Executive Summary
When PyjamaHR experiences an outage or widespread performance issue, it can halt your recruitment operations and impact your business. This guide explains exactly how to report such incidents, what information to provide, what to expect from our support team, and how to minimize disruption while waiting for resolution.
Detailed Overview
What Is an Outage or Widespread Performance Issue?
An outage means the PyjamaHR platform or a major feature (like job posting, resume upload, or candidate application) is completely unavailable for all or most users. A widespread performance issue refers to severe slowness, repeated errors, or critical features not working as expected across multiple users or teams.
Common scenarios from real customers:
- Unable to log in or access the ATS (“Pyjama HR is not working”, “unable to access the portal”)
- Pages not loading, or showing errors like “502” or “Something went wrong, try after sometime”
- Severe lag across the platform (“every screen has huge lag”, “site is very slow”, “taking hefty amount of time to load a single resume”)
- Features not working for all users (job posting, resume upload, AI interviews, reporting, etc.)
- Candidates unable to apply or schedule interviews due to platform errors
Why Reporting Matters
Timely and accurate reporting helps PyjamaHR:
- Detect and resolve issues faster
- Communicate status updates to affected users
- Prioritize fixes for business-critical workflows
How PyjamaHR Handles Outages
Incident detection: Our monitoring systems and customer reports trigger alerts to our engineering team.
Communication: We update affected users via in-app messages, email, or direct support responses.
Resolution: Our engineers work to restore service as quickly as possible, often providing estimated resolution times.
Follow-up: Once resolved, we confirm with users and may provide guidance or compensation if needed.
Step-by-Step Guide: Reporting an Outage or Major Performance Issue
1. Confirm the Issue
Check your internet connection and try accessing other websites.
Try a hard refresh (Ctrl+F5 or Cmd+Shift+R) and/or open PyjamaHR in an incognito/private window.
If the issue persists and affects multiple users or core features, proceed to report.
2. Gather Key Information
Providing detailed information helps us resolve issues faster. Include:
- Description of the problem: What isn’t working? (e.g., “Jobs page not loading”, “Resume upload fails”, “Platform is extremely slow”)
- Error messages: Exact text or screenshots (e.g., “502 error”, “No result found”, “Something went wrong”)
- Affected features: Is it the whole platform or specific areas (job posting, AI interviews, reporting, etc.)?
- Scope: Is it affecting just you, your team, or all users in your company?
- Time of occurrence: When did the issue start?
- Troubleshooting steps tried: (e.g., hard refresh, different browser, cleared cache)
3. Report the Issue
Best ways to report:
- In-app chat: Click the chat icon in the lower right corner of PyjamaHR. (Attach screenshots or screen recordings if possible.)
- Email: Send details to [email protected].
- Phone/WhatsApp: If you have a dedicated account manager or urgent escalation, provide your number for a callback.
What to include:
- Subject: “URGENT: Outage/Performance Issue – [Brief Description]”
- All the information gathered above
4. Stay Updated
Our team will acknowledge your report and may request additional details (screen recordings, candidate/job IDs, etc.).
We’ll provide updates on progress and estimated resolution times when possible.
Once resolved, we’ll confirm and may suggest steps to verify the fix.
Advanced Usage & Best Practices
Power User Tips
Screen recordings: Whenever possible, record your screen showing the issue. This speeds up diagnosis (see conversations: “Could you please share a screen recording of this?”).
Centralized reporting: If multiple team members are affected, consolidate reports through a single point of contact to avoid duplicate tickets.
Monitor status: If you’re managing multiple clients or high-volume hiring, ask your account manager for direct status updates during major incidents.
Do’s and Don’ts
Do:
- Provide detailed, specific information (not just “it’s not working”)
- Try basic troubleshooting before reporting
- Follow up if you don’t receive an update within the promised timeframe
Don’t:
- Share your account credentials with others (can trigger security blocks)
- Report minor, isolated issues as outages—check if others are affected first
- Open multiple tickets for the same issue from the same team
Troubleshooting & Common Issues
Common Error Messages & What to Do
Error Message / Symptom | What It Means / What to Do |
“502 error” or “Something went wrong” | Likely a backend/server issue. Report immediately. |
“No result found” (e.g., job location) | Possible system bug. Report with screenshot. |
“Jobs page not loading” | Try hard refresh; if persists, report. |
“Resume upload fails/takes too long” | Attach sample resume and screen recording. |
“AI interview not working” | Retry after 10-15 min; if still down, report. |
“Reporting is not working” | Specify which report, share screenshot. |
Severe lag/slowness | Note affected features, time, and share recording. |
What If...
You’re blocked from your account:
If due to security (multiple logins), mention this in your report for priority handling.Issue is resolved before support replies:
Let us know so we can close the ticket and monitor for recurrence.You need urgent escalation:
Provide your phone number for a callback (as seen in several conversations).
Comprehensive FAQ
1. How do I know if an issue is a platform outage or just my account?
If multiple users in your company are affected, or you see errors across core features, it’s likely a platform issue.
2. What information should I include when reporting?
Describe the problem, affected features, error messages, scope, time, and troubleshooting steps tried. Attach screenshots or recordings.
3. How quickly will PyjamaHR respond?
We aim to acknowledge urgent outage reports within minutes and provide regular updates until resolved.
4. What should I do while waiting for a fix?
Monitor for updates, avoid repeated submissions, and prepare alternative workflows if possible.
5. Can I get compensation for downtime?
If your paid services are impacted, mention this in your report. Our team will review on a case-by-case basis.
6. Why does PyjamaHR sometimes ask for screen recordings?
They help engineers see exactly what’s happening, especially for performance or UI issues.
7. What if the outage is due to a third-party integration (e.g., LinkedIn)?
Report as usual; we’ll coordinate with the third party and keep you updated.
8. How do I escalate if my business is critically impacted?
Include “URGENT” in your subject and provide a callback number for immediate attention.
9. What if the issue is intermittent?
Note the times and frequency in your report, and try to capture it on video.
10. Should I contact support if the issue is already being worked on?
If you’ve received confirmation and updates, wait for resolution. If the issue worsens or changes, update your ticket.
Related Features & Next Steps
Job Posting & Management: Outages may affect job creation, editing, or publishing. See [How to Post a Job in PyjamaHR].
Resume Upload & Candidate Management: See [Troubleshooting Resume Upload Issues].
AI Interviews: See [AI Interview Troubleshooting Guide].
Reporting & Analytics: See [Understanding PyjamaHR Reports].
Account Security: For login or access issues, see [Managing Account Access & Security].
Recommended Next Steps:
- Bookmark this article for quick reference during future incidents.
- Train your team on what to do during outages.
- Set up a central point of contact for urgent reporting within your organization.
Still have questions or need urgent help?
Contact [email protected] or use the in-app chat for fastest response.
This article is based on real customer scenarios and is designed to help you resolve outages and performance issues with minimal disruption. For more detailed troubleshooting or to report a new issue, reach out to our support team directly.