This document will take you through some of the most frequently asked questions.
Squadcast is an incident response platform built on DevOps & SRE best practices to help you adopt the same to simplify incident management, get meaningful notifications, and enable faster incident resolution in collaboration.
You can learn how to use the platform to reduce your MTTA, and MTTR and significantly reduce your unplanned downtime.
You should consider using Squadcast if:
- You want to add the ability to customize notification rules for your existing monitoring tools (i.e. text or call me if it’s high-urgency, send me a push notification, or email if it’s low-urgency).
- You want to extend agile incident management workflows to your existing environment with on-call scheduling, escalations, and incident tracking.
- You want a single place to view the overall health of your systems and operations, no matter how many tools, services, or applications your team manages.
Yes. Squadcast allows you to add alert source integrations into services that mirror your service-oriented architecture. Each Squadcast service has its own associated notification and escalation rules (we call them “escalation policies”). This automatically routes issues to the people best able to resolve them.
For example, you should create an escalation policy for your database administrator team, and use this policy for all services that integrate with database monitoring systems. This ensures that database problems are always forwarded to a database specialist.
Sqaudcast allows you to specify comprehensive escalation rules. When an incident is triggered in Squadcast, we will first try to contact the level-one on-call responder for the incident. If that person doesn’t answer within the user-specified escalation timeout, Squadcast will automatically escalate to the level-two responder, and so on.
You can repeat an individual escalation level a maximum of 5 times, while the entire escalation policy can be repeated an additional maximum of 3 times.
Yes, we support SMS and phone call notifications to most countries. We use third-party providers to send out SMS and phone call incident notifications.
When you receive a phone call for an incident, you will hear the incident details and you can acknowledge the incident by pressing 1 during the call.
When you receive an SMS for an incident, you will receive the incident details and a link to the incident. Click on the link to open the incident in the Squadcast mobile app (if applicable) or on the browser.
Users are typically folks who go on-call and need to be notified every time an incident is triggered. Users can only access the configurations that they’re part of, and they can only access the incidents for teams that they’re a part of. Users can be granted additional permissions controlled by RBAC.
While, Stakeholders are individuals or groups from within the organization, that take an interest and are impacted by the outcomes of the incident management process.
Stakeholders have view-only access to all incidents. They are not notified by default for any of the incidents created in Squadcast. They also can create manual incidents should they notice something wrong and want to notify the on-call team of it. They can add notes to an incident and act as an incident watcher.
Accounts in both data centres will have all of the features, except for:
We're using Webforms as a recommended alternative to live call routing today.
Webforms give your stakeholders and customers a way to report issues through a publicly hosted form. It helps improve your customer support offering and manage critical customer-impacting issues as incidents within Squadcast.