Who gets alerts
Notification channels: who gets email, the minimum severity, a delay for escalation, quiet hours, reminders and test messages.
Updated 10 November 2026
Alerts go to notification channels, set in Admin → Notifications by owners and admins. The owner's email is a channel from the start, so nobody misses the first incident.
Add a channel
| Field | What it does |
|---|---|
| Type | Email. Telegram is coming. |
| Name | For you, e.g. NOC on-call or Field team. |
| Send to | Email addresses separated by commas. A shared mailbox works well. |
| Minimum severity | The channel gets incidents of this severity and worse. Default major. |
| Wait before sending (min) | 0-120 minutes. If the incident is acknowledged or resolved by then, this channel isn't told at all. |
| Quiet hours from / until | No messages in this window, in your organisation's time zone... |
| …but still send | ...except for this severity and worse. Default critical. |
After adding a channel, use Send test: the channel shows tested once a test message arrives.
What a channel gets
For every incident at or above its severity:
- a message when it opens (or reopens);
- a message when it escalates to a higher severity, for example on battery becoming battery critical;
- a message when it's resolved, with how long it lasted;
- a reminder every hour while nobody has acknowledged it, up to 6 times.
Every alert message has an Acknowledge link that works from a phone without logging in, for 24 hours.
Escalation
Use the delay to escalate. For example:
| Channel | Minimum severity | Wait |
|---|---|---|
| NOC on-call | warning | 0 min |
| Operations manager | major | 15 min |
| Owner | critical | 30 min |
The on-call technician hears about everything at once. If nobody acknowledges a major incident within 15 minutes, the manager is told; a critical one reaches the owner after half an hour.
Quiet hours
Quiet hours keep warnings out of your night but let real outages through. With quiet hours from 22:00 until 06:00 and …but still send set to critical, a high CPU warning at midnight waits for the morning reminder, while a backhaul going down still wakes someone.
Limits
To protect your inbox during a network-wide event, a channel gets at most 20 messages in 5 minutes; anything beyond that is recorded as suppressed. Failed sends are retried 3 times. Pause stops a channel without deleting it.
During a maintenance window, incidents on the work are recorded but not sent.