# Operate

URL: /products/app/operate · Id: `page:products/app/operate`

> How a live App is watched, fixed and supported, from errors tied to the build that caused them to support inside the App.

A live [App](/business/nouns/app) is watched, fixed and supported by the [Startup](/business/nouns/startup)'s agents, around the clock. The founder sees what broke, what it cost and what was done, without carrying a pager.

## Watch
[Monitoring](/code/systems/monitoring) captures every error, log and trace, checks uptime and scheduled jobs, and ties each failure to the [Version](/business/nouns/version) that caused it. A spike in `failed` [Actions](/business/nouns/action) after a publish points at that publish.

The fix is usually a rollback: [`Version.deploy`](/business/nouns/version/deploy) on the last good Version, one step, no record touched. [The App lifecycle](/products/app/lifecycle) covers it.

## Tell customers
When a check fails, [Status pages](/systems/status-pages) opens an [Incident](/business/nouns/incident) and posts it at `leaseline.app/status`. Subscribers get each update until it resolves.

| [Verb](/business/nouns/verb) | What it records |
| --- | --- |
| [`Incident.open`](/business/nouns/incident/open) | Detection, each [Interface](/business/nouns/interface) it touches, and its severity |
| [`Incident.acknowledge`](/business/nouns/incident/acknowledge) | Who is on it |
| [`Incident.resolve`](/business/nouns/incident/resolve) | The time it ended, and the postmortem |

An Incident that touches a plan with an uptime promise counts against that promise, and the credit lands on the next [Invoice](/business/nouns/invoice).

## Support inside the App
A question asked in the App opens a [Conversation](/business/nouns/conversation) with the [Customer](/business/nouns/customer)'s records attached, so nobody asks which one. The [Success Manager](/agents/customer/success-manager) agent answers most; the rest escalate to a person with the history in hand.

The ask control records each feature request as [Evidence](/business/nouns/evidence) with the asker attached, so the next build is chosen from what Customers asked for.

## Next
[Your back office](/products/app/your-back-office) covers the screens the Startup's own team works in.