FAQs

This document will take you through some of the most frequently asked questions.

If you don’t find what you’re looking for, feel free to drop us a line in the Intercom widget below, write to our Support team, or Ask the community.

What is Squadcast? How can it help me?

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.

Is Squadcast right for me?

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.

How can I try out Squadcast?

You can try out for a 14-day free trial, here.

For any support setting up, you can reach out to us via the Intercom Chat Widget in the bottom right corner of your screen or you can drop a line to our Support Team and someone from our team will get back to you.

How does the 14-day trial work?

When you sign up for Squadcast, you will be put on the trial plan for 14 days and can test out all the platform's features.

Can you extend my trial for a few days?

If you wish to extend your trial for a few days, please reach out to our Support Team.

Can Squadcast route incidents depending on the source of the problem?

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.

What notification methods do you support?

In Squadcast, incident notifications are automatically sent using any preferred combination of phone calls, SMS, push notifications, and emails.

What if the on-call engineer doesn’t respond?

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.

Do you support international SMS and phone calls?

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.

To learn more about the list of supported countries, click here.

What numbers will the SMS and Phone Calls from Squadcast come from?

Phone Calls:

1. [phone]

2. [phone]

3. [phone]

SMS:

1. [phone]

2. [phone]

3. [phone]

What happens when I receive a phone/SMS notification?

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.

What is the difference between a User and a Stakeholder?

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.

Where is our data stored?

Squadcast allows customers to choose the geographic region of the Squadcast data centres that host their accounts. When signing up, you can choose the service region. Currently, the available options are the United States (US) and Europe (EU).

What is the difference between an account in the EU and US data centre?

Accounts in both data centres will have all of the features, except for:

• Jira Server extension will not be supported in the EU data centre.

Can I get a Quote?

Reach out to the Support Team with details on the # of users/plan and subscription type and we'll get back to you.

Can you delete our data?

We won't delete data unless you delete your account. When any account is deleted, all the data of that account will be deleted within 7 days.

I accidentally deleted my account. How can I undo this?

Reach out to our Support Team within 7 days from the date of deletion and we’ll help you sort this out.

Can I request a new integration that is not supported on Squadcast?

You can reach out to us via the Intercom Chat Widget in the bottom right corner of your screen or you can drop a line to our Support Team and someone will get back to you.

Does Squadcast support 2-factor authentication?

We don’t support 2FA as of now. This is already a part of our Product Roadmap and we will be introducing this soon.

However, right now, we support SAML 2.0 based SSOs.

How long is the data retained in the system?

• Essential Plan (Free) - 6 Months

• Pro Plan - 1 Year

• Essential Plan - Unlimited

How can I log a support ticket?

There are multiple ways to reach us in case of issues you face.

1. Intercom Chat Widget in the bottom right corner of your screen

2. Write to our Support Team

3. Submit a ticket

Do we provide live call routing?

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.

To see more on Webforms, click here.

How can I write blog articles for you?

Squadcast offers a Technical Writer Program and we’d love to get you on board! You can fill out this form and we’ll get in touch with you for the next steps.

Can I copy my notification rules to other users?

No, Notification Rules are a user-specific setting, with access limited to each individual. Even if you are an Account Owner or an Admin, you will still not be able to do this.

What email addresses are accepted?

• We allow any and all valid emails.

• We do not allow temporary or junk emails.

Who do I reach out to for help with setting up?

You can reach out to us via the Intercom Chat Widget in the bottom right corner of your screen or you can drop a line to our Support Team and someone from our team will get back to you.

Why do I get the error “The Email is not registered” even though I already have an account?

For it to work, make sure you are logging into the correct data centre in which you have an account. While signing in, you will have the option to switch between data centres.