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FAQ

Overview 

This FAQ provides answers to the most common questions about AlertOps, including platform capabilities, alerting behavior, integrations, pricing, and account management. 

Audience 

  • AlertOps administrators 
  • DevOps and IT operations teams 
  • Data Center Technicians 
  • Field Ops and Operational Technology Teams 
  • Prospective customers evaluating AlertOps 

 

Purpose 

  • Quickly answer common questions 
  • Reduce support inquiries 
  • Provide clear, high-level product understanding 

 

About 

What is AlertOps? 

AlertOps is an incident management platform that helps IT organizations, DevOps teams, Operational Technology teams and Data Centers manage and optimize alerts from various monitoring systems. The platform is designed to significantly reduce alert fatigue and mean time to resolution (MTTR). 

AlertOps ensures that alerts reach the right person the first time, every time, through intelligent routing, escalation policies, and on-call scheduling. 

 

What are the benefits of having AlertOps? 

AlertOps helps organizations reduce alert fatigue and MTTR by providing visibility into incident progression and ensuring incidents are automatically escalated to the appropriate responders. 

Key benefits include: 

  • Automated alert escalation 
  • Improved incident visibility 
  • Faster response times 
  • Reduced operational overhead 

 

Alerts 

What happens if someone misses an alert? 

If an alert is not acknowledged, AlertOps automatically escalates the alert according to the configured escalation policy. Escalations continue until the alert is acknowledged by an on-call user. 

Additional alerting options include: 

  • On-call scheduling, ensuring alerts reach the correct user. 
  • Live call routing, for real-time voice escalation. 
  • Manual paging, which allows you to alert multiple teams at once to a conference bridge so you can reach the right people. 

 

Do you support international SMS and calls? 

Yes. AlertOps supports international SMS and voice calls for Premium and Enterprise packages. 

  • Enterprise customers receive unlimited* international SMS and calls 
  • Premium customers receive up to 25 international SMS and calls per user per month 

*Subject to fair-use policies. 

 

How many notifications are allowed per user? 

AlertOps provides: 

  • Unlimited* email notifications 
  • Unlimited* push notifications 

Additionally: 

  • Premium and Enterprise users receive unlimited* domestic (US/Canada) SMS and calls 
  • Standard customers receive a limited number of SMS and calls 

*Subject to fair-use policies. 

 

Integrations 

How do integrations work? 

AlertOps integrates with monitoring and ticketing tools using webhooks, email APIs, or REST APIs. 

Integrations can: 

  • Open new alerts or incidents 
  • Trigger escalations based on alert policies 
  • Route alerts automatically to the correct responders 

All customers have access to inbound integrations, while Enterprise customers also have access to enterprise-level integrations. 

 

Is there a limit to how many integrations I can have? 

Integration limits vary by package: 

  • All AlertOps accounts have access to unlimited* inbound integrations 
  • Premium customers are limited to 1 inbound integration 
  • CWM MSP package customers have access to 3 inbound integrations 
  • Enterprise customers may also use enterprise integrations 

*Subject to plan terms. 

 

What monitoring tools are known to work with AlertOps? 

AlertOps supports over 200 pre-templated integrations. 

Commonly used monitoring tools include: 

  • Nagios 
  • Pingdom 
  • Splunk 
  • AppDynamics 
  • Splunk 

Commonly used ticketing tools include: 

  • SalesForce 
  • Zendesk 
  • ConnectWise Manage 
  • ServiceNow 
  • AutoTask 

Any tool capable of sending a webhook or email can be integrated with AlertOps. For a full list of supported products, refer to the Prebuilt Integration pages or contact the support team for customization options. 

 

Plans and Payments 

Where can I find out more about your startup pricing program? 

The startup pricing is based on the number of users and the specific alert volume. The best way to get more information is by contacting our support team today via support@alertops.com! 

 

What are the eligibility requirements for competitor buyouts? 

Competitor buyout eligibility depends on: 

  • Number of users 
  • Remaining contract duration 
  • Current pricing and package 

Contact AlertOps support at support@alertops.com to discuss eligibility and available options. 

 

How many users do I need to get started? 

The number of required users depends on the size and operational needs of your organization. 

To determine the appropriate number of users, contact AlertOps support for guidance. 

 

What are your payment plans? 

AlertOps offers: 

  • Monthly subscriptions 
  • Annual subscriptions 

Payments can be made using most major credit cards or via invoice. For more details, refer to the AlertOps pricing page. 

 

How do I switch my package? 

Package changes depend on your billing method: 

  • Annual invoice customers should contact AlertOps support at support@alertops.com or use the in-app chat. 
  • Credit card customers can update their subscription by following the instructions provided in the billing portal. 

 

How does the free trial work? 

AlertOps offers a 14-day free trial that starts immediately after selecting a plan on the website. 

  • No credit card is required 
  • Users can switch plans during the trial by contacting support 

 

Can I get my trial extended? 

Trial extensions or additional trial users may be requested by contacting AlertOps support at support@alertops.com. 

 

Account and User Settings 

How do I change a user from AP Admin to Stakeholder? 

User types in AlertOps cannot be modified after creation. 

To change a user from App Admin to Stakeholder: 

  1. Remove the existing user 
  2. Create a new user with the Stakeholder role 

Additional details about user types are available in the user management documentation. 

 

How do I change an account owner? 

Account ownership cannot be changed from within the AlertOps portal. 

The current account owner must contact support@alertops.com to request an ownership change. 

 

 

Groups and Scheduling 

How do I change a user from Standard to Stakeholder? 

User types cannot be changed once assigned. 

To update a user role: 

  1. Remove the existing standard user 
  2. Create a new Stakeholder user 

Refer to the User Types documentation for more details. 

 

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