Incident Management

Incident management in Seenty gives you a structured way to handle service disruptions -- from the moment a monitor detects a problem to the final resolution. Every action is recorded in a timeline, so your team has a clear record of what happened and how it was handled.

Two alert modes

Seenty offers two ways to handle monitor failures, depending on your plan:

Direct Notification (Hobby and Starter)

When a monitor crosses the failure threshold, Seenty sends an alert directly to your configured notification channels. There is no incident object, no timeline, and no acknowledgment tracking.

This mode works well for solo developers or small teams where the person who gets the alert is also the person who fixes the problem. You get the alert, you investigate, and when the monitor recovers, you get a recovery notification. Simple.

Escalation Policy (Pro and above)

When a monitor crosses the failure threshold, Seenty creates an incident and begins the escalation process:

1. The incident is created with a Triggered status
2. Step 0 of the assigned escalation policy fires immediately -- notifying the configured channels and/or the current on-call person
3. If no one acknowledges the incident within the configured delay, Step 1 fires with a different set of contacts
4. This continues through all escalation steps until someone responds or the escalation repeats

Every notification sent, every acknowledgment, every note added -- all of it is recorded in the incident timeline.

Incident properties

Each incident includes:

The incidents dashboard

The incidents page shows all incidents with summary statistics at the top:

• Triggered -- Incidents that have fired but no one has responded to yet (shown in red)
• Acknowledged -- Incidents that someone has claimed but not yet resolved (shown in cyan)
• Resolved -- Incidents that have been closed (shown in green)

You can filter incidents by status, date range, and monitor. Use the search bar to find incidents by monitor name or description.

Working with incidents

Acknowledge an incident

Acknowledging an incident tells your team "I am looking at this." It pauses the escalation process -- no further escalation steps will fire until the incident is either resolved or re-triggered.

You can acknowledge from:

• The web dashboard -- Click the acknowledge button on the incident detail page
• The mobile app -- Tap acknowledge from the incident list or detail view
• Email -- Click the acknowledge link in the alert email

Resolve an incident

Resolving an incident marks the problem as fixed. Incidents can be resolved in two ways:

• Manually -- Click resolve on the incident detail page or in the mobile app
• Automatically -- When the monitor that triggered the incident recovers (starts returning successful checks), Seenty automatically resolves the incident

Auto-resolution is the default behavior. When a monitor recovers, the incident is resolved and a recovery event is added to the timeline.

Add notes

Team members can add notes to an incident to share context, document investigation steps, or log decisions. Each note includes the author's name and a timestamp, creating a permanent record of the incident response.

Notes are visible to all organization members who can view the incident.

Plan limits