> ## Documentation Index > Fetch the complete documentation index at: https://docs.wifipadi.com/llms.txt > Use this file to discover all available pages before exploring further. # Operations and support > What happened to the messages you sent, which sites went down, and your customers' support requests — in one place. **Operations & Support** answers the questions you get asked when something goes wrong: *did my customer get that SMS?*, *when did that site drop?*, *who is handling this complaint?* Go to **Operations & Support**. It has five tabs: | Tab | What it shows | | - | - | | **Delivery history** | Every email and SMS WifiPadi sent for you, and what happened to it. | | **Incidents** | Outages at your gateways, from the moment one goes offline until it recovers. Also where you schedule maintenance. | | **Support tickets** | Requests your customers sent from the portal, and your replies. | | **Internet quality** | Whether each site's internet connection is losing packets. | | **Regional settings** | The timezone and date format this page uses, and SMS delivery reports. | **Nothing here emails or texts you.** A new incident, a new support ticket and a customer's reply all appear on this page and in the banner at the top of your dashboard — *Operations: 1 outage needs acknowledgment · 0 recovered in 24h · 2 open support tickets*. Check it the way you check your payments. Selecting the banner takes you to whatever needs you. ## Who can do what | Action | Needs | | - | - | | See every tab | Any role | | Reply to a ticket, change its status, assign it, acknowledge an incident | **Operator** or higher | | Schedule or cancel maintenance | **Manager** or higher | | Change regional settings or the SMS delivery report secret | **Owner** | ## Delivery history Emails and text messages WifiPadi sends for your workspace are listed here — receipts, password resets, expiry reminders, announcements, team invitations and router alerts — with the recipient masked. Filter by status, by **Email** or **SMS**, and by date with **Since**. Select a message to see each attempt and anything the provider reported back. | Status | What it means | | - | - | | **Accepted by provider** | Your email or SMS provider took the message. That is **not** proof it reached the inbox or phone — only that it left WifiPadi. | | **delivered** | The provider confirmed it reached the phone. SMS only, and only once [SMS delivery reports](#sms-delivery-reports) are set up. | | **retrying** | A temporary problem — the provider was busy or unreachable. WifiPadi tries again on its own: email up to five times, SMS twice. | | **rejected** | The provider refused it for good — a wrong password, an unapproved sender ID, a blocked number. It is **not** retried. Fix the cause in [Email and SMS](/email-and-sms), then send again. | | **failed** | It kept failing temporarily until the retries ran out. | | **Acceptance unknown** | The connection dropped at the exact moment the provider was taking the message, so it may or may not have been sent. Check with your provider **before** you resend, or the customer may get it twice. | | **bounced** / **deferred** | An email provider reported that the inbox refused it (bounced) or delayed it (deferred). | | **skipped** | Nothing was sent, because no email or SMS account was set up to send it. | When you contact WifiPadi support about a message, quote the **Support reference** shown on it. It identifies the message without anybody needing the customer's contact details. ## Incidents When a gateway goes offline, an incident opens here on its own — you do not create them. It stays open until the gateway comes back, and the whole history is kept: when it dropped, when someone acknowledged it, when it recovered. | What you see | What it means | | - | - | | **Open** | The gateway is down and nobody has looked yet. | | **Needs attention** | It has been down for about half an hour without being acknowledged. | | **Planned maintenance** | It went down during a maintenance window you scheduled, so it does not escalate. | | **Recovered** | The gateway is back. | Select an incident to **Acknowledge** it — so the rest of your team can see someone is on it — and to set **Assigned staff**. The list shows open incidents by default; switch the status filter to see recovered ones. ### Planned maintenance If you know a site will be down — the ISP is changing the line, you are moving the router — schedule it first. Under **Planned maintenance** on the **Incidents** tab, give a **Reason**, pick a **Location** (or **All locations**), and a **Start** and **End** in your own timezone. A window can last up to seven days. **Cancel window** ends one early. An outage inside a window is labelled **Planned maintenance** and never escalates, so your team is not chasing work you planned. A maintenance window does **not** tell your customers anything. To warn them, send a **Planned maintenance** [announcement](/announcements) as well. ## Support tickets Signed-in customers can ask you for help from the portal: they open their account, choose **Support**, and fill in a **Subject**, what happened, and — optionally — which purchase it is about. They can follow your replies on the same page. Each request arrives on the **Support tickets** tab. Select one to read the conversation and answer under **Reply to customer**. | Ticket status | Use it for | | - | - | | **open** | New, or still being worked on. | | **Waiting for customer** | You have replied and need something from them. | | **resolved** | Done. | Set **Assigned staff** so two people do not answer the same customer. A ticket linked to a purchase shows which one, so you can check it under [Payments](/payments) before you reply. Customers only see your replies when they next open **Support** in the portal — WifiPadi does not email or text them that you have answered. If it is urgent, contact them directly as well. ## Internet quality Your gateways check, every five minutes, whether they can reach two public addresses (1.1.1.1 and 8.8.8.8), and report how many of the checks were lost. Select a gateway to see the last day hour by hour. * **Loss** near 0% is healthy. Steady loss usually means a problem upstream — the ISP, or the line into the building. * A Nano Pi also reports **latency** (how long a reply takes). A MikroTik reports loss only, so latency reads *Latency not reported*. * These are tiny checks, not speed tests. They use almost no data, and they cannot tell you how fast the line is. * Some networks block these checks entirely. 100% loss with customers browsing happily means that, not an outage. A gateway with no results has not been updated to report them yet: run **Agent update** on a Nano Pi, or **Update configuration** on a MikroTik — see [Looking after a gateway](/gateway-care#remote-actions). ## Regional settings **Timezone** and **Date locale** decide how dates and times appear on this page and in your customers' **Support** page. They do not change billing, reports, or when anything happens — only how a time is written. The labels themselves are not translated. They are set from your country when your workspace is created. Change them here if your venues are somewhere else. ### SMS delivery reports If you send SMS through your own Termii account, Termii can tell WifiPadi when each message actually reaches a phone — that is what turns **Accepted by provider** into **delivered**. **SMS delivery reports** shows a path that begins `/api/v1/billing/termii/`. In your Termii dashboard, set the webhook (delivery report) URL to `https://connect.wifipadi.com` followed by that path. Choose a long random secret in Termii, then paste the same one into **New signing secret** here and select **Save secret**. WifiPadi ignores any report that is not signed with it. The card reads **Signing secret configured** once it is saved. If saving fails, set up your SMS account under [Email and SMS](/email-and-sms) first. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.