[everfrustrated]

I suspect the reason Incident.io is now offering a pager service is selling an incident product is hard.

It is a process efficiency tool (a great one) but is ultimately a luxury. All companies already have some sort of process in place even if it's terrible. But as companies don't have an existing incident vendor they're already spending on, they're also having to educate customers about the business value of the product category at the same time.

However, if you tell me I can replace Pagerduty (which I'm already looking to replace as why am I paying $252/user/year for a PAGER APP!) for an incident tool + pager (even at a higher total) that's a much easier sell. The business value is in the incident response not the tool that sends me a push notification.

I suspect they'll have a lot of success with this.

[sjwhitworth]

Hello: incident.io CEO here. Thank you for the kind words, it's much appreciated. I countersign your last point around business value being in incident response.

There's truth to this: as with all new product categories, there's some education that needs to go along with the sale, and budget that needs to be found, that doesn't currently exist. On the whole, we haven't found this to be a large challenge so far. Most people look at our product, see a very fair exchange of value, and are happy to pay.

However, that isn't why we built On-call. We built it - along with many other reasons - because it's part of the trifecta that we think you need to do incident response well:

1. A way to alert people that something is wrong 2. A way for them to respond, resolve and learn from the incident 3. A way for them to communicate to their customers about it

We have built all of these respectively in On-call, Response and Status Pages. Consolidating all of these into one cohesive product makes obvious sense, to us at least. We'll see what the market says!

[punchmesan]

Your product looks super cool! I'd been looking at improving incident management in my org, but SSO being locked behind enterprise service levels makes it a non-starter for me.

Just letting you know that many orgs use SSO that aren't at enterprise scale, the platforms are pretty affordable to obtain (depending on choice). Such a relatively simple to implement and valuable feature commanding the highest price tag and a bevy of features you really don't need acts as a gatekeeper for many of us.

[peterejhamilton]

Hey there - co-founder here, thanks for the kind words, glad you like the look of it :)

Could you elaborate on what you're trying to do with SSO? To clarify, you can SSO via Slack on any of our pricing plans (which in turn often SSO's with other providers). Essentially, whatever you SSO with on Slack, will work with incident.io.

If you'd like to use SAML, you can do that too, on our Pro plan and above. The only thing offered exclusively behind our Enterprise plan is SCIM.

[punchmesan]

Oh, is that so? That's great to hear! You have some outdated documentation, then.

https://help.incident.io/en/articles/6991102-sign-in-with-sa...

> Organisation's on our enterprise plan can enable SSO using SAML to manage access to the incident.io dashboard via an Identity Provider (IdP) like Okta.

[fishnchips]

Same thinking here. We evaluated their incident product and found it sleek but ultimately an unnecessary luxury. With their pager product we will be giving them another try. Personally I won't miss PagerDuty.

[sjwhitworth]

Thank you: let us know what you think!