PagerDuty is the way to go for your incident response system

We use PagerDuty in addition to our monitoring software. When an issue is being escalated, we use PagerDuty to let us know by text, email, and phone call that the issue has risen and to look into it. It helps us monitor software/hardware when no one is monitoring our devices online.

We are notified immediately of any issues that occur during the day or night, if someone is on shift or not. It saves us time by not having to continue watching the monitoring software. Additionally, it is set up to send notifications to Slack first, then emails, so everyone is notified before ringing the person on duty.

We use Slack for initial information about an issue occurring. We also use Solarwinds and LogicMonitor plugins to see what is happening, so if any issue arises, it can be redirected from that platform to PagerDuty.

Each person on the team has their own rules of how they are escalated, but we can inform each other in case of an issue. First, when an alert is detected on our monitoring system, it is sent to Slack. Then if it has to be escalated, we receive phone calls and texts.

This is where it can be confusing in a large organization as you will get a lot of options. Sometimes you will get lost when trying to follow a specific team, schedule, or task.