Learn why Squadcast is TRAVLR's preferred alternative to PagerDuty and OpsGenie‍

When a service goes offline at 3AM, we can't rely on Slack or email alerts to wake us up. These are critical alerts and while evaluating different tools for incident management, we found Squadcast to be the most competitive in price and value. So our platform of choice was a no-brainer.

Stuart Rowe

CTO, TRAVLR

About

TRAVLR

Industry:

Travel

Location:

Australia

TRAVLR is a revolutionary white label technology provider that consolidates the global travel industry into one seamless platform via its unique ‘Travel as a Service’ model. TRAVLR licences its full service travel platform to the world’s leading media companies, enabling their audiences to discover, plan and book curated, once-in-a-lifetime travel experiences.

TRAVLR depends on Squadcast to ensure that their enterprise partners are able to sell travel services to their customers round the clock. Since tourism and travel is a 24*7 industry where high uptime is expected, TRAVLR was on the lookout for a highly reliable incident management platform that is fully-featured. Squadcast, with its integrations with multiple monitoring tools and rapid incident response capabilities along with Status Pages was the perfect solution for TRAVLR.

Challenges and Solutions

Challenges

Solutions

Non existence of Escalation Policies: Prior to using Squadcast, TRAVLR relied on Slack or email for alerting. The downside of this was critical alerts that came late at night oftentimes did not get escalated and remained unacknowledged for long periods.

Escalation Policies: With Squadcast’s escalation policies, critical alerts are now escalated to concerned engineers even late at night via phone calls or SMS. Critical alerts are no longer left unacknowledged.

Alert Fatigue: The on-call team at TRAVLR suffered from Alert fatigue and a loss of productivity when they were getting notified of all kinds of irrelevant and non-severe alerts.

Suppression Rules: Squadcast’s suppression rules helped TRAVLR filter out only critical alerts and route them to the respective team. This vastly reduced Alert fatigue faced by their on-call engineers.

Communicating incident status: Being a SaaS product, TRAVLR has several enterprise partners relying on their solution 24*7. So when incidents occur, it is necessary to keep relevant stakeholders informed of the status of service.

Squadcast Status Pages: In Squadcast’s Status Pages, TRAVLR found a convenient solution that stakeholders and enterprise partners could subscribe to and be informed with real-time updates regarding incidents or critical outages.

Lack of Incident Postmortems: TRAVLR did not have a formal incident response process to carry out Postmortems and also lacked the ability to analyze past incidents.

Squadcast’s Postmortem template: With Squadcast’s incident Postmortem templates, TRAVLR is now able to carry out effective Postmortems and learn from past incidents.

Key Benefits

Reduced Alert Fatigue

Squadcast’s Alert Suppression rules helped on-call teams filter out irrelevant notifications, and alert their on-call team members only when critical incidents happen, thus routing alerts to the right people at the right time.

Automated Status Updates

By allowing stakeholders and enterprise partners to subscribe to their Status Page, they can provide real time updates of what incidents happened and why, duration of downtime, and resolution status.

Alert Routing for faster response

With Squadcast's highly configurable tagging and routing rules, TRAVLR can now route critical alerts to the right responder at the right time to significantly reduce MTTA & MTTR.