AlertOps was precisely the tool we were looking for to help automate On Call processes and allow us to scale up to a more mature company.
It integrated with our PSA (ConnectWise Manage - On-Premises) as well as handling inbound after-hours call forwarding. And all for a price that did not significantly increase our service overhead- by the time you need it, you'll be able to afford it.
It is a powerful tool with deep configuration and customization options. It is intuitive enough that I and my team can handle day-to-day administration of it, and the support team is available for deeper additions/enhancements/tweaks. Your Account Manager is also your primary technician, which is a great value-add- who better to support you than the person who knows your setup the best!
In the two years that we've been a customer, we've experienced no outages, and the service issues we have had have been addressed quickly. (All related to a configuration/design issue in our workflows.)
The performance dashboard is great for monitoring On Call: both your team's performance as well as the over-all service burden. Information is simple and easy to digest. (With deeper drill-downs available.)
I have not used the AI Ops feature yet but do intend to evaluate it. Review collected by and hosted on G2.com.
The service is VERY powerful and is platform agnostic. As such, the most powerful configuration options are complex, and since we rarely need to get in and adjust anything, I don't always remember where to adjust what and have never had to master the fine-grained configuration principles.
Support is always happy to help make configuration adjustments though, and if the first tech that picks up the ticket doesn't know the solution, they quickly escalate to someone who is familiar with what I'm trying to do.
The actual On Call calendar is a little finicky to configure initially, to the point of being (somewhat) counter intuitive. (I believe there is a full revamp road-mapped, and once you understand it, it's not THAT bad, but you kind of have to do things its way to ultimately have things work your way.)
For example:
Weekday on call coverage and weekend on call coverage are two separate "calendars" in the same Schedule. Weekday Holiday closers are best handled as one-off calendar entries, too. Outlook Calendar it ain't. Review collected by and hosted on G2.com.
