Report an incident

If your church has an urgent problem, don’t use the normal chat. Use the Report incident flow, which goes straight to the on-call team.

When to use it

How to report

From the app

Any screen → ? bottom-right → Report urgent incident.

A form opens:

• Severity (Sev1, Sev2)
• Affected component
• When it started
• Symptoms
• How many members affected
• Attach screenshot or video

On submit, on-call is notified. Don’t wait for an automated response to act — the team already got the alert.

Via email

urgent@ministrium.com with subject [SEV1] Short description. This inbox:

• Read by on-call every 5 min.
• Pages the on-call engineer immediately.
• Creates a prioritized ticket.

Via phone (Business+)

+1-555-MINISTR option 1 (urgent). 24×7. If no one picks up in 30 sec, forwarded to on-call cell.

Via Slack Connect (Enterprise)

Message in the channel with @ministrium-oncall. Seen in under 5 minutes.

What to include in the report

1. Your church (tenant slug): la-roca
2. Your name and role: Pastor John, org_admin
3. Affected component: Donations
4. When it started: 15 min ago, during the 11 am service
5. What symptoms: "On clicking Donate, infinite spinner"
6. How many affected: ~80 people in service
7. What you tried: refresh, another browser, another device
8. Affected URL: https://app.ministrium.com/la-roca/donate
9. Request ID if you have it: req_xyz789
10. Screenshot/video if possible

The more detail, the faster we diagnose.

What happens next

T+0  min   Report received. Auto-ack to reporter.
T+5  min   On-call confirms receipt and begins investigating.
T+15 min   Update with preliminary cause (or "still investigating").
T+30 min   Update at status.ministrium.com if affects others.
T+H   h    Update every hour until resolution.
T+R       Resolution communicated with preliminary root cause.
T+7 d     Public post-mortem published (if Sev1/Sev2).

Multiple reports of the same incident

If several churches report the same thing, we consolidate into one incident and notify all reporters as it advances. No channel multiplication.

False positives

Sometimes the report turns out to not be our fault (campus internet down, bank-specific Stripe error, etc.). In those cases:

• We tell you what we found and why it’s not our fault.
• We suggest next steps (contact Stripe, check router).
• We don’t count it as a ticket against quota.

Reporting in good faith, even if a false positive, is always welcome. Better to over-report than miss a Sev1.

Backup reporter

Make sure 2-3 people on the staff know how to report, not just the pastor. In a crisis, you don’t want the only person who knows to be preaching.

Define in your church:

• Primary reporter: e.g. org_admin who’s present.
• Backup reporter: campus_pastor or technical staff.
• Who communicates to the team (not necessarily the reporter).

Communication to your congregation

If the incident is affecting a service in progress (e.g. donations down during offering), consider:

1. Brief public announcement: “We’re having a technical issue with the platform. Card giving is unavailable. Please give cash or via link when it’s restored.”
2. Follow-up SMS: “Donations are working again. Thanks for your patience.”

We have suggested templates in the Help center.

After the incident

You receive:

• Closure email with summary.
• Public post-mortem within 7 days (Sev1/2).
• CSM courtesy call (Enterprise) to review.

Your feedback feeds how we prevent recurrence.