Integrations
Connects to the tools you use
Set up connections through ERP.AI and Proto workflows, with every change logged.
- Incident Response Platform
- Monitoring provider
- Paging service
Incident Response Platform · Available now
Example screen with sample data
Keep service incidents and response work connected.
Incident Response Platform gives service teams a working record for a disruption from opening through acknowledgment, investigation and resolution. An incident names the affected service and asset, priority, assigned person and key times.
- No per-user fees
- Manual work is free
- Configure it in Proto
OverviewActive incidents×
Incident Response Platform · Incidents
New incident
Active incidents
Incidents in one list
Incidents in view
6Low
2Medium
2High
1Low2
Checkout requests exceed timeout limitOrder processing
24 Oct
Customer emails delayed across west regionOrder processing
28 Oct
Add
Medium2
Order queue lag reached 18 minutesCustomer checkout
19 Oct
Inventory lookup returning stale countsCustomer checkout
11 Oct
Add
High1
Sign-in refresh requests failingBilling gateway
13 Oct
Add
Critical1
Billing workers stopped acknowledging jobsReporting warehouse
20 Oct
Add
Checkout requests exceed timeout limitIncidents · INC-43119
LowStatusOpen
ServiceOrder processing
AssetSupport portal proxy
Assigned toJun Seo
Opened at24 Oct
Approve changeINC-43119 · Checkout requests exceed timeout limit
Service Manager decides whether the reviewed service change may proceed.
Waiting for Service Manager
ApproveReturn
- Tables, ready to use
- 12
- Saved views
- 14
- Roles with set permissions
- 5
- Reports and dashboards
- 8
Features
The response workspace
Every feature works on the same records. Pick one to see the screen your team works in.
Incidents
Track affected services, assigned responders and recovery times.
- Open and assign
- Acknowledge and investigate
- Resolve and close
- Incidents
- Services
- Assets
- People
- Response events
- Incident updates
OverviewMy assigned incidents×
Incident Response Platform · Incidents
New
My assigned incidents
Incidents
| Summary | Priority | Status | Service | Assigned to | Acknowledged at | |
|---|---|---|---|---|---|---|
| Checkout requests exceed timeout limit | Low | Open | Identity sign-in | Priya Nair | 14 Oct | |
| Order queue lag reached 18 minutes | Medium | Acknowledged | Identity sign-in | Jun Seo | 12 Oct | |
| Sign-in refresh requests failing | High | Investigating | Inventory lookup | Meena Rao | 18 Oct | |
| Billing workers stopped acknowledging jobs | Critical | Resolved | Reporting warehouse | Meena Rao | 17 Oct | |
| Customer emails delayed across west region | Low | Closed | Inventory lookup | Tomas Ibarra | 21 Oct |
6 of 6 records
Checkout requests exceed timeout limitIncidents · INC-58926
LowStatusOpen
ServiceIdentity sign-in
Assigned toPriya Nair
Acknowledged at14 Oct
Response activity
Keep actions and status notes attached to the incident.
- Record actions
- Post updates
- Review the sequence
- Response events
- Incident updates
- Incidents
- People
OverviewRecent response events×
Incident Response Platform · Response activity
New
Recent response events
Response events
| Name | Event type | Occurred at | Incident | Responder | |
|---|---|---|---|---|---|
| Paged checkout responder | Page | 12 Oct | Billing confirmations not delivered | Zara Mensah | |
| Restarted stalled queue worker | Acknowledge | 27 Oct | Reporting dashboard two hours behind | Meena Rao | |
| Disabled faulty token cache | Escalate | 04 Nov | Orders delayed in processing queue | Zara Mensah | |
| Scaled billing worker pool | Mitigate | 11 Oct | Customer emails delayed | Aisha Farouk | |
| Switched notification relay | Resolve | 26 Oct | Reporting dashboard two hours behind | Zara Mensah |
6 of 6 records
Paged checkout responderResponse events · RE-90612
PageOccurred at12 Oct
IncidentBilling confirmations not delivered
ResponderZara Mensah
On-call coverage
Plan named responders and escalation levels by service and time.
