FAQ

This article answers the questions we hear most often from customers and prospects about what AlertOps does, how alerts and escalations behave, which tools we integrate with, and how pricing, trials, and account changes work.

Audience

This article is for everyone who touches AlertOps. Each question is tagged with the role it applies to most so you can skim to the parts that matter for you.

- - Admins — account owners and administrators configuring AlertOps.
  - Responders — users who receive alerts, acknowledge them, and work through incidents.
  - Prospects / Evaluators — anyone evaluating AlertOps before a purchase or trial.
  - All users — general platform questions relevant regardless of role.

About AlertOps

What is AlertOps?

AlertOps is an incident-management platform that helps IT, DevOps, Operational Technology, and Data Center teams manage and optimize alerts from monitoring and ticketing systems. It reduces alert fatigue and mean time to resolution (MTTR) by routing every alert to the right person the first time, using intelligent routing, escalation policies, and on-call scheduling.

What are the benefits of AlertOps?

AlertOps gives you visibility into how an incident is progressing and makes sure every alert reaches a responder who is actually on-call. Key benefits:

- - Automated alert escalation when the first responder does not acknowledge.
  - Real-time visibility into who has been notified and when.
  - Faster response times through correct routing and clear ownership.
  - Lower operational overhead — fewer missed alerts, fewer manual pages.

Alerts and Notifications

What happens if someone misses an alert?

Relevant for Responders and Admins

If an alert is not acknowledged within the time window configured on the escalation policy, AlertOps automatically escalates the alert to the next responder. Escalations continue until the alert is acknowledged. Additional options include:

- - On-call scheduling, so alerts reach whoever is actually on-call.
  - Live-call routing, for real-time voice escalation.
  - Manual paging, to alert multiple teams at once on a conference bridge.

Do you support international SMS and calls?

Relevant for Admins and Prospects

Yes, on Premium and Enterprise plans.

- - Enterprise: unlimited international SMS and calls (subject to fair-use policy).
  - Premium: up to 25 international SMS and calls per user per month.
  - Standard: not included. Contact support to add an international package.

How many notifications does each user get?

- - Email notifications — unlimited on all plans.
  - Push notifications (mobile app) — unlimited on all plans.
  - Domestic (US/Canada) SMS and calls — unlimited on Premium and Enterprise; capped on Standard.

All unlimited allowances are subject to AlertOps' fair-use policy.

Integrations

How do integrations work?

AlertOps connects to monitoring and ticketing tools using webhooks, email APIs, or REST APIs. An integration can:

Open a new alert or incident from an incoming event.
Trigger escalation based on the alert's configured policy.
Route alerts automatically to the correct responders or groups.

All plans include inbound integrations. Enterprise plans also include enterprise-grade outbound and bi-directional integrations.

Is there a limit on how many integrations I can use?

Relevant for Admins and Prospects

Standard and Enterprise: unlimited inbound integrations.
Premium: 1 inbound integration.
Enterprise: also includes enterprise integrations.

Which monitoring and ticketing tools work with AlertOps?

Relevant for all users

AlertOps ships with more than 200 pre-built integration templates. Frequently used tools include:

Monitoring: Datadog, Nagios, Pingdom, Splunk, AppDynamics, Prometheus/Grafana, Azure Monitor, AWS CloudWatch.
Ticketing: ServiceNow, Salesforce, Zendesk, ConnectWise Manage, AutoTask, FreshService.

Any tool that can send a webhook or an email can be integrated. For the full list, see the Prebuilt Integrations pages or contact support.

Example — Datadog to AlertOps end-to-end flow

1. Datadog detects a CPU spike on a production database and fires a webhook to your AlertOps inbound integration URL.

2. AlertOps opens a new alert and matches it to the "Database — Tier 1" escalation policy.

3. The policy notifies the on-call DBA via SMS and push. If no acknowledgement within 5 minutes, it escalates to the backup DBA; after 10 minutes, to the DBA group lead.

4. The first responder acknowledges from the mobile app; AlertOps stops escalating and records the timeline.

Plans and Payments

Do you have a startup pricing program?

Am I eligible for a competitor buyout?

Buyout eligibility depends on three things: your current user count, remaining contract duration, and current package and price. Send those three details to support@alertops.com for an eligibility check.

How many users do I need to get started?

There is no fixed minimum — the right number depends on your on-call rotation size and how many people need to receive alerts or run incident response. Contact support for sizing guidance.

What payment options are available?

Monthly subscription — billed each month.
Annual subscription — billed once per year (often with a discount).
Credit card via the billing portal, or invoice for annual plans.

How do I switch my package?

Annual / invoiced customers — email support@alertops.com or use the in-app chat; an agent will process the change.
Credit-card customers — update your subscription from the billing portal linked in your account settings.

How does the free trial work?

AlertOps offers a 14-day free trial that starts the moment you select a plan on the website.

No credit card required to start.
You can switch plans during the trial by contacting support.
When the trial ends, your account either converts to the plan you selected or becomes read-only until you complete payment.

Can I extend my trial?

Reach out to sales@alertops.com with your account name and a short note about why you need more time.

Account and User Settings

How do I change a user's role (for example, App Admin to Stakeholder)?

Relevant for Admins

A user's role cannot be edited after the user is created. To change a role:

Remove the existing user from the account.
Create a new user with the desired role.
Re-add the new user to the relevant groups and schedules.

This applies to any role-to-role change — for example, App Admin to Stakeholder, or Basic to App Admin.

Note: the roles available in your account depend on your AlertOps package. Some roles (for example, Stakeholder) are tied to specific offerings and may not appear on every tenant.

How do I change the account owner?