Osisis

08/18/2026

Quick one for anyone running a small business or solo operation online: when Namecheap went down for six hours last week, the outage didn't just take websites offline — it took DNS with it. That meant email stopped routing, dashboards stopped loading, and for a lot of affected customers, even their own domain was unreachable, including any status page they might normally post an update on.

Here's the thing — most of us have a rough mental plan for "what if my site goes down." Almost nobody has a plan for "what if DNS goes down," because DNS is one of those pieces of infrastructure you never think about until the one day it's the reason nothing works.

We wrote up a free, low-cost playbook for solopreneurs and small teams covering what actually helps here — separating your DNS from your hosting, having a backup way to reach customers, keeping an emergency contact list outside your main systems, and a few other moves that take an afternoon and cost nothing to set up.

If you've never thought about this before, now's a good time to spend 20 minutes on it before it becomes urgent.

Read the full playbook here →

On August 13, 2026, Namecheap went down for more than six hours after a cooling failure at its Phoenix data center. Websites, dashboards, and — critically — DNS were all routed through the affected infrastructure. For customers who had DNS bundled with their Namecheap hosting, the outage didn’...

08/11/2026

Here's a test worth running: pick your three most experienced support reps. Now imagine all three take the same week off. Does your customer experience hold up, or does it fall apart because so much of "how we handle this" only lives in their heads?

For a lot of teams, that's the honest answer — not because anyone did anything wrong, but because documentation is always the thing that gets pushed to "later" while the actual work takes priority. The problem is later tends to arrive as a surprise, usually when someone leaves or gets pulled onto something else.

We built a free CX Documentation Gap Audit to help you find out exactly which parts of your customer experience are running on tribal knowledge instead of documented process — before it costs you.

Takes about 5 minutes to find out where you stand.

Start the audit here →

08/10/2026

Every support team starts scrappy. Small team, shared inbox, everyone just kind of knows what to do. That works — for a while.

The tricky part is nobody sends a memo when "scrappy" turns into "actually a liability." It just kind of happens: the team grows, tribal knowledge doesn't scale, the one person who knew the escalation process leaves, and suddenly there's no documented answer to "what do we do when this happens."

We built a free Support Ops Maturity Scorecard to help you get an honest read on where your team actually stands — SLA discipline, escalation structure, documentation — before growth outpaces the informal system that's been holding things together.

It's a quick read, not a big commitment. Worth checking if it's been a minute since you looked at this critically.

Start the scorecard here →

08/07/2026

Question for anyone building or running support in healthcare or clinical research SaaS:

When a customer reports a bug that touches data integrity or patient/subject records, does your support team follow the same triage process as a routine "the button doesn't work" ticket — or does it kick into a different, more documented process?

I ask because I think this is one of the most underrated maturity signals in a support org. Speed and courtesy are table stakes everywhere. But in audit-sensitive environments, the real differentiator is whether your team instinctively knows which tickets need a paper trail and which don't — and whether that instinct is written down anywhere or just lives in one person's head.

Would genuinely love to hear how other teams handle this. What does that escalation line look like for you?

Send a message to learn more

08/07/2026

Here's an uncomfortable exercise: pull up your published SLA, then pull up your actual response and resolution times from the last 30 days. Do they match?

For a lot of support teams, the answer is "mostly" — with a few categories quietly slipping. Maybe first response is solid but resolution time creeps up on complex tickets. Maybe weekend coverage looks fine on paper but thin in practice. These gaps don't usually get caught internally — they get caught by a frustrated customer, or worse, in a renewal conversation.

We built a free SLA Reality Check to help you find that gap before a customer does. It's a quick walkthrough of where your actual performance stands against what you've promised — no fluff, no login required.

Worth 5 minutes if it's been a while since you've actually checked.

Start the check here →

Free Interactive Calculator The SLA Reality Check Enter your team size, coverage hours, and ticket volume alongside your SLA targets by severity tier. This checks whether those targets are realistically achievable given what's actually covering them — not just whether they sound reasonable on pape...

08/06/2026

Quick question for anyone running IT for a remote-first team: when's the last time someone actually looked at your vendor list — not the contracts, the actual access each vendor has to your systems?

If you're not sure, you're not alone. Vendor management is one of those areas that tends to get set up once and never revisited, even as vendors change, access scopes creep, and compliance requirements shift underneath it.

We put together a free IT Governance & Risk Scorecard to help you get a clear read on where you actually stand — across security practices, vendor management, and compliance — instead of assuming everything's fine because nothing's gone wrong yet.

It takes about 5 minutes and shows you where the real risk is hiding, not just where the obvious risk is.

Start the scorecard here →

Free Interactive Assessment The IT Governance Risk Scorecard 22 questions across five categories most technical-ops audits actually check first. Answer honestly, get an instant risk tier and a per-category breakdown — no email required to see your results. ~6 min to complete 5 categories 22 questi...

08/05/2026

Quick myth-bust: you've probably seen the claim that 60% of small businesses close within six months of getting hacked. It's not real — no verifiable study backs it up, and the group most often credited with it stopped using it years ago.

But the real numbers are still worth your attention. Small businesses face ransomware in breaches at more than double the rate of large companies, and a real chunk of them say they couldn't keep operating at all if hit with a serious attack.

We wrote about why "we'll get to it later" is one of the costliest sentences in small business — including how something as simple as a spoofed email can quietly damage client trust long before it costs you a dollar.

Read it here:

If you run a small business, IT and security probably live on the same mental shelf as a dozen other “important, but not urgent” projects — somewhere behind sales, behind hiring, behind whatever fire is actually burning this week. That instinct makes sense. Nothing about a firewall or a passwo...

08/05/2026

Here's a question worth sitting with for a second: if we asked you right now who has admin access to your core systems, could you answer confidently — or would you need to go check?

For most remote-first teams, the honest answer is "I'd need to check." And that's not a knock on anyone. Access accumulates in small, reasonable-seeming decisions — a contractor gets temporary access that never gets revoked, someone changes roles internally and keeps their old permissions on top of new ones, an integration gets set up "just for testing" and stays connected for two years.

None of those individual decisions are the problem. It's the accumulation. And the teams that get burned aren't the ones who made one big mistake — they're the ones who never went back and looked at the small ones stacking up.

We put together a free Access Audit to make that "going back and looking" part easy. It walks you through who has access to what, and flags where that access has drifted out of alignment with who actually needs it today. Takes about 5 minutes, no signup required to get your results.

If you've been meaning to do an access review "at some point" — this is a good excuse to actually do it.

Start the audit here →

08/04/2026

Vendor migrations don't get derailed by the migration itself. They get derailed by the dependency nobody mapped until week 3.

Send a message to learn more

08/03/2026

HIPAA-adjacent SaaS teams: your access audit isn't a once-a-year compliance checkbox. It's the difference between "we can prove who touched what" and "we think we can prove it."

Send a message to learn more