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When a cloud-hosted website or app goes offline, first confirm what is failing, then check both the cloud provider’s public status page and its account- or project-specific health view. A clear public status page does not rule out an issue affecting your account, region, service, or workload. Record what you observe, investigate the application and its dependencies, and use a recovery plan that your team has practiced.

1. Verify what is actually failing

Before changing infrastructure, establish whether the problem is reproducible and how much of the service it affects. A failure on one device or network can have a different cause from a failure affecting all users, and a broken route or feature may not mean the whole application is down.

  • Try the site or app from another device and, if practical, another network.
  • Check whether the entire service is unavailable or only particular routes, features, user groups, or regions.
  • Capture the visible error and the time it occurred. Note affected routes or features, the region or service if known, and any recent deployment or configuration change.

These checks are practical troubleshooting steps, not a provider-mandated procedure. Keep the observations factual; they will help your team compare reports and logs as the incident develops.

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2. Check provider health at both scopes

Consult the provider’s public status information and its signed-in account- or project-specific health view, when available. They answer different questions: the public page reports incidents within the provider’s stated publication scope, while the personalized view can surface events relevant to your own services.

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Provider Public status signal Personalized health signal
Amazon Web Services AWS Service Health displays reported service events across services and Regions. Its public view is not a report of every event affecting an individual account. AWS Health Dashboard provides account-specific health information. AWS recommends account holders use it for events that may affect their services.
Microsoft Azure The Azure status page communicates defined broad-impact scenarios. Azure Service Health provides customer-relevant information about service issues, planned maintenance, and advisories, including targeted notifications.
Google Cloud Google Cloud Service Health is an at-a-glance view for broad, severe incidents or when the personalized channel is unavailable. Personalized Service Health is Google Cloud’s primary source for disruptions relevant to a customer’s projects.

These descriptions reflect provider documentation reviewed on October 11, 2026. The live status of incidents changes constantly, and provider interfaces and publication policies can change. When reviewing any status signal, compare its affected product, service, and region with the components your workload actually uses; check the update time and incident history, and read the provider’s stated publication scope. A blank public page is useful evidence, but it cannot conclusively prove that your account or workload is unaffected.

3. Investigate the workload without assuming the cloud provider is at fault

If provider health information does not explain the failure, continue with the relevant account or project notices and your team’s runbook. Examine recent application or infrastructure changes, dependencies, and logs for the affected routes or services. Correlate those findings with the time and scope you recorded during verification.

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Provider status channels describe provider-reported events; they do not diagnose every application failure. A problem can be limited to your configuration, deployment, dependencies, or workload even when the provider’s public status page is clear. Follow your established diagnostic process rather than making broad infrastructure changes on the basis of a single signal.

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4. Report, resolve, and review the incident

Report with useful evidence

Escalate through your team’s incident process and, when appropriate, the cloud provider’s support channel. Include the observed error, start time, affected routes or features, known region or service, relevant account or project context, and recent changes. Keep updates tied to confirmed observations so responders can distinguish evidence from hypotheses.

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Recover using a practiced plan

Use the service owner’s recovery plan for the affected workload. Failover and backup restoration are not universally safe or ready-to-run actions: before carrying them out, validate the backup, dependencies, permissions, and target environment specified by your plan. A region switch or restore can introduce additional risk if the destination, data, or recovery steps have not been prepared and tested.

Review after service returns

Once the service is stable, review what happened and what helped or delayed diagnosis and recovery. Update the runbook, alerts, or recovery steps where the incident exposed a gap. Google Cloud’s incident guidance describes a structured sequence—“Verify→ Investigate→Report→Resolve→Review”—for suspected Google Cloud incidents; it is a useful example, not a universal standard. See Google Cloud’s incident-handling guidance, published September 15, 2026.

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5. Prepare before the next outage

Preparation reduces the chance that responders must improvise under pressure. Design the service for failure, document who owns recovery, and practice restoration steps in conditions that reflect the actual workload. A recovery procedure that has not been exercised may depend on unavailable permissions, missing dependencies, or a target environment that is not ready.

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  • Maintain a workload-specific runbook with escalation contacts and recovery steps.
  • Practice backup restoration and any planned failover; verify dependencies, permissions, and destination readiness during the exercise.
  • Use external uptime monitoring or incident visibility as an additional way to detect and understand user-facing failures.
  • Review the runbook after material changes to the application or its infrastructure.

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