Incident/Ops

Product Introduction

1. Definition: Incident/Ops is a Slack-native incident management platform designed for DevOps and engineering teams. It operates as a SaaS solution integrated directly into Slack workflows, enabling real-time incident response without context switching.
2. Core Value Proposition: It eliminates tool fragmentation by allowing teams to run incidents, manage on-call rotations, and generate AI-powered postmortems entirely within Slack, reducing MTTR (Mean Time to Resolution) and accelerating learning from outages.

Main Features

1. Slack-Native Incident Management:

   • How it works: Users trigger incidents via /incident start <severity> <title> commands. All updates (/incident status, /incident resolve) auto-capture timestamped events in a centralized timeline.
   • Technology: Real-time Slack API integration with persistent incident databases for audit trails.

2. AI-Powered Postmortems:

   • How it works: Executing /incident postmortem triggers NLP analysis of the incident timeline to auto-generate structured reports with root causes, action items, and Markdown exports.
   • Technology: AI algorithms (likely transformer-based models) for contextual summarization and pattern detection.

3. Automated On-Call Management:

   • How it works: /oncall schedule creates rotations (daily/weekly/bi-weekly) with automated handoffs. Escalations and paging (/page oncall) use Slack DMs + PagerDuty sync.
   • Technology: Calendar-based scheduling engines with webhook integrations for cross-platform alerts.

4. Incident Analytics Dashboard:

   • How it works: /incident analytics displays MTTR trends, severity distributions, and channel-specific incident history.
   • Technology: Time-series databases (e.g., InfluxDB) aggregated via custom query layers.

Problems Solved

1. Pain Point: Fragmented incident workflows force engineers to juggle Slack, monitoring tools, and postmortem docs, delaying resolution and knowledge retention.
2. Target Audience: DevOps engineers, SREs (Site Reliability Engineers), and tech leads in startups to mid-market SaaS companies prioritizing rapid incident response.
3. Use Cases:
   • SEV1 Outages: Declare high-severity incidents (/incident start sev1), auto-page on-call engineers, and resolve within Slack.
   • Post-Incident Reviews: Generate compliant postmortems for regulatory audits via AI analysis.
   • On-Call Fatigue: Automate rotation handoffs to prevent oversights.

Unique Advantages

1. Differentiation: Unlike standalone platforms (PagerDuty, Jira Ops), Incident/Ops requires zero UI toggling, leveraging Slack’s existing user behavior for 90% faster adoption.
2. Key Innovation: Slack-native AI postmortems transform fragmented chat logs into structured RCA (Root Cause Analysis) reports, bypassing manual documentation.

Frequently Asked Questions (FAQ)

1. How does Incident/Ops handle PagerDuty integration?
   Incident/Ops syncs acknowledgments/escalations bi-directionally via PagerDuty webhooks, ensuring Slack paging updates reflect in PagerDuty (and vice versa).

2. Is Incident/Ops suitable for enterprise teams?
   Yes, its Pro Tier ($29/month) supports unlimited AI postmortems, Jira ticket creation, and priority SLAs, scaling for 50+ engineer teams.

3. What’s included in the free tier?
   Free includes unlimited incidents, basic timeline capture, on-call scheduling, Slack paging, and 10 AI postmortems—no credit card required.

4. How does AI generate accurate postmortems?
   NLP models analyze timeline events (e.g., “slow query identified”), correlate timestamps, and infer root causes/action items from contextual patterns.

5. Can I export incident data?
   Yes, postmortems export to Markdown for wikis, and analytics support CSV via UI (no API yet).