Assignment: the key event that stops escalations. Once a User takes Assignment of an alert, by voice menu, email link, SMS reply, or Mobile App, AlertOps stops the notification process.

Contact Method: any phone number, SMS number, email address, or push notification that is associated with a user

Escalation Policy: determines what user or groups should be notified first, second and so on, when an alert is received. 

Integration: An integration is used to integrate alerts from any monitoring tool.

Maintenance Window: A Maintenance Window is used to temporarily disable an integration for a set period of time. 

Message Rules: AlertOps sends alerts to either Groups or Users, using our Message Rules. There are 5 out-of-the box Message Rules: 

  • Retry Users 5 Times 5 Minute Interval Before Escalate: iterates through the on-call sequence one user at a time.
  • Rotate By User Device: iterates through the on-call sequence one user at a time, and one user device at a time.
  • All Hands Copy Secondary Copy Manager: message blasts all on-call users simultaneously (typically used in manual pages only)
  • Manager Email: sends an email only to manager role users
  • Business Email Only: sends emails to all users in a group 

On-Call Schedule: An on-call schedule is a rotating schedule that determines who is on-call at a specific time and date.

Workflows: Workflows add actions to Message Rules. There are 6 out of the box Workflows:

  • Notify All Recipients On Status Change Notify All Recipients When No Acknowledgement After 5 Mins Of Notifications
  • Notify All Recipients When No Assignment After 5 Mins Of Notifications
  • Notify Manager 1 Hr Before SLA If Not Resolved
  • Notify Owner 1 Hr Before SLA If Not Resolved
  • Notify Sender On Status Change
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