incident.io

“At first it was quite cool to work with a company with that kind of real start-up mentality. You could speak to the CTO and he was just there. And actually when I go to the conferences now, you can still speak to the CTO, he just comes over.”

“The improvement in that post-mortem space has really been great. That could save, per incident, anywhere between three to four hours just writing reports.”

“Running all of those lower-level incidents through our old setup would have been impossible. It would have been a mess.”

“We're really democratizing the platform. The goal is for incidents to just be part of how every team at Trainline operates, not something that sits with one central function.”

“Going forwards, a lot of it should just look after itself. So ultimately it should save us a lot of time in the long run.”

“We actually said to ourselves: no. Let's not do that because all we're going to be doing is copying and pasting a whole load of tech debt across.”

“We just saw closer alignment with the direction of travel and what we want to do at Trainline with how incident.io was working.”

“We weren't using most of the stuff in PagerDuty, we didn't need it. We were already doing everything we needed in incident.io. Consolidating just made sense.”

“The system is getting better daily. We've made requests via our shared Slack channel and many have already been shipped.”

“Our developers are happy, my managers are happy, overall everyone's happy. That’s really a best case scenario.”

“When teams you didn't even plan to onboard are asking for access, you know something's working.”

“The postmortems aren't just bureaucracy, they're valuable documents we reference constantly.”

“I'm personally finding a lot of value in being able to read through incident summaries and get real context without bugging people. I felt this over the holidays more than ever,”

“When something shows up there, everyone's alerted at the same time.”

“One of the things that incident.io does really well is the incident announcement channel,”

“They can see exactly what's happening, understand the impact, and give customers real updates instead of 'let me check with engineering.'”

“Engineers saw how much easier their lives became and just started using it.”

“Once we decided to move forward, adoption was natural,”

“I watched the incident.io demo videos and was immediately like, okay… This is how incident response should work. Everyone's on the same page from the start. What clicked wasn't just the features; it was the philosophy. incident.io understood that incident management isn't about alerts or tickets. It's about coordination, communication, and turning every incident into organizational learning; values Rho had always held but struggled to scale.”

“If you're still using legacy tools and manual processes, you're living in the Stone Age. incident.io isn't just better, it's what incident management should have been all along.”

“Just reach out to incident.io, run a POC, and see where it takes you. It quickly becomes quite an obvious decision.”

“There's more scrutiny now with the calibre of customer we're attracting, the scale we're operating at, and the speed we're moving. These non-functional aspects to service get more and more important as we look to service more and more enterprises. Knowing that we're in safe hands with incident.io really helps give confidence in that area.”

“I can use the MCP server and say, where do you see our weaknesses? Historically that would have been really hard with text documents. Now that it's all in incident.io, I can do strategic analysis in a way that just wasn't possible before. The data has also become a tool for enterprise procurement conversations. As Thrive lands larger and larger customers, the scrutiny on how they manage incidents has only increased. Large customers ask detailed questions about incident response processes, response times, and how learnings get captured. Thrive can now answer all of it with real data.”

“People used to see incidents as a bad thing. Now they use them to mobilize teams and improve. That whole attitude and culture around it has changed as a result of this partnership. Executives can jump directly into an incident channel, ask @incident for a summary, and get an instant update (including a transcript of the previous hour of calls) without interrupting anyone doing the work.”

“Incident was at the heart of that. We managed to fail over super quickly into a new region, and the customer was genuinely happy with how we responded. After the incident, the team fed everything from the channel into a trusted AI model and used it to generate recommendations for updating their disaster recovery plan. The data gathered throughout the day was invaluable. Dozens of DR improvements came directly from it.”