How Squadcast helps in adopting SRE best practices for incident management at Foneco

For a growing company like ours, Squadcast freemium helped us adopt SRE best practices at scale and we haven't missed a single alert. The game changer was the schedule overrides feature which helped us override our manual process prior to Squadcast’s implementation. Using Squadcast really helped us track our SLAs promised to various customers. We noticed that our ack and resolution times went down significantly.

Dave Lechasseur

CTO, Foneco

About

Foneco

Industry:

Telecommunications

Location:

Montréal, Canada

Foneco is an integrated communication platform with over 600 businesses on a global scale with an extensive partner network. Their platform helps team boost sales productivity by empowering them to work smarter and faster.

Service uptime is extremely critical for Foneco’s business due to its large scale phone service operations. Hence uptime of their service, needless to say is critical.

Challenges and Solutions

Challenges

Solutions

Poor On-Call Management: Their call center model for handling incidents was rather inefficient due to the lag between incident discovery and acknowledgement, leading to an increase in MTTR

Easy On-Call Scheduling: Automated scheduling using Squadcast enabled quick & accurately routed on-call notifications

No Escalations: Current incident management process did not provide room to set up escalation policies when an incident was unacknowledged, leading to increase in MTTA

Automated Escalations: Concrete escalation policies allows timely notification to the right responder at the right time

Manual Alert Forwarding: Previous solution was not scalable when critical alerts had to be forwarded when the on call person was off duty

Easy Schedule Overrides: Ability to easily override on-call schedules to forward alert notifications when someone goes off-duty, ensuring critical alerts are never missed

Unreliable Analytics: Incident Response metrics were manual and hence, inaccurate and not effective for measuring reliability and team productivity

Comprehensive Reporting: For a given time period, quick snapshot of MTTA/MTTR allows to instantly get a feel for the volume and the speed at which team is acknowledging and resolving incidents

Key Benefits

Easy On-call Scheduling

With Squadcast, our team is now able to schedule on-call responders with customized rotations, notifications and time zones along with the option to add layers of responders who can act as a fall back to primary on-call responders, enabling better incident response.

Schedule Overrides - Never Miss an Alert

The ability to override on call schedules to forward alert notifications when someone on the team goes off-duty was key to scale our operations ensuring we never miss an alert.

Automated Escalation Policies

We are able to set policies to auto-escalate incidents in order to notify the right individual or team when required.

Comprehensive Reporting

A single system health dashboard with configured SLOs helps us to track SLO breaches and comprehensive MTTA/MTTR reports allows to measure and improve the velocity at which the team is resolving incidents.

Key Benefits

Easy On-call Scheduling

Schedule Overrides - Never Miss an Alert

The ability to override on call schedules to forward alert notifications when someone on the team goes off-duty was key to scale our operations ensuring we never miss an alert.