It’s 3am. You wake up to a blaring alarm, the sound burned into your soul from countless sleepless nights. You reach for your phone, ‘press 4 to acknowledge’ and bleary eyed, you open your laptop, grab a coffee and get to work.
The next hour is a whirlwind—bringing services back online, keeping colleagues in the loop, maintaining a list of action items, updating a status page that will be seen by millions of customers. Potentially for the fifth time this month.
If you’ve been there before, you’ll know what I’m talking about. I’ve been through it countless times and there’s no sugar coating it—it sucks. Pete, Chris and I started this company 3 years ago because it was clear to us that incident management was broken, but also that it didn’t need to be.
We started with Response to help with coordination and communication, then we launched Status Pages to keep internal and external stakeholders up to date.
It’s time. Introducing On-call
Today, we’re delighted to announce the final piece of the puzzle: On-call 🎉
It’s feature-rich, rock-solid, and a joy to use. Our goal was to build something “so good, you’ll break things on purpose.” We hope you love it.
The single place for all your alerts
Whether it’s Datadog, Cloudwatch, Alertmanager, or good old HTTP, Alerts allows you to connect to every one of your existing tools.
Once you’re sending alerts into incident.io, use Attributes to enrich them with the right service, team, product, and whatever else you might need when you’re running your incident.
Finally, with Alert Routes, you get to decide exactly what happens when an alert is received, whether that’s escalating to the right people, creating new incidents automatically, or merging into existing ones.
On-call schedules that fit around your team
No more jumping through hoops. We’ve built rich and flexible Schedules, that work how you do.
Whether it’s multiple rotas in a single schedule, follow-the-sun rotations, or implementing shadowing to get a new engineer up to speed, we support a wide variety of approaches that have been painful or impossible in other providers.
If someone’s not around to pick up the call, Escalation Paths ensure the right person is found to solve the problem.
Confidence that right people will be notified, every time
We’ve built On-call with rock-solid-reliability, so you can be confident the right people will be notified, every time. We know everyone likes to be communicated with a little differently and that’s OK. Whether it’s SMS, phone, email, Slack or push notifications, it’s up to you.
An app so good, everyone will want to be on-call
We’ve built a beautiful mobile app, designed to be used at 2AM. Everything has been meticulously designed to be efficient, intuitive and delightful. Think of it as your gateway to incident response: allowing you to get up to speed on your way to your laptop.
Built for humans
You’re not a human webhook. We know that being on-call can disrupt your evening with your kids, a night out with friends, or an unexpected personal errand. We’ve built on-call with a human-focused approach.
Need to take your dog to the vet, or jump on the subway? Overrides ensure you always have coverage, and your team has your back. With our “Cover Me” feature, just tell us what times you need covered. We’ll find someone on the team who can take it, and set up the override for you.
All beautifully integrated
It wouldn’t be the single place you turn when things go wrong, if it wasn’t beautifully integrated with the rest of our platform.
Enrich Alerts with organizational context like teams, services and CRM data using Catalog. We’ll pre-create incidents for you, ensure the right people are already there, and that you have all the information your need to get going (powered by Workflows).
When everything’s over, you’ll have all the context on the alerts, the escalations, and what you actually did to resolve your incident compiled into a single place for you to run your debrief.
You can finally remove PagerDuty, Statuspage, and your homebuilt solution that you’ve glued together, in favour of one platform that does it all. And much better, too.
This is just the start
“$EXISTING_PROVIDER hasn’t improved the product in years. They don’t listen to me. They only talk to me when they want more money.”
We hear you. Well, that’s not how we do things here. This is just the start of what we’re building for On-call. Syncing with Slack groups, new alert sources, better rota management features and more insights, we’ll be making significant improvements every week.
Not convinced? That’s OK. Keep your eyes on our weekly Changelog and we’ll prove it to you 😉
Get started today
On-call is available from today. Multiple customers have already moved over and are using us to run on-call across their whole organization. We’d love for you to be one of them!
If you’re an existing customer you can enable On-call in your account today and if you’re new to incident.io, click here to learn more and kick off a trial!
Introducing incident.io On-call
The wait is over. incident.io On-call is here.
