Our pricing is based on the number of Responders in your company, so it is only fair that you ask what counts as a Responder in incident.io!
📇 Definitions: Responders & Viewers
As a rule of thumb, Responders (paid seats) are users who actively engage with incident.io to manage incidents, whereas Viewers (free seats) are users who declare and join an incident channel to contribute information, but do not actively participate in incident response.
🧑🚒 Responders (paid)
Users with the following attributes WILL qualify as Responders:
Have a custom role; or
Has made changes to an incident, specifically:
Changed the status, severity, or custom field values
Posted an incident update
Was assigned or assigned someone else an incident role (Lead or other)
Created, assigned, was assigned to, or completed an action
Pinned a Slack message to the timeline
Escalated to someone (e.g. via Opsgenie/PagerDuty)
Posted a Statuspage update
Revoked someone’s access to a Private Incident
🧑💻 Viewers (free)
The list above is exhaustive, so anyone else will be regarded as a Viewer! Viewers can create an incident, observe what is happening in the incident, and post messages in the channel.
So, unless done in conjunction with the actions listed under Responders, users with the following attributes will NOT qualify as Responders:
Has created an incident (everyone in the company can declare incidents for free)
Has joined or posted in an incident Slack channel (everyone can track and contribute important information to incidents for free)
Going through a tutorial incident (everyone can - and should! - learn the ropes of incident.io for free)
All our plans allow unlimited viewers free of charge 👏
⚙️ Adding and removing Responders
We will automatically graduate users who have taken any one of the actions listed earlier to Responders in your incident.io account.
They will only be removed as a Responder if:
You downgrade them from your incident.io account (in Settings > Users); or
Their Slack account is deleted.
💳 Billing mechanics
You can find more details of our billing mechanics here.