Does MyOperator’s Alerting System cover Billing, Infrastructure, and Configurable incidents?

Does MyOperator’s Alerting System cover Billing, Infrastructure, and Configurable incidents?

⚡Quick answer:

Yes. Our alerting system classifies incidents into Infrastructure, Billing, and Configurable categories. You can subscribe to alerts per category and choose delivery channels (email, SMS, Slack/Teams, webhook)—availability may vary by plan.

What each incident category means

Infrastructure incidents

Platform/service availability issues (e.g., API downtime, database/network degradation, carrier partner outage impacting multiple customers, regional POP issues).

Billing incidents

Payment gateway errors, invoice generation delays, wallet/balance exhaustion alerts, plan/credit expiry affecting service continuity.

Configurable incidents

Tenant-specific configuration problems (e.g., invalid webhook URL returning 4xx, IVR misrouting, blocked caller ID rules, agent capacity rules preventing calls).

What’s included vs. excluded

Category

Examples (included)

Not included (typically)

Infrastructure

API/Status Page incidents; voice routing failures affecting many tenants; cloud/network outages; regional POP degradation

Analytics backfill delays under threshold; advisory notices

Billing

Card/UPI gateway failures; auto-recharge failure; low balance/wallet threshold crossed; invoice job errors

Marketing emails; upcoming price changes (see Announcements)

Configurable

Webhook 4xx/5xx; IVR misconfiguration; invalid regex/prefix; agent group has 0 available agents

User-level warnings are already shown in-product (toasts) unless you opt in to email/SMS

Note: Final scope may depend on your plan and data-processing agreements.

Who gets alerted & on which channels

Role/Group

Infrastructure

Billing

Configurable

Org Admins

Email, SMS, Slack/Teams, Webhook

Email, Slack/Teams

Email (opt-in), Slack/Teams, Webhook

Billing Admins

—

Email, SMS (low balance), Slack/Teams

—

Tech/DevOps

Email, Slack/Teams, Webhook

—

Email, Slack/Teams, Webhook

Support Managers

Email, Slack/Teams

—

Email, Slack/Teams

Prerequisites

  • Role: Permission to manage Alerts & Notifications.
  • Contacts: Valid org/billing/admin emails and (optional) phone numbers.
  • Integrations (optional): Slack/Teams webhook URL(s); your custom alert webhook endpoint.

Turn alerts on (UI steps)

  1. Go to Dashboard → Settings → Alerts & Notifications.
  2. Under Incident Categories, toggle Infrastructure, Billing, and/or Configurable.
  3. Click Save.

Subscribe to channels & test

  1. In Channels, tick Email, SMS, Slack/Teams, and/or Webhook for each category.
  2. Add recipients (emails/phone numbers) or paste your Slack/Teams incoming webhook URL.
  3. For Webhook, enter your endpoint and secret (if used).
  4. Click Send test alert to verify delivery.

Expected results

  • When an incident matches a selected category, recipients on the chosen channels receive an alert within the configured window.
  • The incident appears on the Status Page with updates (investigating → identified → monitoring → resolved).
  • Your Call Logs/Reports may show impact only for affected components/regions.

Edge cases & limitations

  • Maintenance vs incident: Pre-announced maintenance may send maintenance advisories rather than incident alerts.
  • Tenant-only (Configurable) issues: Shown as advisory/configuration alerts; not always listed as public incidents.
  • Third-party gateways: Billing alerts may be delayed if gateways throttle callbacks.
  • Noise control: Use digest or quiet hours to reduce alert fatigue (if available on your plan).
  • Regional scope: Some Infrastructure incidents affect a region only; subscribe team leads in those regions.
  • Compliance: Confirm SMS/email alerting complies with local notification rules.

Troubleshooting & escalation

  • No one received alerts
    • Check category toggles, channel subscriptions, and recipient lists.
    • Verify domain allow-listing and SMS DND settings.
  • Webhook failed
    • Inspect receiver logs; validate signature and TLS.
    • Re-send the test alert.
  • Too many alerts
    • Switch to digest, filter by severity, or disable a category temporarily.

Still need help? Contact Support with your tenant ID, example incident ID, channels affected, and timestamps.

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