:
- It never shows green because it has no data. If checks have not run for a service yet, it says so rather than reporting everything as fine.
- Incidents can open and close without a human touching them. A service that fails its checks and then recovers is recorded and resolved automatically, which is why the incident list sometimes contains short entries with no commentary.
Subscribe to incident notifications from the button at the top of the status page. It is a double opt-in, so confirm the email you receive. This is the only way to be told about a platform incident without watching the page.
There is also a System Status link in the KPanel sidebar footer, which shows the same information from inside the panel.
Uptime Monitoring for Your Own Site
The status page says nothing about whether your site is up. That lives in the panel, per site.
Go to Websites, click the site, then Performance, then Uptime.
The site is checked every 60 seconds from our monitoring node. The tab shows:
- Current status, up or down right now.
- Uptime percentage over the window you select: 24 hours, 7 days or 30 days.
- Average response time over that window.
- A response time chart of the most recent checks, with failures marked in red and unusually slow responses marked in amber.
- Incident history, listing when each incident started, when it resolved, how long it lasted and the recorded reason. An unresolved incident shows as ongoing.
When You Get Emailed
An incident opens after three consecutive failed checks, which is roughly three minutes of continuous downtime. That threshold exists so that a single blip does not wake you up.
When an incident opens, an email goes to the account members who hold the Owner, Admin or Billing role, unless they have turned service notifications off. A second email goes out when the site recovers, with how long it was down. See Notifications and Team Members.
A brand-new site gets a grace period of about 30 minutes before uptime monitoring will open an incident. A site that is still installing will often return errors for a few minutes, and alerting on that is noise rather than information.
What the Check Actually Does
It requests your site over HTTPS, follows redirects, and gives up after 15 seconds. Anything that responds without a server error counts as up.
That has a consequence worth understanding: uptime monitoring measures reachability, not correctness. A site serving a completely blank page, or the wrong content, or a 404 on every URL, is still "up" as far as this check is concerned. If your monitoring is green and your site is wrong, the problem is in the application, not in availability. See Website Not Loading and HTTP Error Codes.
Working Out Which One It Is
- Open the status page. If the relevant service is degraded or in an outage, that is your answer. Subscribe and wait.
- If the status page is clean, check your site's Uptime tab. If it shows a current incident, the problem is your site specifically.
- If uptime is green but the site looks wrong to you, it is not an availability problem. Check whether it is only you, then look at logs. See Website Not Loading and Error Logs.
- If several unrelated things are failing across your account but the status page is clean, that is worth a ticket. See Opening a Support Ticket.
What Uptime Percentages Actually Mean
Percentages sound abstract until you convert them to minutes.
| Over 30 days | Downtime |
|---|---|
| 99.99% | About 4 minutes |
| 99.9% | About 43 minutes |
| 99.5% | About 3 hours 40 minutes |
| 99% | About 7 hours 20 minutes |
A single 20-minute incident is enough to put a month below 99.95%. That is normal, and it is why the status page reports over 90 days rather than over a day.
A Public Status Page for Your Own Project
Orbit projects can publish their own public status page, with its own address, showing recent checks, uptime over 24 hours, 7 days and 30 days, and optionally your deploy history and incidents. Useful if you have your own customers who ask the same question you are asking here. See Orbit Status Pages.