- Plan coverage
- Review escalation levels
- Handoff active work
- On call shifts
- Services
- People
- Incidents
- Response events
OverviewOn-call schedule×
Incident Response Platform · On-call coverage
New
On-call schedule
On call shifts
| Name | Starts at | Ends at | Escalation level | Service | Responder | |
|---|---|---|---|---|---|---|
| Checkout primary, Oct 12-19 | 11 Oct | 18 Oct | 260 | Notification delivery | Tomas Ibarra | |
| Checkout backup, Oct 12-19 | 21 Oct | 25 Oct | 410 | Customer checkout | Aisha Farouk | |
| Identity primary, Oct 12-19 | 18 Oct | 22 Oct | 360 | Inventory lookup | Priya Nair | |
| Billing primary, Oct 12-19 | 18 Oct | 24 Oct | 820 | Inventory lookup | Elif Demir | |
| Orders primary, Oct 12-19 | 20 Oct | 25 Oct | 890 | Reporting warehouse | Aisha Farouk |
6 of 6 records
Checkout primary, Oct 12-19On call shifts · OCS-36546
Starts at11 Oct
Ends at18 Oct
Escalation level260
ServiceNotification delivery
ResponderTomas Ibarra
Services and assets
Give incidents a service owner and affected asset context.
- Maintain services
- Link assets
- Use context in incidents
- Services
- Assets
- Incidents
- People
- Changes
- Problems
OverviewActive services×
Incident Response Platform · Services and assets
New
Active services
Services
| Service name | Criticality | Status | Owner | |
|---|---|---|---|---|
| Customer checkout | Low | Active | Priya Nair | |
| Order processing | Medium | Active | Zara Mensah | |
| Identity sign-in | High | Active | Marcus Vale | |
| Billing gateway | Low | Active | Noel Baptiste | |
| Notification delivery | Medium | Active | Meena Rao |
6 of 6 records
Customer checkoutServices · SRV-94561
LowStatusActive
OwnerPriya Nair
Problems
Track recurring issues, root causes and known errors by service.
- Open the issue
- Record the finding
- Plan a remedy
- Problems
- Services
- People
- Incidents
- Changes
OverviewChanges awaiting decision×
Incident Response Platform · Problems
New
Changes awaiting decision
Changes
| Summary | Risk | Scheduled start | Scheduled end | Rollback plan | Status | |
|---|---|---|---|---|---|---|
| Checkout requests exceed timeout limit | Low | 22 Oct | 31 Oct | Restore prior gateway configuration | Review | |
| Order queue lag reached 18 minutes | Medium | 21 Oct | 24 Oct | Revert worker image to last stable release | Review | |
| Sign-in refresh requests failing | High | 22 Oct | 27 Oct | Switch traffic to standby pool | Review | |
| Billing workers stopped acknowledging jobs | Low | 16 Oct | 25 Oct | Restore previous token signing key | Review | |
| Customer emails delayed across west region | Medium | 28 Oct | 30 Oct | Disable new queue retry policy | Review |
6 of 6 records
Checkout requests exceed timeout limitChanges · CHN-55924
LowScheduled start22 Oct
Scheduled end31 Oct
Rollback planRestore prior gateway configuration
StatusReview
ServiceIdentity sign-in
Requests and changes
Keep requested work and planned service changes distinct.
- Review requests
- Plan changes
- Verify outcomes
- Service requests
- Changes
- Services
- People
- Assets
OverviewRequests awaiting decision×
Incident Response Platform · Requests and changes
New
Requests awaiting decision
Approval conditions
| Name | Request type | Requested at | Due at | Status | Requester | |
|---|---|---|---|---|---|---|
| Increase checkout capacity | Capacity increase | 16 Oct | 23 Oct | Submitted | Zara Mensah | |
| Restore analyst dashboard access | Access request | 26 Oct | 01 Nov | Submitted | Priya Nair | |
| Rotate billing service certificate | Certificate rotation | 01 Nov | 05 Nov | Submitted | Meena Rao | |
| Add order queue monitoring | Monitoring change | 16 Oct | 25 Oct | Submitted | Marcus Vale | |
| Grant support portal access | Data export | 27 Oct | 29 Oct | Submitted | Meena Rao |
6 of 6 records
Increase checkout capacityService requests · SR-76205
SubmittedRequest typeCapacity increase
Requested at16 Oct
Due at23 Oct
RequesterZara Mensah
ServiceCustomer checkout
Integration receipts
Inspect monitoring events received from external systems.
