Frequently Asked
Questions

What does AlertEagle actually do?

It is an incident communication platform. When something breaks, AlertEagle reaches the people who need to act — across phone call, SMS, WhatsApp, and email — escalates on its own until one of them acknowledges, and keeps a permanent record of who was contacted, on which channel, and when they responded.

How is this different from our monitoring or ticketing tools?

Monitoring tells you something broke and a ticket records it — neither one wakes anybody up. AlertEagle is the layer in between: it takes the trigger, reaches actual humans on the channels they answer, escalates until one of them responds, and hands back a timestamped record of what happened. It runs alongside the tools you already have rather than replacing them.

Who is it built for?

Teams that carry an on-call obligation and have to prove they met it — managed service providers running incident response for several clients, IT and network operations, plant and facilities teams, healthcare, logistics. Anywhere a missed alert has a real cost attached.

Do we have to replace anything we already use?

No. Alerts can be raised from your existing monitoring over the REST API, and outcomes can be pushed back into your system of record. Nothing about your detection stack has to change to start using it.

Which channels do alerts go out on?

Four: phone call, SMS, WhatsApp, and email. Recipients acknowledge with a keypad press on the call, a reply or link tap on SMS and WhatsApp, or a click in the email. You set the channel order for primary and backup responders, and can override it for a single incident.

What does a responder actually receive?

A short, template-driven message carrying the incident title, its priority, the client or location affected, and whatever custom fields you have defined — plus the single action needed to acknowledge. Templates are written per incident type, so the wording is settled long before the incident happens.

What happens if the first person does not respond?

The alert falls through to their next channel, then to the backup responder, then onward through your escalation order — automatically, without anyone chasing. The moment someone acknowledges, escalation stops for them. Anyone still silent after every channel is marked Not Responded, so you can see the gap rather than assume it away.

Do recipients need an app or a login?

No. Responders never log in. They acknowledge straight from the message itself — a keypress, a reply, or a tap — which is exactly why the alert still works on a locked phone at 3 a.m.

Can we alert a whole group at once instead of one person at a time?

Both work. An alert can fan out to an entire group simultaneously when you need every hand, or walk your escalation order one responder at a time when you do not. It is set on the template and can be overridden when you raise a single incident.

Can an alert be stopped once it is out?

Yes. Once the incident is acknowledged or closed, any escalation still pending stops — so nobody gets woken at 2 a.m. for something a colleague picked up twenty minutes earlier.

How does it know who to alert at 2 a.m.?

Every person carries a shift window, interpreted in their own location's time zone, including overnight shifts that cross midnight. Only the people actually on duty are contacted — with a one-click override to pull in off-shift responders when the incident warrants it.

Can we pull in someone who is off shift?

Yes. A single override adds off-shift responders to a live incident when it warrants it, without editing anybody’s roster or waiting for a rota change to take effect.

Can each team have its own escalation order?

Yes. Clients, locations, and groups each carry their own escalation order, templates, and custom fields — so a night-shift plant team and a corporate IT team can behave completely differently without running two systems.

What if nobody acknowledges at all?

Everyone who stayed silent through every channel is marked Not Responded and the incident stays open and visible rather than quietly closing itself. The gap turns up in reporting instead of disappearing.

Can a low-priority alert be kept off the phones?

Yes. Priority is part of the template, and the channel order follows it — a P1 can start on a phone call while a P4 stays on email and WhatsApp. Nobody is trained to ignore alerts because everything arrived as a 2 a.m. call.

Can our monitoring tools fire alerts automatically?

Yes. Alerts can be triggered over the REST API using a dedicated service account, so anything that can send an HTTP request can raise one. We also maintain a documented runbook for LogicMonitor inbound and ServiceNow outbound, so the ticket in your system of record stays in step with the incident.

What can the API do?

Raise incidents, target the right group or location, carry your custom fields, and read back the response state — all against a dedicated service account with its own credentials, so an integration is never tied to a person who might leave.

