How to migrate from Opsgenie without breaking SOC 2

Updated December 11, 2025

TL;DR: The Opsgenie sunset (April 2027) forces a compliance-critical migration for regulated teams. You can't just move schedules. You must preserve historical incident data, maintain immutable audit trails, and prove continuous compliance throughout the transition. This guide provides a step-by-step playbook for migrating incident management platforms without creating gaps in your SOC 2, GDPR, or ISO 27001 posture. We offer a SOC 2 Type II certified landing zone with automated audit trails, granular access controls, and data residency options that keep you audit-ready from day one.

Understanding the Compliance Risk of the Opsgenie Sunset

Atlassian is shutting down the Opsgenie standalone product. Sales ended June 4, 2025. Full support ends April 5, 2027. For regulated teams, this isn't just an inconvenience. It's a forced compliance event.

Your next SOC 2 audit will ask for evidence of incident response controls over a 12-month observation period. If you turn off Opsgenie and lose access to historical incident logs, you create an audit gap. The auditor needs to see who had access to production incidents, what actions they took, and when. No data means no evidence. No evidence means failed controls.

The Audit Gap Risk

The danger zone is the period between decommissioning Opsgenie and fully operationalizing your new platform. Three failure modes create compliance risk:

1. Data loss: Historical incident logs deleted before export. Your auditor asks for evidence from Q2 2026. You have nothing because Opsgenie access ended in April 2027 and you didn't export.
2. Incomplete migration: You migrate users and schedules but not incident history. Your new platform shows three months of data. The audit covers twelve months.
3. Broken chain of custody: Incident response happens across two platforms during the migration. You split your audit trail across systems with no way to prove who responded to what, where.

SOC 2 compliance requires demonstrating that your security controls operated effectively over time. A migration that breaks your incident audit trail is a compliance failure waiting to happen.

Step-by-step Migration Playbook: The Audit-safe Method

This playbook minimizes compliance risk by treating migration as a compliance project, not just a tooling swap.

Phase 1: Audit Your Current State (Week 1)

Before you export anything, map what you have in Opsgenie.

Data inventory checklist

• Incident history: How many incidents over the past 24 months? Opsgenie enterprise plans offer unlimited retention while lower tiers limit retention periods.
• Custom fields: List all custom fields (customer impact, root cause, service tier). You'll need to map these to your new platform's schema.
• User roles and permissions: Document who has access to what. SOC 2 auditors look for least-privilege access controls.
• Alert routing rules: Note which monitoring tools send alerts to Opsgenie and how they're routed to teams.
• Escalation policies: Export your on-call schedules and escalation paths.
• Integration configurations: Catalog all webhook URLs, API keys, and third-party integrations.

Compliance-specific questions

• What's your current audit observation period? Most SOC 2 Type II audits require 6-12 months of continuous evidence.
• Which incidents from Opsgenie fall within that window?
• Do you need to retain data beyond the observation period for regulatory reasons? GDPR Article 5 requires personal data be kept only as long as necessary, while SOC 2 often requires extended audit log retention.

Phase 2: The Parallel Run (Weeks 2-6)

Running both platforms simultaneously is the safest migration strategy for regulated teams. This ensures no incidents fall through the cracks and maintains continuous audit coverage.

Technical setup for dual operation

1. Configure dual alerting: Update monitoring tools (Datadog, Prometheus, New Relic) to send alerts to both platforms. Our integration setup guide shows how to configure this in under 30 minutes.
2. Start with pilot teams: Run 2-3 teams through the new platform while Opsgenie remains the system of record. Use alert tagging to prevent duplication and designate which platform owns each incident.

Parallel run duration: Plan for 4-6 weeks minimum. This gives you time to run 15-20 real incidents through the new platform and validate that nothing breaks.

Phase 3: Data Export and Retention (Ongoing)

This is the compliance-critical phase. You must export historical incident data before Opsgenie access ends.

Opsgenie export methods

Use the Opsgenie API to retrieve incident details, alert history, and assignments in JSON format. Key endpoints provide comprehensive data extraction, though API rate limits apply. For simpler alert data, CSV export is available from the dashboard. The GET Schedule API retrieves on-call schedules in JSON that you can convert to CSV.

Data mapping strategy

Your exported Opsgenie data won't match your new platform's schema one-to-one. Build a mapping table that translates Opsgenie fields (Priority P0-P5, custom fields, user roles) to your new platform's equivalents. Map P0 to Critical severity, P1 to High, and so on. Document any custom fields that need transformation or storage in notes fields if direct mapping isn't supported. Address data quality issues like duplicate records or incomplete fields before migrating to prevent these from carrying over to your new platform.

