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.

I like that AlertOps allows for very granular filtering, letting us set individual timings or tailor alerts to differing groups. Nesting groups within other groups is a huge benefit as it enables easy escalation to Tier 3 techs if needed. I also find it super helpful that alerts automatically resolve or stop alerting if the ticket status changes, which streamlines the process. The integration with our PSA, AutoTask, is seamless and very useful. The initial setup was smooth, and the onboarding technician ensured everything functioned as we expected with follow-ups for adjustments. We switched from using three different tools to AlertOps because it consolidates all needed functions into a single service, which impressed our c-suite. Review collected by and hosted on G2.com.

Occasionally you can get lost in the AlertOps filters viewing active or resolved alerts and it does not always seem the most intuitive. People that are not SMEs struggle without a bit of guidance. AlertOps takes a bit of time to get comfortable poking around in the solution and especially making changes. Review collected by and hosted on G2.com.

We use it for systems going down and after-hours emergencies, and it works well for us. Review collected by and hosted on G2.com.

We get lots of spam calls that end up creating tickets. We then have to report those numbers so they can be blocked. Review collected by and hosted on G2.com.

The sales and support team are awesome and very responsive. The KB articles are excellent and are easy to follow. Review collected by and hosted on G2.com.

It took me a few tries to get scheduling set up the way I wanted, but the schedule templates are a big help Review collected by and hosted on G2.com.

Ease of setup and a strong implementation team made this an excellent experience off the get go. The auto rotating on call schedules made on call a breeze. The reports made it very clear if someone wasn't meeting expectations of their on call time. Also, how versatile is it. You can use this with just a standable phone system, or integrate it directly into your ticket system. Review collected by and hosted on G2.com.

Adding and removing people sometimes could be a bit daunting. The calendar live updates itself and if you lose track of what you were doing, it could end in a negative result with the team. Review collected by and hosted on G2.com.

The flexibility that comes with live call routing, as well as the escalation policies for ensuring that an Alert is taken care of. These features have eliminated the wrong person being notified and have made the alert management process much smoother than in the past. Review collected by and hosted on G2.com.

A minor negative is the scheduling feature, it could be better for our specific application. It does everything it needs to do, but requires a few extra steps to accomplish our specific need. Overall effective and would likely be preferred for most standard use cases. Review collected by and hosted on G2.com.

The expert in charge of the account of the company I work for has given an outstanding assistance in setting up Escalation policies, workflows and overall explanation of how the system works.

He has knowledge above and beyond and has a natural talent to translate it and make clear for new users.

The number of features offered is wonderful and the ease of use of the system is great.

The assistance group for questions on the website of AlertOps, answered quickly and resolved the issue as quickly as it was reported, the follow up service was amazing and personalized. Review collected by and hosted on G2.com.

So far I have only experienced upside to using AlertOps in my daily work routine. Review collected by and hosted on G2.com.

We spent the better part of Q3 last year auditioning Schedule/Alerting tools for one of our IT Teams. After Finding AlertOps I stopped looking, its affordable, there team is incredibly helpful and patient in the set up process and implementation, and since getting things fully set up and running we have had 0 issues!

Can't recommend them enough! Excellent Deployment experience. Review collected by and hosted on G2.com.

We have had 0 actual issues operating or running on the AlertOps Platform, Sometimes there is a delay in the webcal feed funneling to Outlook Calendar...but I Suspect that's probably a Microsoft issue. Review collected by and hosted on G2.com.

This and all of my experiences with AlertOps have been amazing. They are so helpful! I am so thankful they are a part of our day now Review collected by and hosted on G2.com.

I have not found 1 single dislike with AlertOps They have been with us the whole was as we onboarded Review collected by and hosted on G2.com.

We needed a system to send alerts from Meraki, Auvik, UpTime Robot, and generic email notifications to ConnectWise Manage as tickets. AlertOps was the only system that could handle this and I've been very satisfied with their platform and support. They helped us with the setup and even came up with a solution for a special need of ours. Highly recommended. Review collected by and hosted on G2.com.

There are some limitations in the UI and some functionality is not always intuitive, but their documentation is very thorough and their support is very responsive and helpful. Review collected by and hosted on G2.com.