Administration & Operations
These surfaces configure how the response system behaves or help administrators operate it after the basic alert path is working. Responder actions remain in the alert and incident surfaces.
Operational surfaces
| Surface | What it is for |
|---|---|
| Coverage | Resolved schedule coverage, shift changes, availability exceptions, and coverage policy. |
| Maintenance Windows | Record planned work and its expected alert handling. Alerts remain recorded; the window affects what happens next. |
| Voice | Configure voice policy and authorized numbers, and inspect voice attempts. |
| Compensation | Define pay rules, calculate on-call periods, review exceptions, and export a CSV report. |
| Insights | Query operational data, save views, and run scheduled reports. |
| Subscriptions | Keep stakeholders informed through standing incident subscription rules without making them responders. |
| Configuration | Manage response rules, statuses and severities, channels and updates, workflows and AI, post-incident progression, and change history. |
| Postmortems | Work the resolved-incident queue and publish the response record. |
| On-call Migration | Dry-run mappings, apply a migration, mirror provider data, and perform version-checked cutover or rollback. |
Incident configuration
Under On-Call → Configuration, administrators can tailor what each incident captures. The administration surface centralizes response rules, statuses and severities, channels and updates, workflows and AI, post-incident progression, and change history.
- Types group incidents, such as Security or Customer-facing outage, and select which declaration form appears.
- Custom fields are reusable inputs: single- and multi-select, text, number, link, and user, team, service, or catalog-resource references.
- Forms compose those fields for a stage: Declaration, Acceptance, Update, Resolution, or Escalation. Each field has a position, visibility and required state, default value, help text, and optional conditions.
- Roles define responder roles and can carry private instructions for the person who holds the role.
When a responder picks a type while declaring, its configured fields render inline and are validated before the incident is created.
Types, fields, forms, roles, and response settings are saved as versioned snapshots. Editing a definition creates a new version and supersedes the previous one, and each incident keeps the exact version that was in effect when it was declared, so past incidents never change retroactively.
Maintenance windows
Use Maintenance Windows to record planned work and its expected alert handling. Alerts remain recorded; the window affects what happens next. This keeps planned silence distinct from deleting or hiding telemetry.
Voice and compensation
Voice controls the voice policy and authorized numbers and shows voice routing attempts. Compensation defines pay rules, calculates on-call periods, shows exceptions, and exports a payroll-ready CSV report. These surfaces are administrator-only where the organization policy requires it.
Insights and stakeholder subscriptions
Insights queries operational data, saves views, and runs scheduled reports. Subscriptions keeps stakeholders informed through standing incident rules without making them responders.
On-call migration
On-call Migration brings an existing provider setup across in controlled stages:
- Dry-run the source mappings and planned changes.
- Review the migration package and apply it.
- Mirror provider data while the new setup is checked.
- Perform a version-checked cutover once the result is ready.
- Roll back through the migration surface if the cutover cannot be accepted.
Migration writes are version-checked so a stale plan cannot silently overwrite a newer response configuration.