Verification checklist

After importing data into your new platform:

• Record count validation: Total incidents in new platform must equal total incidents exported from Opsgenie.
• Spot checks: Manually compare 10-15 critical incidents to verify timeline accuracy, custom field preservation, and user action logs.
• Automated validation: Write scripts to compare key fields (timestamps, severity, resolution status) between source and destination, confirming the chronological sequence of actions within each incident remains intact.

Phase 4: The Cutover (Week 7)

The cutover is the moment you stop using Opsgenie as the primary incident management platform.

Cutover day checklist

1. Update all webhooks: Point monitoring tool integrations to your new platform exclusively.
2. Archive Opsgenie: Export a final snapshot of all data. Keep Opsgenie accessible (read-only) until it's outside your audit observation window.
3. Communicate the change: Notify all on-call engineers that incident response now happens exclusively in the new platform.
4. Monitor closely: Have your platform team on standby for the first 48 hours post-cutover.

Rollback criteria

Define clear triggers for rolling back to Opsgenie: critical alerting failure (alerts not reaching on-call), data integrity issues (missing incident history), or escalation policy malfunction during a P0 incident. Capture a system state snapshot immediately before cutover to ensure you can restore the previous configuration if needed.

Exporting Your Data: Tools and Tactics

Opsgenie's data lives in multiple places: incident logs, alert history, on-call schedules, and custom configurations. A comprehensive export captures all of it.

What to Export

Critical data for SOC 2 compliance:

• Incident audit trails: Who declared each incident, who responded, what actions were taken, and when. These records demonstrate your access control and monitoring capabilities during SOC 2 audits.
• Alert logs: Full history of alerts received, acknowledged, and resolved.
• On-call history: Records of who was on-call during each incident, proving your availability controls.
• Post-mortem documentation: If you stored post-mortems in Opsgenie, export them. Auditors look for evidence of continuous improvement.

Configuration data:

• Escalation policies
• Routing rules
• Team structures
• User roles and permissions

Export Scripts and Automation

Manually exporting data via the UI doesn't scale for teams with hundreds of incidents. Use the Opsgenie API to automate:

Sample export workflow:

1. Authenticate to the Opsgenie API using your API key and query the incidents endpoint with date filters to retrieve all incidents within your audit observation period.
2. For each incident, retrieve associated alerts, timeline events, and user actions, then transform JSON responses into your new platform's import format.
3. Store the raw JSON export as a backup. Compress and archive it for long-term retention.

Atlassian provides an automated migration tool for teams moving to Jira Service Management or Compass.

Data Retention Requirements

GDPR Article 5 requires that personal data be kept only as long as necessary, but SOC 2 and other compliance frameworks often require retaining audit logs for extended periods. Retain incident data for at least 3 years to cover multiple audit cycles, but anonymize or pseudonymize personal data in exported logs if it's no longer needed for operational purposes.

Comparing Alternatives for Regulated Teams

Not all incident management platforms are built for compliance. Here's how the leading options stack up for regulated industries.

Compliance & Security Features

Compliance & Security

Access Control & Migration

Total Cost of Ownership for Compliance

Compliance features are often gated behind expensive enterprise tiers. Here's the real cost:

Incident.io: Pro plan at $45/user/month includes on-call, private incidents, and unlimited workflows. Enterprise adds SAML/SCIM and dedicated CSM.

PagerDuty: Business plan starts at $41/user/month but compliance features (advanced permissions, audit log analytics) require Enterprise tier. Many teams report pricing escalating significantly at higher tiers.

Jira Service Management: Standard plan at $20/agent/month doesn't include advanced incident management. Premium at $47.50/agent/month adds features but migration and configuration complexity adds hidden costs.

"incident.io is very easy to pick up and use out of the box ... The customer support has been fantastic and is world class and hard to beat." - Matthew B., G2 Review

Why We Built Incident.io for Regulated Teams

We built incident.io for teams that need compliance without complexity:

• Automated audit trails: We log every action automatically in real-time, from declaration to resolution. No manual note-taking required.
• Slack-native workflow: Incident response happens where your team already works. The entire audit trail lives in Slack channels, which are automatically archived.
• Operational in days: No six-month implementation. Teams run production incidents through our platform within 3-5 days of starting migration.

Minimizing Downtime and Ensuring Team Adoption

The best migration plan fails if your engineers don't actually use the new tool.

Zero-training Adoption Strategy

We eliminate training overhead because our interface is Slack. On-call engineers already know how to send messages, use slash commands, and join channels.

