# Welcome to ITOC360

ITOC360 is an incident management and on-call platform for DevOps, SRE, and IT operations teams. It receives alerts from your inbound integrations, applies escalation logic, and notifies the right on-call engineer through their preferred channel — so critical issues are never missed.

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### How ITOC360 works

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**Ingest**

Alerts arrive from your inbound integrations via webhook-based Sources. ITOC360 supports Zabbix, Grafana, Prometheus, New Relic, PRTG, SolarWinds, ManageEngine, and 50+ additional integrations.
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**Route**

Escalation Policies evaluate incoming alerts by severity and route them to the right team using Visual, JSON, or AI-assisted rule builders.
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**Notify**

On-call engineers are notified through their configured channels. Each engineer chooses their own contact preference: voice call, SMS, or email.
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**Resolve**

Engineers acknowledge and resolve incidents from the ITOC360 dashboard or directly from their notification. Every action is recorded in a full activity log.
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### Core capabilities

#### Multi-channel notifications

Engineers configure their own notification preferences. Voice, SMS, and email channels are verified independently before they can be used in escalation policies. Critical alerts reach on-call engineers even when they are away from their screens.

#### On-call scheduling

Build on-call rotations with daily and weekly recurrence, multi-user coverage, and shift swap capabilities. Schedules connect directly into escalation policies so the right person is always reachable.

#### Escalation policies

Define exactly what happens when an alert goes unacknowledged. Set a timeout, then escalate to a backup engineer, a different team, or a manager. Each source can have its own dedicated policy with multiple levels. Notification targets at each level can be a user, a team, or a schedule.

#### Inbound integrations

ITOC360 connects to any tool that supports outbound webhooks. The Alert Display Builder maps JSON fields from incoming payloads to alert fields without writing code — so on-call engineers see the right context immediately.

#### Incident management

Alerts that match an active escalation policy are promoted to incidents automatically. Each incident has a tracked lifecycle: open, acknowledged, and resolved. AI-assisted features support alert grouping, root cause analysis, and automated post-mortem creation.

#### Enterprise security

Two-factor authentication via TOTP or SMS, domain verification, and role-based access controls are available for all organizations.

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### Get started

<table data-view="cards"><thead><tr><th></th><th></th><th></th></tr></thead><tbody><tr><td><strong>Quick Start</strong></td><td>Set up your first on-call rotation and route a live alert in under 15 minutes.</td><td><a href="quickstart">Quickstart</a></td></tr><tr><td><strong>Channels</strong></td><td>Add and verify your voice, SMS, and email contact details.</td><td><a href="../communication-and-shift-management">Channels</a></td></tr><tr><td><strong>Sources</strong></td><td>Connect your inbound integrations and configure alert field mapping.</td><td><a href="../incidents-and-alerts/sources">Sources</a></td></tr><tr><td><strong>Escalations</strong></td><td>Define who gets notified, in what order, and when.</td><td><a href="../on-call-management-and-escalations/escalations">Escalations</a></td></tr></tbody></table>


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