Our pricing is based on the number of Responder and On-call seats in your company, so it is only fair that you ask what counts with each seat in incident.io!
📇 Definitions: Responder seats, On-call seats & Viewers
As a rule of thumb, Responder and On-call seats are for users who actively engage with incident.io to be On-call, 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.
📟 On-call seat (paid)
Someone with a responder seat can have the role permissions of an Administrator, Owner or any custom role.
Users who have an On-call seat can:
Be added to a schedule
Be added to an escalation path
Have access to the mobile app
Incidents
Escalations
Schedules
Overrides
Cover me
Get paged via all methods (phone, SMS, Slack, app, email)
Request cover via mobile app and Slack
Create overrides via dashboard, mobile app and Slack
Create pay reports from On-call
🧑🚒 Response seat (paid)
Someone with a responder seat can have the role permissions of an Administrator, Owner or any custom role. Viewers can only have the Standard set of permissions.
Users who have done the following will qualify as Responders:
Managing and running incidents
Changed the status, severity, or custom field values
Posted an incident Update
Changed the incident Status, includes accepted and declined an incident.
Was assigned or assigned someone else an incident role (Lead or other)
Handed over the Lead role
Changed the Call URL associated with the incident
Changed the incident Type
Updated the incident Summary
Pinned a Slack message to the timeline
Revoked someone’s access to a Private Incident
Acknowledged an escalation via Slack or through the dashboard.
Rename an incident
Merged an incident
Communicating to customers
Posted an incident.io Status page update or linked an incident to a status page
Posted an Atlassian Statuspage update
Documenting incidents
Create or edit a Post-mortem
Set a Timestamp
Removed an Attachment
🧑💻 Viewer only (free)
If you don't have a paid response seat or an on-call seat, you can still use parts of the product as a viewer. Viewers can create an incident, observe what is happening in the incident, and post messages in the channel.
As a viewer, you can:
Create incidents (everyone in the company can declare incidents for free)
Decline an incident
Join incident channels and post in them (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)
View alerts, escalations and schedules
Add an Attachment (e.g. Zendesk, Github, etc.)
Escalate to someone (e.g. via incident.io On-call/Opsgenie/PagerDuty)
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. With On-call seats, we will specifically ask you if you want to upgrade users to On-call if you will
Add someone to a schedule
Add someone to an escalation path
They will only be removed from a Response and/or On-call seat 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.