incident.io

We currently have one use case. We are pushing alerts from another tool that we use named Groundcover, which is an observability tool. When we detect that one of our tenants is down, we want to make a critical alert to notify us about that. We need a way to push it to the managers in the company. incident.io  was great for that, so we chose it. We are pushing alerts from Groundcover when a host is down. We are using incident.io  to get an SMS and a phone call and a follow-up in Slack. This allows us to know about the incident, follow who is managing it, what is happening, and the investigation in the Slack channel. This is a great tool for us. It fits perfectly for the issue that we are having.

First, we tried to use PagerDuty, but our trial ended and everything was blocked. In incident.io, I can use it for free with about five people, if I'm not sure. We are a very small company, so three managers is enough. This was the first point that made me choose them. The second one is the UI. The UI/UX is very nice. It looks very young and very brand new compared to other tools. The option to manage who is in-call and who is out-of-call during the shift is very nice. It's not applicable for us because we are all twenty-four seven, but in the future, we can handle the time that each one is on call and waiting for calls and see the incidents in real time. This is a nice feature that they have. I didn't know if other tools also have that. Having an SMS and a phone call together with a new Slack channel opening for each incident makes the handling in the incident very efficient.

The key benefit is that I now have a tool that can push critical alerts to the support team. Maybe in the future we can build a support team over this tool and move to a paid version if we think this is a good tool. The option to move incidents, critical incidents to be handled using incident.io is a very strong benefit for us because now we have something that can manage the incident lifecycle from scratch. We can know who is managing it, who is leading it, what is the issue, all the follow-up, and maybe report to the customer if needed. It's a very nice tool if we need more features. It's a great door to open and to work with.

Before that, we were just pushing new incidents about a host being down into a Slack channel. But we are not all looking on the Slack channel twenty-four seven. So if we are sleeping or if we are not available, there can be a wait for many times, maybe a minute, hours, or maybe only the morning later. Maybe someone in the US will call us, or the customer will call us and tell us, "My host is down." This is bad for us. Now with an incident, we can handle it in a few minutes. Because the phone call is about ten minutes from the incident, and we are immediately going to the computer and fixing the issue. So it can go from hours to a few minutes.

The integration between Groundcover to incident.io was a little bit complicated. I was using YouTube videos and documentation from both sides, from Groundcover and from incident.io. It took me about one to two days to make all the configuration. A lot of time was lost during those days. We are in two thousand twenty-six. Nowadays, integration between two new tools should be less than a few minutes. If they can make more quick installation or maybe easy guidelines to make a simple incident and to fire it to the customer very easily between Groundcover and incident.io, it will be more useful for me, for example.

I spent about two days on a very complicated setup. This is one thing that I want them to improve. I wanted alerts to send me an SMS and a phone call once an incident is alerting for three people. This was a very simple use case. It took me two days to handle and to configure everything. Even the AI agent didn't help me to set up. Maybe they need to improve the AI agent's information so any AI agent can help the user. Or maybe they need to make a better setup onboarding flow. I'm not sure what is the right thing to do. If they can improve the integration with Groundcover and make it more automatic, it will be more easy for both sides.

About three to four months.

There is no negative impact on the team. It just allows us to give better service. It's not impacting the team negatively. It's just helping the team to be more aware and less worried to miss something. Now we are more aware.

No issues reported.

First of all, the UI/UX. PagerDuty looks very old and very old school. PagerDuty didn't tell me that I finished the trial and locked me out. We didn't know that the host was down until we saw it in the Slack. Once they blocked me, we were blind. We didn't know what was happening. This is bad for my organization. Even if I'm not a paying user, I need to know what is going on. Don't offer a trial if you block me later. This was a bad experience. incident.io gave a free trial, and they give free users for the start. I think it's a good start. The onboarding was very easy in incident.io compared to PagerDuty.

I'm not very familiar with the incident.io UI. I'm just one DevOps in the company, and we don't have any more DevOps. They have a lot of features, but I'm using it only to push alerts.

I am using incident.io in their cloud.

I can tell that incident.io is a very young, nice UI product. It can be very easy to start if you are following the documentation right. It's built up for large teams. They need to make some improvements for small teams, so it will be more easy to make onboarding. Except for that, it's a great tool, working well from day one.

The prices are not high. They look the same as PagerDuty and all others. So they look normal.

The integration between Groundcover to incident.io was a little complicated. I was using YouTube videos and documentation from both sides, from Groundcover and from incident.io. It took me about one to two days to make all the configuration. A lot of time was lost during those days. We are in two thousand twenty-six. Nowadays, integration between two new tools should take less than a few minutes. If they can make more quick installation or maybe easy guidelines to make a simple incident and to fire it to the customer very easily between Groundcover and incident.io, it will be more useful.

I spent about two days on a very complicated setup, which is something I want them to improve. I wanted alerts to send me an SMS and a phone call once an incident is alerting for three people. This was a very simple use case, yet it took me two days to handle and configure everything. Even the AI agent didn't help me to set up. Maybe they need to improve the AI agent's information so any AI agent can help the user. Or maybe they need to make a better setup onboarding flow. If they can improve the integration with Groundcover and make it more automatic, it will be more easy for both sides. I would rate this product a nine overall.