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Whenever an application or a web service is not available online, it’s said to be experiencing “downtime”. Downtime could either be scheduled or unscheduled.
Scheduled Downtime is when the application is made unavailable by the engineering team so that they may be able to perform routine scheduled maintenance tasks.
Unscheduled Downtime is usually one that arises when there has been an issue in the actual production code, affecting customer accounts. This could be due to various reasons, such as unexpected issues in the app, or a server-side issue, causing the application to crash.
This kind of downtime requires developer intervention, results in a large volume of ticket inflow and usually calls for the highest support communication to affected customer accounts.