OnPage incident management

Incident Alert Management

Automate the incident notification process to individuals on-call with digital schedules, alert escalations, and alerting redundancies to avoid human error and increase business up time.

How Does OnPage Help?

  • Create an on-call schedules for each team with unique escalation criteria.
  • Fragmented teams are no longer a Problem! The intuitive built in messaging allows for the entire ticket details to be forwarded. Get full event visibility! Add notes, a bridge number or attachments to the event alert.
  • OnPage “Alert-Until-Read” ensures critical alert is never missed.
  • Follow the audit-trail to ensure a notification was read and replied to.
  • The fault-proof scheduler defaults to “always full” i.e. if a person is removed from an on-call shift by mistake with no replacement, the entire team will be alerted to ensure the alert is delivered.
  • Enable incident postmortem via the audit trail, the real-time reporting console and downloadable reports.

how it works

OnPage supports DevOps and IT Ops teams

Using OnPage for your Incident Management Process

1 - The incident occurs - OnPage integrations

Consolidate alerts from RMMs, PSA tools, monitoring tools and IOT sensors through out of the box integrations.

Elevate notifications to the right person on-call within seconds. Monitoring tools connected to critical systems can trigger critical alerts based on predefined criteria. Notifications are sent to your team on the OnPage application.

Integrate OnPage with any system that sends off an e-mail notification.

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2 - Organize your team - On-Call Scheduler

Manage your on-call team by entering them into OnPage’s full proof scheduler. OnPage Enterprise users can handle the most complex employee, team and group calendar configurations with ease.

Escalate alerts to individuals or groups. The scheduler mitigates human error by notifying everyone in the group when a time period in the OnPage scheduler is left blank.

 

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3 - Automate the alerting process - Escalation Policy

Organize team members in the OnPage console

Create escalation policies and ensure the alert is always handled by a member of your team in a timely manner

Anticipate and plan for failure by enabling fail-overs; in which case the alert is escalated to another group

Alert across communication mediums and send message redundancies via SMS, email or phone call

Report on failed escalations by sending a fail-report to upper management

Collaborate with other respondents by forwarding incident tickets. Enable further escalations

 

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4 - Team communication via Secure Messaging

Foster team communication by using OnPage’s in-app messaging that is secure, encrypted and HIPAA complaint

Attach voice, image, PDF or WORD files to add context to an incident. Also send a conference bridge number to get a hold of your entire team

Rest easy knowing that your messages will never be lost and will be carried over cellular or wireless (Wi-Fi) coverage.

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5 - Your team takes action - High and Low Priority Messaging

Prioritize incidents by labeling them High Priority or Low Priority

Configure alerts to come in with unique ringtones and alert persistence based on incident severity

Differentiate High and Low priority alerts that come to your smartphone. High priority alerts are loud and persistent, going on for 8 hours. Low priority alerts mirror the delivery of a standard SMS.

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6 - Know the status of your alert - Audit trails and Message Failover reports

Utilize audit trails that track and time stamp each and every alert

Access message logs to track incidents that were not acknowledged and escalations that failed

Notify incident managers with detailed process failure reports detailing the reason for each failure.

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WHITE PAPERS

Here is a selection of our most popular White Papers. For the complete catalog click here.

Rock Solid Reliability

We have an Uptime of 99.95% and redundancies are in place to deter any type of outage. This allows for absolute minimum downtime, even during worst-case scenarios.

  • OnPage is 100% HIPAA compliant
  • All messages and alerts go through encrypted transmission
  • OnPage sends messages through the data channel and over WiFi networks.
  • The OnPage Service is hosted in a Tier III, SSAE-16 compliant facility
  • We utilize fully redundant server infrastructure to make sure all data is secure

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Eliminate Alert Fatigue and White Noise

Eliminate alert fatigue by prioritizing urgent notifications. You can send High or Low priority alerts, based on your needs . When an incident occurs, persistent alerts and repeated delivery are part of OnPage’s  system to ensure incidents get to the right person at the right time. Every time.

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Scalable Integrations

  • OnPage integrates with RMM and PSA tools like the ConnectWise package.
  • Modernize ITSM with our ServiceNow Integration
  • Enhance your IoT Ecosystem with the ThingWorx integration
  • Connect your tool stack using our API and e-mail integration.
  • Integration with Chat Ops tools like Slack and Cisco-Spark.
  • Ready to use API and WebHooks.

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