Built for IT Services & BPO
Every Client SLA, Every Shift
A service desk running round the clock for multiple clients cannot afford an unacknowledged page at 3 a.m. AlertEagle keeps each client account separate and each escalation matrix exactly as contracted.
Where AlertEagle comes in
The incidents that cost you the most are the ones where the first ten minutes decide everything.
P1 raised on the service desk
The analyst selects the client, template, and response group, and the right account team is paged in under a minute.
Primary on-call not responding
Escalation moves to the shift lead and then the duty incident manager automatically, per the client runbook.
Follow-the-sun handover
Incidents at 02:00 route to the delivery centre actually on shift, not someone off rotation.
SLA dispute after the fact
Pull the exact notify-and-acknowledge timeline per responder from the permanent record.
How the response actually runs
From the moment the alert is raised to the evidence you hand over afterwards.
The alert is raised
An operator fires a saved template in seconds, or your monitoring tools trigger it automatically through the API. Priority, message, and channel order are already set.
The right people are reached
Only the responders on shift are contacted, in their own time zone, across phone call, SMS, WhatsApp, and email — with a one-click override to pull in off-shift teams.
It escalates until someone owns it
No acknowledgement on one channel means the next one fires, then the backup responder, then the duty manager. Escalation stops the moment someone confirms.
Everything is on record
Every send, delivery, and response is timestamped per channel and kept — evidence for the post-incident review, and the data behind your MTTA and MTTR reporting.
Common use cases in it services & bpo
What teams like yours set up in AlertEagle on day one.
- Per-client escalation matrices with no cross-account leakage
- Follow-the-sun routing across global delivery centres
- Cross-domain bridge mobilisation for network, compute, and security teams
- Client-specific alert templates and custom fields for ticket references
- Per-client MTTA and MTTR reporting for monthly service reviews
- Account-scoped manager access for each delivery lead
Get Started
Your next emergency
is already on its way.
Most organizations discover gaps in their emergency communication plan only when they need it most. Don't be one of them.
No credit card required · Setup in under 24 hours · Cancel anytime