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

# Quick answer

|| Info
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 |

|| Info
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.

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## 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.

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## 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.

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Still need help? Contact [Support](mailto:support@myoperator.com) with your tenant ID, example incident ID, channels affected, and timestamps.