False-positive NOC alerts from OpsGenie regularly disrupted engineers’ sleep, causing fatigue and decreased productivity. Low-priority ConnectWise tickets triggered the same urgency as critical P1 incidents.
After-Hours Disruption
False-positive alerts waking engineers overnight, causing sleep deprivation and burnout across the team.
Limited Integration Control
Insufficient customization options in ConnectWise ticket escalation workflows and filtering capabilities.
Manual Phone Routing
Weekly manual updates to on-call phone schedules consuming valuable administrative time and introducing errors.
Delayed Critical Response
Missed or slow responses to genuine P1 events buried among false alarms and miscategorized tickets.
AlertOps became the middleware between monitoring tools, ticketing systems, and response teams with custom API roles in ConnectWise for precise alert control and multi-channel routing.
ConnectWise API Configuration
Custom API roles and authentication established for secure, granular ticket access and workflow automation.
Priority-Based Filtering
Intelligent rules filter only P1 and P2 tickets, with client-based grouping for contextual alert delivery.
Multi-Channel Routing
Voice, SMS, and Teams notifications configured based on severity levels and engineer preferences.
Schedule Automation
On-call rotations fully automated with seamless handoffs and coverage gap prevention.
“AlertOps eliminated alert fatigue and gave our engineers their nights back – going live in under 24 hours and cutting false-positive alerts in half within the first month.”
— Platform Operations, Delta Dental of New Jersey
Fully operational within 24 hours. False-positive alerts dropped 50% in the first month. P1 response times improved 35% – critical for MSP client SLAs.
50% Fewer False Alerts
Engineers report better sleep quality and work-life balance within the first month.
35% Faster P1 Response
Critical achievement for an MSP where client SLAs depend on rapid resolution.
Scaling to 40+ Users
Phased rollout from 15 users, now expanding across the entire NOC and support org.
API-driven automated remediation, advanced reporting, and compliance modules planned. The team continues to phase rollout from 15 to 40+ users across the NOC and support organization.
5 min
MTTA
30 min
MTTR
$250K
Annual Savings
50%
False Alerts ↓
Industry
Healthcare
Employees
5,000–10,000
Location
San Francisco, US
Products Used
On-Call
AIOps
Escalations
Live Routing
How Penumbra eliminated missed physician calls and achieved zero-miss specialist coverage.
How WCAtech cut alert noise by 90% and took back control of on-call escalations.
