Information Technology and Services
Cloudticity is a small company with a lot of responsibility; and when the need for an alerting and on-call management solution presented itself, they opted for one of our competitors. When the provider drastically raised prices, they decided to perform an investigation to find an alternative solution in the market and after a thorough price and feature analysis, they made the switch to OpsGenie.
Cloudticity manages many systems which require a massive amount of uptime. They needed an efficient and timely notification system due to their high priority customer base. Cloudticity works with many hospitals and other HIPAA protected information, they need to be alerted if there’s a security breach or if a portal shuts down. If a hospital portal shuts down and they miss a notification the hospital could miss out on billions of grant money. Cloudticity has real money and personal information at stake, their systems are high value, and require a lot of uptime. Cloudticity is confident in their quality and attentiveness that there’s a financial penalty if they don’t respond within a certain amount of time, which makes the need for a secure and effective alerting system that much more important.
OpsGenie has been implemented into Cloudticity’s processes in several ways: Cloudticity needs multiple methods to get their engineers out of bed; they use our mobile app, SMS, and phone calls; they use escalation schedules to account for an engineer missing an alert; and they use integrations to execute workflow and make smart decisions.
When an anomaly is encountered B/R employees complete a form and based on the details OpsGenie automatically routes the issue to the proper team.
There are three classifications of alerts: (1) a complete system/service outage, (2) a serious, yet constrained issue, and (3) a feature request or a minor issue that does not require immediate attention.
B/R has specified rules built into each classification, including an overnight blackout period for all non-critical issues. Minor issues reported during this time are automatically posted to Slack, but alerting is delayed until 7 AM. Outside of the blackout hour, OpsGenie will proactively reach out to B/R’s engineers via Slack, SMS, and phone calls.