On-call by incident.io provides effective incident coordination and ensures your team is proactively notified via phone, email, SMS, push notification, and Slack when there is an issue. It consists of four main components: Alerts, Schedules, Escalation Paths, and Notifications. Alerts connect tools like Datadog and Sentry to notify if something goes wrong. Auto-creating incidents streamlines the incident response process by eliminating the need to manually create incidents from alerts. A new section has been added to Alert routes to specify alert escalation preferences, such as notifying the relevant team via their escalation path and setting a delay on escalating grouped alerts. Schedules determine when individuals from a team or group are on-call, including options for multiple on-call personnel. Additional rotas support models like Follow-the-sun and Shadowing. Overrides are supported for easier on-call coverage management. Escalation paths specify who to notify and in what order, including how long to try notifying before moving to the next stage. Notifications can be received via Slack, SMS, phone call, email, and push notification via the mobile app. The mobile app allows setting up preferences and quickly acknowledging issues, including critical alerts that bypass silent and “do not disturb” modes. On-call integrates with existing systems and supports syncing shifts to calendars, paging via Workflows, and multiple notification rules per method. Notifications can be delayed up to 10 minutes, and multiple consecutive alerts on an incident will be summarized into a single message. Test incidents can be created from alert routes for easier configuration testing. The mobile app supports light or dark mode and contact card syncing for SMS and phone calls to bypass silent modes.
