OnPage

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Introduction

OnPage is a critical incident alerting and on-call management platform that helps IT, healthcare, and business operations teams deliver urgent notifications to the right people at the right time. Learn how OnPage automates alert routing, manages on-call schedules, and escalates critical incidents to help organizations reduce response delays and maintain reliable communication.

Whether you’re evaluating OnPage for your organization or getting started as a new user, this guide provides an overview of the platform’s core capabilities and how they support effective incident response.

Audience

Relevant for all users

This article is designed for anyone looking to understand OnPage’s critical alerting and on-call management capabilities, including prospective customers, new users, administrators, and existing users seeking a refresher.

Typical readers include:

  • IT Operations, Network Operations Center (NOC), and IT support teams.
  • DevOps engineers and Site Reliability Engineers (SREs).
  • Managed Service Providers (MSPs) and incident response teams.
  • Healthcare professionals and clinical communication teams.
  • On-call responders, administrators, and operations managers.

In This Guide

  • What OnPage is and how its critical incident alerting and on-call management platform works.
  • How automated alert routing, on-call schedules, and escalation policies help streamline incident response.
  • Where to find additional documentation to configure OnPage for your organization.

Before You Begin

No prior experience or account setup is required to understand the concepts in this guide. If you would like to explore OnPage’s features firsthand, you can start a free trial.

How OnPage Works

OnPage’s Incident Alerting and On-Call Management platform connects monitoring systems, automated alert routing, and on-call schedules to ensure urgent incidents reach the appropriate responders.

Unlike standard notifications that can be easily overlooked, OnPage delivers persistent, high-priority mobile alerts designed to capture attention, even when devices are set to silent or Do Not Disturb.

A typical OnPage incident alerting workflow includes six stages:

  1. Incident Detection: A monitoring system, ITSM platform, or connected application detects an issue and generates an alert. Critical messages can also be initiated manually through OnPage.
  2. Automated Alert Routing: OnPage applies configured routing rules to direct incoming alerts to the appropriate users or groups.
  3. On-Call Scheduling: The platform identifies the designated responder based on configured on-call schedules, shifts, and rotations.
  4. High-Priority Alert Delivery: OnPage sends a persistent mobile notification using its Alert-Until-Read capability, helping urgent messages stand out from routine notifications.
  5. Automated Escalation: If the initial responder does not acknowledge the alert within the configured escalation period, OnPage notifies the designated backup responder.
  6. Integrations: Connect OnPage with 200+ pre-built integrations, as well as custom tools that support webhooks, email, or REST APIs, to automate critical alert delivery. 

Example: How OnPage Handles an After-Hours IT Incident

An IT monitoring system detects a critical server outage outside regular business hours.

  1. Alert Generation: The monitoring tool automatically sends the server outage notification to OnPage through its configured integration.
  2. Alert Routing: OnPage directs the alert to the appropriate IT support group based on predefined routing rules.
  3. On-Call Identification: The group’s on-call schedule identifies the technician currently responsible for after-hours support.
  4. Critical Notification: The technician receives a persistent, high-priority mobile alert that can override silent and Do Not Disturb settings.
  5. Automated Escalation: If the technician does not acknowledge the alert within the configured escalation period, OnPage automatically notifies the designated backup responder.
  6. Incident Response: The responder reviews the notification and begins troubleshooting the server outage.

Key Capabilities of OnPage

  • Critical Incident Alerting: Deliver persistent, high-priority mobile notifications that can override silent and Do Not Disturb settings.
  • Alert-Until-Read Technology: Continue notifying responders until critical messages are read, reducing the likelihood of missed alerts.
  • On-Call Scheduling: Manage responder availability through configurable shifts, rotations, and on-call schedules.
  • Escalation Policies: Automatically notify designated backup responders when critical alerts go unacknowledged.
  • Multichannel Notifications: Extend critical alert delivery through configurable SMS, voice, and email notification options.
  • Secure Communication: Support secure, HIPAA-compliant messaging workflows for healthcare organizations and other teams handling sensitive communications.
  • Dedicated Lines: Route incoming calls, voicemails, and messages to designated on-call personnel through configured schedules and escalation workflows.

Next Steps

Now that you have an overview of OnPage’s critical incident alerting and on-call management capabilities, explore the following resources to learn more or begin configuring the platform.

  • New to OnPage? Continue to the Basic Concepts guide to understand how users, groups, routing rules, on-call schedules, escalation policies, and integrations work together.
  • Evaluating OnPage? Start a free trial or email [email protected] for a guided walkthrough to explore the platform’s critical alerting and on-call management capabilities.
  • Need Additional Assistance as an Existing Customer? Email [email protected] or call +1 (781) 916-0040 ext-8

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