Turning incidentsinto success stories

Feedback from Engineers and across the board has been great. The tool is intuitive, reliable, flexible and has required light touch onboarding for new users.

Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, and issues we’ve run into.

When we did our evaluation process, we gave incident.io a list of features we needed. In the time that it had taken us to get one vendor to respond to our product feedback, incident.io had shipped four features we requested. Internally, we had a meeting, and I think we said something like, 'Wow, they are super hungry.

Since switching to incident.io, a lot of our manual processes have been automated, saving us a significant amount of time and allowing our team to respond to incidents much more efficiently. Before incident.io we did everything manually. Now we move through incidents faster than greased lightnin’ ⚡

Most product companies try to build Terraform integrations that end up feeling like an afterthought.You built something that is intentional, user-friendly and quite possibly the single best implementation I've seen in my career.

Reliability is foundational to customer trust. In practice it's how quickly we can identify, acknowledge, and detect an issue, and how quickly we can resolve it. incident.io provides the platform that enables a lot of that.

Our developers are happy, my managers are happy, overall everyone's happy. That's really a best case scenario.

If you're still using legacy tools and manual processes, you're living in the Stone Age. incident.io isn't just better, it's what incident management should have been all along.

incident.io didn't just solve our incident management problem, it transformed how we think about reliability, coordination, and continuous improvement.

Our CSM didn't just hand us a login and wish us luck. He built us a tailored training plan, ran a full session for 100+ of our engineers, and chased every migration snag relentlessly, sending end-of-day notes even when there was nothing new to report, just so I knew it hadn't gone quiet. Responsive, tenacious, and genuinely lovely to deal with. Any customer would be lucky to have him in their corner.

What I love about incident.io is how simple, jolly, and less intimidating it makes the response.

One of the improvements that incident.io has brought to our incident response processes is the reduction of that cognitive overload. It’s one tool. You just send an /inc statuspage message, and you post an update. It's all in the same tool. It's in the same context.

Catalog is probably my favourite feature of the platform. Makes it easy to connect different sources, be able to map alerts to different Catalog types.

On-call feels refreshingly light and easy to configure compared to PagerDuty.

The customer support has been nothing short of amazing. Feedback is immediately heard and reacted to, and bugs were fixed in a matter of days—max.

incident.io has enabled us to have a better incident response process. What does that mean? Better service to our clients, which means better NPS. It means better net revenue retention and client satisfaction, which ultimately feeds right down into revenue and our P&L statement. Can't really argue with that.

We fully deployed incident.io across all the tech teams, we have operational teams using it, and now also the first business teams. Now there's also a direct connection between the incidents being created, the escalations, and also the alerts coming in to incident.io.

incident.io is tied to our ability to provide a really great experience for our customers; it's core to what our company is about. We have very demanding customers at the intersection of enterprises and developers.

So, making it easy for us to track follow-ups and do all of the right things when there is reactive work that our customers are waiting on is really important.