Send care reports to customers

The care report is an email to the person paying for a care plan: what was blocked, updated, backed up and scanned on their site over a period, in their language. Hyperion builds it on the node that owns the site, from that node’s own records, and sends it on the schedule the plan sets. You can read the exact text before anything is sent.

Before you start

• The site is on a care plan that includes a Care report e-mail. The report block on the site’s Care packages card appears only then. See Create a care plan.
• You hold the Manage hosting profiles permission and manage access to the hosting.
• The node that owns the site has an SMTP relay. Set it under Settings, then Mail.
• The site has at least one report recipient (below). The report is never sent to the hosting’s expiry owner address, and there is no fallback to a cluster default address, because mailing a customer’s report to the operator would look like a success.

Steps

Set the recipients

1. Open Hostings in the sidebar, click the hosting, and stay on the Overview tab. Find Care report in the Care packages card.
2. In Care report e-mails, enter one or more addresses separated by commas, semicolons, spaces or new lines. At most 10. Each must look like an address.
3. Click Save. The card answers Care report will go to <addresses>. Saving an empty field clears the list, and reports are then held until one is set.

Until a recipient exists, the card shows No recipient — this report cannot be sent. and the dashboard lists an alert that the site is paying for a care report that cannot be sent.

Preview the report

1. Click Preview. The card shows preview — nothing was sent, the period, the cadence, the recipient (To:), the subject and the full body.
2. Read it as the customer will. Preview uses the same period, recipient, sections and wording as the scheduled send.

If no section could be measured at all, the preview says “Not one section of this report could be measured.” The scheduled send skips such a report on purpose. Check that the plan’s features are on for the site.

Send the current report now

1. Click Send now and confirm with Send now. This emails the recipients.
2. The period it covers is recorded as reported, so the scheduled report does not repeat it and the next period starts here.

The card answers Care report sent to <addresses>. The period it covers is now recorded as reported, so the scheduled one won't repeat it.

Send a report for any date range

Use this for a year in review, or to re-send a month after a dispute.

1. In Custom range from, pick the first day, and in to, the last day, inclusive. Both are UTC dates between 2015-01-01 and today.
2. Click Preview range. The preview is labelled custom range preview — nothing was sent.
3. Click Send this report and confirm with Send. The button posts the exact range that was previewed.

A custom report is a one-off. The schedule is not affected, and the next scheduled report covers the period it would have covered anyway. A range ending today covers today so far.

What the schedule does

• Every node checks hourly which of its sites are due. A site is due once a whole period has passed since the last report: 7 days for Weekly, 30 for Monthly, 91 for Quarterly. The first period starts on the plan’s Valid from date.
• A site on several plans gets one report. The most frequent cadence wins, and a plan that sets the report to Off cannot silence one that sells it. A section is included if any of its plans includes it.
• Periods are contiguous. The end of each sent report is the start of the next, so a missed tick widens the next report instead of dropping days.
• Nothing is consumed when a report cannot go out. With no relay, no recipient, nothing measurable, or a relay that refuses the message, the period stays open and the report goes out with the whole history once the cause is fixed. The node’s log warns on every tick until then.

What is in the report

The letter has up to eight sections, set per plan: Attacks blocked, Updates applied, Traffic and disk, Availability, Backups, Integrity scan, Speed and Core Web Vitals and Monthly service checks. Its rules:

• A measurement that was not taken is said to be not taken. It is never printed as zero. A site without uptime monitoring gets “not monitored” under Availability, not 100 %.
• Updates applied counts plugin and theme updates only.
• Availability reports the share of checks that succeeded, and says when only part of the period had checks.
• Integrity scan says clean only when both the checksum comparison and the malware scan ran.
• Monthly service checks reports what a person ticked on the card, and says so.
• A section the plan leaves out is not mentioned at all, and does not trigger a “could not be measured” note.

Change the wording and measurements

Under Settings, then Customer letters: Letters edits the care report subject and body, with a live preview and a list of placeholders such as {attacks}, {uptime_pct} and {domain}. Care report measurements chooses where Core Web Vitals come from: Off, Google PageSpeed Insights or Local Lighthouse, measured as mobile or desktop and re-measured weekly, every two weeks, monthly or only on demand. Without Core Web Vitals, the render and speed half of the report is still measured. The wording is copied to every node, and each node renders its own sites’ reports.

Check that it worked

• After Send now, the card shows the confirmation and the site’s Emails tab lists the message.
• After saving recipients, the No recipient warning on the card is gone.

If it fails

• “this site has no care report e-mail — set one on the care plan first, otherwise the report has nowhere to go”: save a recipient.
• “no SMTP relay is configured on the node that owns this site, so nothing can be sent”: configure the relay under Settings, then Mail, for that node.
• “the SMTP relay refused this report, so nothing was sent”: open the site’s Emails tab for the relay’s own message. The period stays open.
• “"<address>" is not a valid e-mail address.” or “At most 10 addresses.”: fix the list.
• “the last day is before the first one”, “pick the first day of the report” or “pick the last day of the report”: fix the dates.
• “the report range must start before it ends, and before now”: the range is empty after clamping to the present.