--- title: "Incident Management" description: "Incident Management (IM) is Uptimeify's on-call and incident-response layer: teams, on-call schedules, escalation policies, and alert ingestion from your own tools — separate from customer-facing Monitoring." --- Incident Management (IM) is a separate domain from Monitoring: a two-level alert/incident model built for **your own** on-call response, not for paging your clients. Where Monitoring watches your clients' websites and services and tells *them* (or you, on their behalf) when something is down, IM is the tool your own team uses to make sure the right person on your side gets woken up — whether the trigger is a monitoring outage, a webhook from Datadog or Grafana, or an email forwarded from a vendor. Incident Management has no customer-facing surface. Customer (`readonly`-role) logins never see it, in any phase — it is an internal tool for your organization's admins, editors, and responders. ## The model The top-level ownership unit — every schedule, policy, and incident belongs to exactly one team. On-call rotations: who covers a team, and when, including one-off overrides. Escalation policies: the ordered tiers that decide who gets paged, how, and when to escalate further. The sev1–sev4 scale that drives urgency, paging speed, and which rule chain fires. How SMS and voice paging draw on your existing SMS quota, and what happens when it runs out. How long alert payloads, resolved alerts, and outbound-delivery records are kept. ## Two-level alert/incident model An inbound signal — a webhook payload, a forwarded email, an API call, or a bridged monitoring outage — becomes an **alert** (`im_alert`). Alerts are deduplicated and grouped into an **incident** (`im_incident`), the object your team actually responds to: acknowledges, works, and resolves. Multiple alerts (a flapping check re-firing every minute) collapse into one incident, so your on-call engineer sees one page, not twenty. ## Getting started Incident Management must be activated per organization before any of its endpoints or pages work — an organization admin turns it on from **Dashboard → Incidents**. Once active, see the [Incident Management API](/api/incident-management) to ingest alerts and manage incidents programmatically, or the concept pages above to understand the on-call model itself.