- Capture identity
- Review status
- Reconcile exceptions
- Integration receipts
- Incidents
- Services
- Assets
OverviewIntegration receipt exceptions×
Incident Response Platform · Integration receipts
New
Integration receipt exceptions
Integration receipts
Failed5
Checkout latency alert, Oct 14Northwatch Monitor
17 Oct
Order queue depth alert, Oct 13Signalbrook Alerts
15 Oct
Identity error-rate alert, Oct 12Hillcrest Telemetry
15 Oct
Add
Rejected1
Inventory cache memory alert, Oct 9Westhaven Event Relay
16 Oct
Add
Process
From disruption to recovery
Incident to service recovery ships ready to use. One step needs a named approval before the work moves on: Approve change (Service Manager).
Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.
-
Open incident
Name the affected service, asset, priority and responder.
Checkout requests exceed timeout limitINC-43119 · Service ManagerOpen incidentBy Service Manager -
Acknowledge
Record when the responder accepts the work.
Checkout requests exceed timeout limitINC-43119 · Service TechnicianAcknowledgeBy Service Technician -
Investigate
Keep actions and updates with the incident.
Checkout requests exceed timeout limitINC-43119 · Service TechnicianInvestigateBy Service Technician -
Resolve
Record recovery and its time.
Checkout requests exceed timeout limitINC-43119 · Service ManagerResolveBy Service Manager -
Approve change
Service Manager reviews the plan, risk and rollback.
Checkout requests exceed timeout limitINC-43119 · Service ManagerApprove changeBy Service ManagerApprovalService Manager decides whether the reviewed service change may proceed. -
Verify change
Check the planned work's outcome.
Checkout requests exceed timeout limitINC-43119 · Service ManagerVerify changeBy Service Manager
Inside a record
Monitoring context
Open any incident to see its incident updates, the roles that work on it, its process stages and its approvals on one page.
- 1Record details
Status, Service, Asset and Assigned to.
- 2Incident updates
Each line is linked to this incident.
- 3Who works on it
Service Technician, Service Manager and Change Approver, each with their own permissions.
- 4Process stages
Open incident and Acknowledge, with the role that acts.
- 5Approvals
Approve change, with who decides.
Active incidentsCheckout requests exceed timeout limit×
Incident Response Platform · Incidents
Log activity
Checkout requests exceed timeout limit
Order processing · Low
1
Record details
StatusOpen
ServiceOrder processing
AssetSupport portal proxy
Assigned toJun Seo
2
Incident updates
Checkout requests exceed timeout limit
| Name | Occurred at | Update text |
|---|---|---|
| Checkout traffic rerouted | 11 Oct | Traffic moved to standby checkout pool |
| Queue backlog is draining | 19 Oct | Queue lag fell below five minutes |
| Sign-in error rate declining | 22 Oct | New sign-ins now succeed normally |
- Incident updates
- 6
3
Who works on it
- Service TechnicianManage incident updates, on call shifts, response events
- Service ManagerManage Assets, Changes, incident updates, Incidents, on call…
- Change ApproverView Assets, Changes, incident updates, Incidents, integration…
4
Process stages
- Open incidentService Manager
- AcknowledgeService Technician, Service Manager
5
Approvals
- Approve changeService ManagerApproved
Approvals
Decisions with an owner
Change Approver can read the plan and related context. The Service Manager records the change decision in the working record.
OverviewApprovals×
Incident Response Platform · Overview
Approvals
Signed in as Service Manager
Waiting for you
4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
- CHN-55924Checkout requests exceed timeout limitLow0dActions
- CHN-21056Order queue lag reached 18 minutesMedium4dActions
- CHN-82041Sign-in refresh requests failingHigh2dActions
- CHN-12867Billing workers stopped acknowledging jobsLow4dActions
Who approves what
| Decision | Approver | |
|---|---|---|
| Approve changeService Manager reviews the plan, risk and rollback. | Service Manager |
1 approval rule · set per role in Proto
Roles
A workspace for each role
Everyone opens Incident Response Platform to the work that is theirs. Pick a role to see what it starts with.
Service Technician
Captures assigned IT service work and operational evidence.
This is the first screen this role sees.
OverviewActive incidents×
Active incidents
Incidents · Service Technician
Low2
Checkout requests exceed timeout limitOrder processing
24 Oct
Customer emails delayed across west regionOrder processing
28 Oct
Add
Medium2
Order queue lag reached 18 minutesCustomer checkout
19 Oct
Inventory lookup returning stale countsCustomer checkout
11 Oct
Add
High1
Sign-in refresh requests failingBilling gateway
13 Oct
Add
Critical1
Billing workers stopped acknowledging jobsReporting warehouse
20 Oct
Add
Service Manager
Owns IT service setup, planning and assigned operational work.
