INDUSTRIES / SI & MSP
Every client runs a different stack. One record for managed-service incidents, from first response to the client report
System integrators and managed service providers run operations for many clients at once, and each client brings its own monitoring, ticketing, escalation rules and report format. On nights and rotating shifts, first-line decisions vary with whoever is on duty. Incident Lake joins the Slack or Teams thread, runs first response in the same order every time, and drafts the client-facing incident report from a timestamped record. People still make the calls.
Where incident response gets hard for SIs and MSPs
Every client has a different stack
Zabbix for one client, Datadog for another; ServiceNow, Jira or Backlog for tickets; Teams or email for escalation. Just working out each client’s rules slows the first response.
Client incident reports take hours
Clients expect a timestamped account from detection to recovery, together with preventive actions. Too often it is reconstructed afterwards from chat logs and phone notes.
First-line calls depend on who is on shift
Escalation decisions change with the person on duty, so questions pile up on the few veterans who know each account.
The same first response, whoever is on duty
The agent joins the thread, asks for a commander, severity and affected services one question at a time, and turns each decision into a task. Related alerts land in a single incident, and per-client runbooks and similar past incidents are a search away, so an engineer new to the account can still follow the right steps. It suggests; your responders confirm.
Client reports drafted from the timeline
Detection, mitigation and resolution times are picked up automatically, and the incident report or postmortem is drafted from the record. Export it to PDF or Word and spend your time fitting it to the client’s format. Follow-up tasks can sync to ServiceNow, Jira or Backlog when an admin enables two-way sync, and notification lists with approval-based bulk email help you keep clients informed.
When personal data is involved, share the clock with your client
If a personal data breach is suspected on a system you operate for a client, the client may need to notify a supervisory authority — under GDPR, within 72 hours of becoming aware. Record when you became aware and Incident Lake calculates the deadline, keeping a timeline you can hand to the client. Whether to notify, and the submission itself, stay with your people.
Practice before the next incident
The scenario catalog covers IT and telecoms, or you can have an LLM draft a scenario from a client’s architecture and approve it first. Facilitators and participants are kept separate, the debrief is drafted for you, risks go to problem management and new knowledge goes to an approval queue.
Ready for client security reviews and closed networks
Audit logs, SAML SSO, IP restrictions and per-feature permissions are covered on the security page. SIGQ, the company behind Incident Lake, is ISO/IEC 27001 certified, and Incident Lake has received a SOC 2 Type 1 report. If incident data cannot go to an external LLM, choose Self-Hosted.
References to GDPR and SOC 2 are general information, not legal advice. Confirm how they apply to you with your legal and compliance teams.
Rerun one of your clients’ incidents as a drill
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