A focused support request can usually be investigated faster than a long message without timestamps or monitor details. Include the affected monitor, a narrow time window, the exact result, and what you already tested.
Open Account > Support to submit a tracked request, or email support@uptimebasics.com if you cannot sign in. Support is available 7 days a week with a 24-hour response target.
When you select a monitor and incident in the form, Uptime Basics safely attaches identifiers and recent operational context. This reduces copying without exposing saved request credentials. You can turn off the safe-context option before submitting.
Essential information
Include:
- The email address associated with the Uptime Basics account. The support form uses a verified reply email.
- The monitor name and exact monitored URL. Select the monitor in the form when possible.
- The approximate start and end time, including your time zone.
- What you expected to happen.
- What Uptime Basics displayed instead.
- The visible monitor status, HTTP code, failure diagnosis, and response time.
- Whether the result affected every check or only certain regions or times.
- The troubleshooting steps you already completed.
If you have an Incident Details URL, include it. It identifies the monitor and incident without requiring you to copy a long activity log into the email.
Monitor configuration to mention
Support can inspect saved configuration through authorized tools, but a short summary helps identify recent changes:
- GET or HEAD request method.
- Check interval and timeout.
- Follow redirects on or off.
- Additional accepted HTTP codes.
- Whether Basic Authentication is enabled.
- Names of relevant custom headers, without their values.
- Recent URL, DNS, certificate, firewall, CDN, hosting, or deployment changes.
Mention when a credential or header was rotated, but never send the value.
Evidence that is useful
Detailed Logs
Provide two or three relevant timestamps and the visible status, HTTP code, latency, diagnosis, and confirmation summary. A small CSV export for a narrow time range can help when the problem is intermittent.
Review an export before attaching it. Monitoring exports exclude saved request secrets, but they can contain monitored URLs, error text, and operational details your organization may consider sensitive.
Incident Details
Include the incident start time, current state, root-cause summary, regional confirmation summary, and the result of any checks around the incident.
Diagnostics are evidence rather than proof of the underlying cause. If your own logs show a different explanation, include a sanitized summary.
Screenshots
A screenshot is useful for a layout, status, or browser problem. Crop it to the relevant section and remove personal details, account identifiers, unrelated monitors, credentials, and verification information.
Extra details by problem type
| Problem | Helpful details |
|---|---|
| DNS | Expected public record type and hostname, authoritative nameservers, affected timestamps, and whether DNS changed recently |
| TLS or SSL | Exact HTTPS hostname, certificate issuer, expiry date, browser error, and affected timestamps |
| HTTP error | Exact code, path, request method, redirect setting, expected healthy code, and recent application or proxy changes |
| Timeout | Timeout setting, typical latency, affected regions, server or gateway logs, and whether the endpoint works from another independent network |
| Missing alert | Channel, masked destination, alert event time, Alert History state, and whether a test alert works |
| Status page | Shared URL, custom URL, enabled state, ownership state, custom-domain state, and public DNS result |
| Display or sign-in | Page URL, browser, device, operating system, approximate time, and steps that reproduce the problem |
Information never to send
Do not include:
- Your Uptime Basics account password.
- Password-reset, verification, or authenticator codes.
- An authenticator setup key or QR code.
- Basic Authentication passwords.
- Custom request-header values, API keys, access tokens, cookies, or authorization values.
- DNS-provider, registrar, hosting, email, or firewall passwords.
- Private keys or complete certificate key material.
- Complete card, bank-account, or payment credentials.
Support can work with masked settings and safe metadata. If someone asks for one of these secrets, stop and contact the official support address in a new message.
Example monitor support request
Account: name@example.com
Monitor: Storefront API (https://example.com/health)
Time: July 25, 2026, from about 1:10 PM to 1:20 PM EDT
Expected: HTTP 200 and Up
Actual: Three timeout cycles followed by a confirmed Down incident
Configuration: GET, redirects on, 5-minute interval, 8-second timeout
Regions: Failure confirmed in two regions
Tried: Opened the endpoint from another network and reviewed the gateway logs
Incident: Included Incident Details URL
What happens next
Support may ask you to narrow the time range, confirm a recent configuration change, or approve a specific monitor update. Authorized support access is role restricted and logged. A reason must be recorded before support changes a monitor.
Continue your own hosting, DNS, network, or application incident process while waiting. The support response target is not a guaranteed emergency resolution time.