Incident Management Overview

PingSLA's incident management system automatically detects failures, creates incidents, notifies your team, and resolves incidents when your service recovers.

Incident Lifecycle

Monitor Check FAILS
       ↓
Failure Threshold Reached (e.g., 2 consecutive)
       ↓
Incident Created (state: OPEN)
       ↓
Alert Policy Evaluated
       ↓
Notifications Dispatched (Email, Telegram, Slack, Webhook)
       ↓
[Escalation if unacknowledged — Business/Enterprise]
       ↓
Monitor Check SUCCEEDS (recovery threshold reached)
       ↓
Incident Resolved (state: RESOLVED)
       ↓
Recovery Notification Dispatched

Incident States

State	Description
OPEN	Failure detected, team notified, service still down
ACKNOWLEDGED	Team member has acknowledged (suppresses escalation)
RESOLVED	Service recovered, resolution notification sent

Incident Data

Each incident records:

• Start time — When the failure threshold was first exceeded
• End time — When recovery was confirmed
• Duration — Total downtime (used in SLA calculations)
• Affected Monitor — Which check failed
• Failure Reason — Status code, timeout, keyword mismatch, etc.
• Probe Region — Which regions reported failure
• Root Cause Summary — AI-generated summary (Business/Enterprise)

Alert Policies

Alert policies define:

1. How many consecutive failures trigger an incident
2. Which notification channels to use
3. Whether to notify on recovery
4. Escalation rules (Business/Enterprise)

See Alert Policies → for full configuration.

Notification Channels

Channel	Plans
Email	All
Telegram	All
Slack	Growth+
Webhook	Growth+
PagerDuty (coming soon)	Enterprise
OpsGenie (coming soon)	Enterprise

Acknowledgement

To acknowledge an incident:

1. Open the incident in the dashboard
2. Click Acknowledge

Or via API:

POST /v1/incidents/:incidentId/acknowledge
Authorization: Bearer psk_live_xxx

Acknowledging suppresses escalation notifications while keeping the incident open.

Manual Incident Creation

For planned maintenance or events you want to track in the incident history:

1. Go to Incidents → New Incident
2. Select the affected monitor(s)
3. Enter a title and description
4. Set state to OPEN or RESOLVED

Incident History & SLA Reports

All incidents (automatic and manual) contribute to:

• Monitor uptime percentage
• SLA dashboard reports
• Status page history

Incidents older than 365 days are archived. SLA summary data is retained indefinitely.