How Exo Ensures Critical Alerts Get Through At Night
- =Reduce noise and alert fatigue
- =Escalations and persistent alerting
- =Increase transparency
- =Connect monitoring to operators that need to wake up at night
- =Consolidate alerting across multiple platforms
Challenge
exo is a public transportation provider in Montreal, Quebec that needs to maintain service availability around the clock. They needed a better way of connecting their monitoring environment with their operators, particularly at night:
- Monitoring (SCOM) generated a single alert with no automated escalation
- Critical alerts were easily missed if the operator didn’t hear the single email ding at night
- Alert fatigue made it difficult to separate critical incidents from routine notifications
- Managers lacked visibility into whether incidents had been acknowledged or resolved
exo supports business-critical applications that require 24/7 monitoring. The challenge was ensuring critical alerts reached the right person overnight without waking operators for routine issues or false alarms.
Solution
After evaluating several alternatives – including custom scripting solutions – exo selected SIGNL4 as its centralized alerting and escalation platform, connecting monitoring systems directly with on-call operators:
- Centralizing alerts: Consolidated alerts from SCOM, SolarWinds, Azure, and other event sources into a single alerting platform.
- Standardized communication: Established a consistent alerting process across all monitoring and event management systems.
- Personalization for after-hours: Operators have personalized their notification channels with the option that works best for waking them up at night
- Reducing Noise: Working with event sources, that do not have a proper filtering mechanism, exo can use SIGNL4’s capabilities to separate the critical from the non-critical
Benefits
The benefits were immediate. Operators – and even their families -quickly embraced the new approach because they knew overnight notifications would only occur when action was truly required.
- Targeted routing and reduced alert fatigue: Operators know that when SIGNL4 calls, the alert is important and requires immediate attention.
- Peace of mind: If an operator doesn’t respond, automatic escalations trigger for reliable 24/7 alerting.
- Improved operational visibility: Complete visibility into alert acknowledgments, escalations, and resolution status.
- One central communication hub: Consolidation across multiple monitoring platforms and event sources.
exo is now exploring SIGNL4 Remote Actions, enabling operators to trigger remediation tasks directly from alerts and further reduce response times.
„If you want to make your life easier, make sure that what you receive at night is relevant.”
Listen to our Podcast with Henri-Paul Bourassa, Solution Architect at exo
Next Steps
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