Overview
A platform outage is a temporary disruption that prevents access to some or all ServiceTitan features. Preparing in advance minimizes the impact on your business when an outage occurs. Use this article to monitor ServiceTitan's status, manage your operations during an outage, and resume work after.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Things to know
Not all ServiceTitan features are equally affected during an outage. ServiceTitan prioritizes core features, Login, Dispatch, Job Booking, Invoicing, and Payments, for restoration above all others.
Clearing your browser cache can resolve display issues that look like an outage but aren't. It does not restore service during a true platform outage.
ServiceTitan does not send mass customer communications for most outages. The status page at status.servicetitan.com is the authoritative source for real-time updates.
The status page is not updated for every outage. If you're experiencing a technical issue, please contact Technical Support for the most up to date information.
Best practices
Bookmark status.servicetitan.com and share the link with your team before an outage occurs.
Subscribe to status page updates to receive automatic notifications by email.
Keep a printed or saved copy of your technicians' schedules. If technicians lose access to the mobile app, they need to know where to go.
If technicians can't process payments during an outage, instruct them to accept cash or check.
Keep a written record of all work completed during an outage. Enter it into ServiceTitan once service is restored.
Use cases
A dispatcher loses access to the Dispatch Board during peak hours. They need to keep technicians on schedule without the app.
An administrator notices unusual behavior in ServiceTitan. They want to confirm whether it's a known outage or a local issue.
A manager wants to set up proactive outage notifications so their team is never caught off guard.
Check ServiceTitan's status
Before troubleshooting locally, confirm whether a known outage is in progress.
Go to status.servicetitan.com.
Review the current status for the features your team uses.
To receive automatic notifications, click Subscribe to Updates and enter your email address.
Note: ServiceTitan engineers update the status page in real time. It is the most accurate source of information during an outage.
Clear your browser cache
If ServiceTitan is behaving unexpectedly but the status page shows no active incident, clearing your cache may resolve the issue.
Save any work that you're performing in your web browser.
In Google Chrome, click the three dots at the top right of the browser.
Click Delete browsing data.
Select Cookies and other site data and Cached images and files.
Set the time range to All time.
Click Delete data.
Reload the ServiceTitan page and check whether the issue is resolved.
Note: Cache clearing resolves display issues such as call bubbles stuck on screen. It does not restore service during a true platform outage.
Respond to an active outage
If the status page confirms an active outage, take the following steps to keep your business running.
Keep technicians on schedule
If possible, go to your Upcoming Jobs Report in ServiceTitan before the outage worsens.
Export or screenshot the report and send it to your technicians.
Direct technicians to their scheduled job locations using the exported schedule.
Tip: If technicians can't access ServiceTitan Mobile, direct them to use the exported schedule until service is restored.
Collect payments manually
Instruct technicians to accept cash or check payments at the job site.
Ask technicians to record the payment amount, job number, and customer name in writing.
Enter the payment information into ServiceTitan once service is restored.
Record work completed
Ask technicians and customer service representatives (CSRs) to keep a written record of all work completed during the outage.
Include job numbers, services performed, and any materials used.
Enter all recorded information into ServiceTitan when service is restored.
Resume normal operations after an outage
When ServiceTitan confirms service is restored, take the following steps.
Go to status.servicetitan.com and confirm the outage is resolved.
Clear your browser cache using the steps in the Clear your browser cache section of this article.
Log back in to ServiceTitan and verify the features your team relies on are working.
Enter any manually recorded jobs, payments, or work completed during the outage.
If you exported accounting batches during the outage, verify they are in a Posted status. Export them manually if they did not export automatically.
Note: If you experience issues after the outage is marked as resolved, contact Technical Support for assistance.