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How we detect

The status page (Better Stack, when live) runs synthetic checks against:
  • The gateway public endpoint at api1.ilovechicken.co.uk
  • The facilitator endpoint
  • One monitor per chain’s RPC or indexer (Algorand, VOI, Hedera, Stellar, Base, Solana, Tempo)
A multi-region failure on any monitor opens an incident.

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How we communicate

When a real incident is open:
  • We post a short status update on the public status page within 5 minutes of detection.
  • Tenants subscribed to the status page get email notifications automatically.
  • For UK-business-hours incidents we update every 15 minutes until resolution.
  • A post-incident summary lands within 48 hours of resolution, covering what happened, what failed, what we changed.

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What “degraded” means

A chain marked degraded rather than down means we can still verify the chain but with raised latency. Payments still settle, just slower. Don’t switch off the chain in your dashboard; AlgoVoi’s facilitator will route around the slow node automatically. A chain marked down means the chain’s primary RPC is unreachable. Payments on that chain pause. Once the RPC recovers, queued verifications drain in normal order.

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What you can do during a chain-specific incident

  • If you have multi-chain payouts configured, your customers can pick a different chain. Recommend a working alternative in your checkout copy.
  • If you depend on one chain only, you can either wait or temporarily pause new checkout creation on that chain in Settings → Networks.
  • If you have time-sensitive payments (an agent-mediated AP2 mandate that’s about to expire), the mandate’s expiry can be extended on request via support.

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How to reach a human

For incidents you suspect AlgoVoi hasn’t seen yet:
  1. Email support@algovoi.co.uk with the chain, tenant ID, sample tx_id (if any), and UTC timestamp of the first failed verification.
  2. We’ll reply within 1 hour during UK business hours, best-effort outside that window.
  3. If the issue is multi-tenant we’ll post on the status page within 5 minutes of confirming.

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Post-mortem cadence

Public post-mortems are published for any incident that:
  • Caused tenant-visible payment failures for more than 30 minutes
  • Touched data integrity (any payment recorded incorrectly)
  • Required a security disclosure
We don’t post-mortem every short outage, just the ones that mattered.

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See also