Key adoption accelerators:

• Intuitive slash commands: /inc declare creates an incident. /inc assign @engineer assigns an owner. /inc severity critical updates severity. No web UI required during the stressful moments of an incident.
• Auto-populated context: Our Service Catalog automatically surfaces relevant information (service owners, recent deploys, runbooks) in the incident channel.
• Real-time guidance: During an incident, the platform suggests next steps based on your configured workflows.

"Incident.io features a lot of integration to most of our tools like Google, Jira and Pagerduty. The on-call features seamless support Pagerduty as well as their internal on-call solution..." - Rui A., G2 Review

Managing Alert Fatigue During Parallel Operation

Running two systems simultaneously can create alert duplication. Mitigate this by:

1. Alert tagging: Add a tag to each alert indicating which platform should be the primary responder.
2. Gradual team rollout: Don't migrate everyone at once. Week 1: Team A uses the new platform. Week 2: Add Team B. By week 6, all teams are on the new platform.
3. Deduplication rules: Most modern platforms offer key-based deduplication to suppress duplicate alerts based on unique identifiers.

How We Keep You Audit-ready from Day One

Maintaining compliance isn't just about migrating data. It's about having the right controls in your new platform.

Automated Audit Trails

Our audit log feature captures every user action and system event:

• User and role management: User creations, deletions, role changes
• Incident lifecycle: Every action from declaration to resolution
• Access to private incidents: Who was granted access and when
• Workflow modifications: Changes to incident response processes
• Integration changes: When integrations are added or removed
• API activity: API key creation, deletion, and usage

Export options for compliance:

• CSV export: Download audit logs for offline analysis or compliance reporting
• SIEM integration: Stream events to Datadog, Splunk, or AWS S3 for centralized security monitoring
• API access: Programmatic access to audit logs for custom reporting

SOC 2 and GDPR Compliance Posture

We're SOC 2 Type I & II and GDPR compliant. This means:

• Data encryption: AES-256 encryption for data at rest, TLS for data in transit
• Access controls: Role-based access control (RBAC) and SAML/SCIM for Enterprise customers
• Data residency: Choose between US or EU data storage to meet your regulatory requirements
• Vendor risk management: We provide SOC 2 reports and Data Processing Agreements (DPAs) to simplify your vendor risk assessment

ISO 27001 requires a systematic approach to managing information security. Our automated incident management and audit trail capabilities support your Information Security Management System (ISMS) by providing:

• Formal incident management processes that are consistently applied
• Post-incident reviews automatically generated from timeline data
• Continuous monitoring of security incidents

Secure Access Controls and Private Incidents

Regulated teams often handle security incidents that require restricted access. Our Private Incidents feature lets you:

• Limit incident visibility to specific users or teams
• Track who accessed sensitive incident data
• Maintain separate audit trails for security vs. operational incidents

This meets SOC 2 confidentiality criteria and supports least-privilege access principles.

"Incident.io is very much built by incident responders, for incident responders." - Verified User, G2 Review

Don't Let a Tool Swap Break Your Compliance

The Opsgenie sunset is forcing a decision. You can migrate in a panic in 2027 when the lights go off, or you can treat this as an opportunity to upgrade to a modern, compliance-ready platform now.

Regulated teams can't afford audit gaps. We provide the automated audit trails, security controls, and compliance certifications you need to migrate safely. We've helped hundreds of organizations migrate from legacy platforms. We know how to preserve your incident history, maintain continuous compliance, and get you operational in days.

Ready to see how we keep you audit-ready during migration? Schedule a demo with our team and run your first incident through the platform. We'll walk you through our audit trail features and answer your compliance questions.

For a detailed technical walkthrough, watch our platform demo or read our guide on migrating from Opsgenie.

Terminology

Opsgenie Sunset: The phased discontinuation of Opsgenie as a standalone product by Atlassian, with sales ending June 4, 2025 and support ending April 5, 2027.

Data Migration: The process of transferring historical incident logs, on-call schedules, and platform configurations from one incident management system to another while preserving data integrity and audit trails.

SOC 2 Type II: An audit report that attests to the effectiveness of a service provider's security controls over a defined observation period (typically 6-12 months).

Audit Trail: An immutable, chronological record of all actions taken during an incident, including who did what and when. Critical for proving compliance with security frameworks.

Parallel Run: Operating two systems simultaneously during a migration period to ensure no data loss and provide a fallback option if issues arise.

GDPR (General Data Protection Regulation): EU regulation governing the processing and storage of personal data, with specific requirements for breach notification and data retention.

ISO 27001: International standard for information security management, requiring systematic risk assessment and incident management processes.

SAML/SCIM: Standards for Single Sign-On (SAML) and user provisioning (SCIM) that enable centralized identity management, often required for enterprise compliance.

Data Residency: The physical location where data is stored, important for compliance with regional data protection regulations.