This is the first screen this role sees.
OverviewChange schedule×
Change schedule
Changes · Service Manager
| Summary | Scheduled start | Scheduled end | Risk | Status | Service | |
|---|---|---|---|---|---|---|
| Checkout requests exceed timeout limit | 30 Oct | 08 Nov | Low | Approved | Billing gateway | |
| Order queue lag reached 18 minutes | 19 Oct | 27 Oct | Medium | Implementing | Reporting warehouse | |
| Sign-in refresh requests failing | 23 Oct | 29 Oct | High | Approved | Support portal | |
| Billing workers stopped acknowledging jobs | 22 Oct | 25 Oct | Low | Implementing | Notification delivery | |
| Customer emails delayed across west region | 27 Oct | 31 Oct | Medium | Approved | Order processing |
6 of 6 records
Change Approver
Reviews evidence and authorizes eligible change outcomes.
This is the first screen this role sees.
OverviewChange schedule×
Change schedule
Changes · Change Approver
| Summary | Scheduled start | Scheduled end | Risk | Status | Service | |
|---|---|---|---|---|---|---|
| Checkout requests exceed timeout limit | 30 Oct | 08 Nov | Low | Approved | Billing gateway | |
| Order queue lag reached 18 minutes | 19 Oct | 27 Oct | Medium | Implementing | Reporting warehouse | |
| Sign-in refresh requests failing | 23 Oct | 29 Oct | High | Approved | Support portal | |
| Billing workers stopped acknowledging jobs | 22 Oct | 25 Oct | Low | Implementing | Notification delivery | |
| Customer emails delayed across west region | 27 Oct | 31 Oct | Medium | Approved | Order processing |
6 of 6 records
Finance Officer
Prepares authorized financial and integration receipt records and reconciles confirmed receipts.
This is the first screen this role sees.
OverviewIntegration receipt exceptions×
Integration receipt exceptions
Integration receipts · Finance Officer
Failed5
Checkout latency alert, Oct 14Northwatch Monitor
17 Oct
Order queue depth alert, Oct 13Signalbrook Alerts
15 Oct
Identity error-rate alert, Oct 12Hillcrest Telemetry
15 Oct
Add
Rejected1
Inventory cache memory alert, Oct 9Westhaven Event Relay
16 Oct
Add
Admin
Maintains application access and the supporting user records.
- Manage Users, People
- View Assets, Changes, incident updates, Incidents, integration receipts, on call shifts, Problems, response events, service requests, Services
Reports
Review response history
Read incident timing, coverage, problem work and intake exceptions.
Overview×
Incident Response Platform · Overview
Incident Response Platform dashboard
This quarter
Changes in view
6Low
2Medium
2High
2Incidents by status
How far records got this quarter
| Stage | Reached | Step | |
|---|---|---|---|
| Open | 27 | ||
| Acknowledged | 20 | 74% | |
| Investigating | 14 | 70% | |
| Resolved | 8 | 57% |
Number of incidents by status
Sample counts per stage
- 01Incident volume by priority
Count incidents by priority and service across opened dates.
- 02Acknowledgment and resolution intervals
Compare opened, acknowledged and resolved times for each incident.
- 03Responder activity by incident
Group response events and their responders under each incident.
- 04Coverage by service
Review on-call shift start and end times, responder and escalation level by service.
- 05Recurring problem status
Group problems by service, owner and current status.
- 06Planned change windows
Compare scheduled start and end dates with risk and status.
- 07Request due dates
Review service requests by due date, completion date and status.
- 08Receipt handling exceptions
Group integration receipts by provider and handling status.
Who it's for
For service operations
See how Incident Response Platform fits your kind of team.
Controls
Keep the record intact
Each stage of incident to service recovery names the role that acts and the status it records, so a change is never anonymous.
