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On-Call & Incident Management Pay Per User

Tropos Alerts provides on-call calendars, incident escalation for IT organizations. With rule based routing and escalation chains, you decide when and how to get notified and when it's safe to sleep.

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Why Tropos Alerts?

We know there are some similar products out there. So why would you use Tropos Alerts over those other guys?

Pay Per User: Pay only as per your User requirements! No hassle with unnecessary notifications billing. With Tropos Alerts, you pay based on the users. Pay only for the Users you need!
Inbound Phone Numbers & Call Routing: All Tropos Alerts features are included with every plan. Even our base package allows teams to have an inbound phone number for recording voice alerts, SMS, or routing calls to an on-call team member.
Security Comes Standard: Multi-factor authentication can be enabled for all of our customers. Data is always encrypted in transit and at rest. You also have the ability define security policies for your organization.
Workflow Automation & Integration: Automate workflows and integrate seamlessly with your existing tools like Service Now, JIRA, SolarWinds, Microsoft Teams, Slack, Splunk, Jenkins to suit your custom needs. Happy to add more integrations to suit your needs.

Incident Management

When an alert comes into Tropos Alerts, it typically creates an associated incident. We've designed the incident screen to give you all the information you need in a single place.

Quickly check the incident status and who's working on it.
See not only which user is assigned, but the team's primary and secondary on-call resources so you know who to reach out to.
Get details on any associated alerts with a simple click.
We keep detailed history so you know who is changing what.
View the escalations on the incident to know which team members were contacted, when, and how.

On-Call Scheduling

Setting up the on-call calendar allows you to specify a primary and secondary on-call resource. This allows you to keep a standard escalation chain but rotate the responsibility for who gets notified in the event of an issue or other type of request.

You can configure an on-call rotation for as short or as long as you want. If you don't want to schedule each individual on-call interval (and who would?), you can either setup recurring schedules or have your on-call schedule automatically generated through On-Call Auto Scheduling.

Escalation Chains

Escalation chains allow you to notify members of your team using a variety of methods. Escalation steps will continue to be processed until the incident is acknowledged or resolved.

Email - Sends an email with all the details along with a link to acknowledge the incident.
SMS / Text - Sends a text with a shortened version of the incident. The recipient can acknowledge the incident by replying with ACK to the message.
Voice Phone Call - Calls the team member's phone and reads the details of the incident. The recipient can press 1 to acknowledge the incident.
And more...

Routing Rules

It's hard to love an on-call / incident management tool. Why? Because normally its job is to wake you up in the middle of the night when something goes wrong. Tropos Alerts takes a better approach...

Routing rules allow you to decide what types of alerts are worth waking up for vs those that can either wait or be ignored.

When a new alert comes into your team, routing rules determine what happens next. Options include forwarding the alert to another team, converting it to an incident, or ignoring the alert.

Inbound Phone Numbers

Inbound phone numbers allow you to create a unique phone number for each of your teams. The team manager can either choose live call routing or voicemail transcription for their number.

The voicemail message will be immediately transcribed and converted to an alert in Tropos Alerts. Live call routing will forward the incoming call to a live person.

Example Use Cases:

Share the team phone number with important clients so that they can get emergency support.
Have your IVR forward calls to the team Tropos Alerts number after hours.
Avoid your NOC (Network Operations Center) calling the wrong person. They only need one number per team.

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Frequently asked questions

What's considered a notification?: Most inbound and outbound messages count as a single notification. Really long SMS messages and voice calls lasting more than one minute increase. Full details can be found in the Calculating Usage document.
How many phone numbers can I have?: Each team can have a single phone number. Phone numbers use the equivilant of 100 notifications / month. For example, if you're on the startup plan and you have 2 phone numbers, then you have 800 more notifications each month.
What countries to do you support?: Currently, all Tropos Alerts capabilities work in the US & Canada (+1) and the UK (+44). If you want us to support another country, contact us.
Can you add X feature, please?: Probably! Our roadmap is driven by our clients and most feature requests are delivered quickly (like days or weeks). Just let us know what you need.