Incident Management communication channels

HERE provides multiple channels to communicate and assist you with incident management.

Platform Status page

The Platform Status page has information about the operational health of the HERE platform and services. Status history and scheduled maintenance information are also available. The Platform Status page is the central repository for incident status and updates. You should expect P1 and P2 incidents to be included in the Platform Status page.

Customers can also subscribe to Incident notifications. Please review Manage notifications for instructions on how to subscribe to receive incident notification and updates.

Criteria to publish the status page

Service incidents causing complete outage, significant degradation or multi region latency will be published on the Status Page.

Support Portal

Customers with a HERE Support Plan can submit an incident support ticket to get further assistance. Some incident support features vary by plan. If you do not currently have a HERE Support Plan or you would like to upgrade your plan, you can choose from the HERE Support Plans and click the Contact us button.

Customers without a HERE Support Plan that need assistance beyond what is provided by the Platform Status page, should contact their HERE representative.

HERE platform documentation and Knowledge base articles

HERE also provides the technical documentation platform and Knowledge base articles, which contain policy documents, developer guides, data specifications, API references, and more to help you troubleshoot and answer many of your questions.