Can alert outcomes flow back into our own tools?

Yes. Acknowledgements and incident outcomes can be pushed outbound to your system of record — the documented ServiceNow path is the common one — so the ticket and the alert never end up telling two different stories.

What if our tool is not on the list?

If it can send an HTTP request, it can raise an alert. Most integrations are a webhook and a service account rather than a project, and our team will help you map the payload on the way in.

How long does it take to get running?

Drag a CSV or Excel sheet in and AlertEagle maps the columns for you — people, contacts, and shifts land in one import. From there it is building your groups and saving a template per incident type. Groups also carry a last-tested date, so drill testing your rota is part of the product rather than an afterthought.

How do our people, contacts, and shifts get in?

One import. Point AlertEagle at a CSV or Excel export from whatever you keep your roster in, confirm the column mapping it suggests, and people, their contact channels, and their shift windows all land together. Later corrections are made in place — you never re-import everything to fix one number.

Is there anything to install?

No. AlertEagle runs in the browser for the people who administer it, and responders install nothing at all — they answer from the call, message, or email itself.

How do we test it without alarming everyone?

Drill testing is built in, and every group carries a last-tested date — so a rota nobody has verified in six months is visible on the screen instead of discovered during a real incident.

Do we get help setting it up?

Yes. Onboarding is done with our team rather than handed to you as documentation — the import, your escalation orders, and your first templates are set up together, and support stays available afterwards.

How do people sign in, and how is access controlled?

Sign-in is passwordless by default — a time-limited email link — with optional authenticator-app two-factor and SAML SSO against your own identity provider, including enforced sign-in for your email domains. Roles run from owner down to group manager, stored secrets are encrypted at rest, and every action lands in an append-only audit log.

What certifications and compliance do you hold?

AlertEagle is a product of Triumphal, an ISO 27001 certified organisation with an audited information security management system, and the platform is operated in line with GDPR for EU data. Security documentation is available on request — ask us on the contact page and we will send it over.

Is our data encrypted, and where does it live?

Data is encrypted in transit and at rest on multi-region AWS infrastructure, with stored secrets encrypted separately and access governed by role. Data residency for a specific region can be arranged as part of your agreement.

We run alerting for several clients — can their data cross over?

No. Clients, locations, and groups are modelled as separate tenants, group managers only see the teams they run, and no data crosses between accounts. That separation is the shape the product was built around, not a setting you have to remember to switch on.

What happens if AlertEagle itself has an outage?

The platform runs multi-region on AWS with automatic failover behind a contractual uptime SLA, and it is deliberately independent of your own infrastructure — so it is still reachable on the day your systems are the thing that went down.

Can we prove what happened after the incident?

Every send, delivery result, and response is timestamped per channel and frozen at the moment the alert went out, so editing a template or offboarding an engineer never rewrites last quarter. Reports cover response rates, MTTA, and MTTR by person, group, or incident, and export when you need them for a review.

What do the reports actually cover?

Response rates, MTTA, and MTTR broken down by person, group, or incident over whatever period you pick — plus the raw per-channel delivery trail underneath, for when a summary number is not enough to settle the question.

Can we export our data?

Yes. Reports and incident history export on demand, and the underlying data stays yours to take at any time.

How long is history kept?

Incident history and delivery records are retained for the life of your account, held as they were at the moment the alert went out. A different retention period — longer for a regulator, shorter for your own policy — is set per account.

How is AlertEagle priced?

Per department — each department is its own isolated workspace — with tiers set by how many people you alert and how many messages you send. Tell us the shape of your setup on the pricing page and you will get a figure rather than a range.

Can we see it working before committing?

Yes. Book a demo and we will walk through raising an alert, watching it escalate, and reading the record it leaves behind — using your own incident types if you send them across beforehand.

What support do we get once we are live?

A named contact rather than a queue, regular check-ins, and support available around the clock for live incidents. Written enquiries are answered within one business day.