OverviewIncident to service recovery×
Incident Response Platform · Process
Incident to service recovery
Each stage, the role that acts and the status it records
Process stages
11Approval steps
1Roles involved
2Tables touched
6Acknowledge
Service Technician, Service ManagerStatusOpen → Acknowledged
RecordsResponse events, Incidents, Services
Investigate
Service Technician, Service ManagerStatusAcknowledged → Investigating
RecordsServices
Resolve
Service ManagerStatusInvestigating → Resolved
RecordsServices
- StartResponse eventsAcknowledgeOpen → Acknowledged
- StepServicesInvestigateAcknowledged → Investigating
- StepServicesResolveInvestigating → Resolved
- StepIncidentsClose incidentResolved → Closed
- StepServicesDraft changeDraft → Review
AI agent
Work with Proto
Prepare incident, coverage and change work for human review.
It can
- Service Manager: List active incidents by service, priority and assigned person for the next handoff.
- Service Technician: Summarize recent response events and incident updates before taking an assigned case.
- Change Approver: Show changes in review with risk, scheduled window and rollback plan.
- Finance Officer: Group rejected and failed integration receipts by provider for investigation.
Stays with a person
- The Service Manager owns incident assignment, closure and change decisions.
- Responders confirm their own actions and occurrence times.
- A monitoring receipt needs human review before it becomes response work.
- Proto can prepare views and explanations under the user's permissions; the responsible person checks the record and records the actual decision.
Show active incidents for my service and identify the assigned responder.
Summarize response events and updates for the incident I am taking over.
Show changes awaiting review with risk, dates and rollback plans.
The Service Manager owns incident assignment, closure and change decisions.
Data model
Your data, in tables you can change
Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.
Browse all 12 tables12tables
- Incidents6
- Response activity4
- On-call coverage5
- Services and assets6
- Problems5
- Requests and changes5
- Integration receipts4
Implementation
Roll out one team at a time
Start with one team and one process, then add the rest once the basics are running.
Agree the operating boundary
Identify the services under response, their owners and the existing monitoring and paging systems. Decide who opens incidents, who approves planned changes and who reviews receipt exceptions.
Map the records
Load People, Services and Assets with stable identifiers. Confirm each active responder and service owner before importing shifts or incidents.
Configure a bounded pilot
Choose one service, its on-call coverage and a representative disruption. Create the incident, log responder actions and compare the dates at the end of the case.
Rehearse exceptions
Work through a shift change during an active incident, a failed monitoring receipt, a recurring problem and a change that is rolled back after implementation.
Review and release
Compare imported records with their source, test each role’s edit boundary and have the Service Manager accept the response and change handoffs.
Pricing
$0per user
The base account and everyday work in the ERP.AI app are free, for every user.
- No per-user or per-seat fees
- Viewing, editing, approving and exporting records in the app is free
- Pay only for machine work: API calls, imports, workflows and AI agents
- Prepaid credits from $5. Purchased credits never expire
Machine work rate card Included per $1 of credit
| Usage | Per $1 |
|---|---|
| Record reads (list, filter, get) | 20,000 |
| Search or aggregate queries | 4,000 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| Workflow runs | 2,000 |
| AI agent runs | 2,000 |
| Scheduled jobs or webhooks | 20,000 |
| File uploads (MB) | 2,000 |
| CSV or PDF exports | 100 |
How do I get started?
Click Get started, then use Proto to configure Incident Response Platform for your business. Pilot one service with its owner, assets, on-call coverage and a representative incident. Rehearse the response and shift handoff before expanding.
What does an incident record include?
It identifies the affected service and asset, priority, assigned person, status and key response times. Linked response events and updates provide the action history.
How is on-call coverage organized?
A shift names the service, responder, start, end and escalation level. Review the schedule alongside active incident assignments during handoff.
Can we follow the responder's actions?
Yes. Response events record the action type, responder, incident and occurrence time. Incident updates hold the narrative notes and author.
How do we track recurring disruptions?
Open a Problem for the affected service, assign an owner and record the problem statement, investigation status and supported root cause.
How are planned changes reviewed?
The change record holds its risk, scheduled start and end, rollback plan and status. The Service Manager records the approval decision before implementation.
Where do monitoring alerts appear?
A connected monitoring provider can create Integration Receipts with event identifiers and handling status. The team reviews whether an event calls for an incident.
Can requests be managed separately from incidents?
Yes. Service Requests have a requester, service, due date, completion time and their own approval and work statuses.
Can we migrate existing records?
Start with people, services and assets, then bring in shifts and incidents with their references. Reconcile dates and identifiers before importing response history.
What drives the cost?
See the pricing page for current platform usage and implementation terms.
Set up Incident Response Platform your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.