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sureops can notify your team across several channels as incidents progress, approvals are requested, and budgets approach their limits. Notification routing is configured by Admins in Settings → Notifications.

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Supported channels

Slack notifications require the Slack integration to be connected first. See Settings → Integrations → Slack for setup instructions.

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Notification events

sureops generates notifications for the following events:

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Incident events

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Problem events

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Budget events

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Team events

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Configuring notification routing

1

Open Settings → Notifications

Navigate to Settings → Notifications. You will see a routing table listing each event type and its current configuration.
2

Edit an event's routing

Click Edit on any event row. You can configure:
  • Channels — which channels this event is delivered on (email, Slack, in-app)
  • Recipients — role-based targets (e.g. all Commanders) or specific named members
  • Severity filter — for incident events, only notify when severity is above a threshold
  • Enabled — toggle the event off entirely if your team doesn’t want those notifications
3

Save

Click Save. Changes take effect immediately for new events. In-flight notifications that have already been queued are not affected.

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Per-user notification preferences

Individual team members can customize their personal notification preferences from their profile:
  1. Click your profile menu (top right)
  2. Select Notification Preferences
  3. Adjust which events you receive and via which channels
Personal preferences narrow down what you receive — they cannot expand beyond what the org-level routing allows. If an event is disabled at the org level, personal preferences cannot re-enable it for an individual.

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Slack DM preferences

If the Slack integration is connected, each user can opt in to receive Slack direct messages for:
  • Incident assigned — a DM when an incident is assigned to you
  • Problem status changed — a DM when a problem you are watching changes status
  • High severity incident — a DM when any incident above a configurable threshold opens (default: P2 and above)
These are opt-in and disabled by default. Enable them in Settings → My Notifications → Slack Direct Messages.

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Escalation policies

Escalation policies define what happens when a HITL approval is not acted on within the timeout window.
1

Open Settings → Notifications → Escalation Policies

Each environment can have its own escalation policy.
2

Configure the escalation chain

Define a sequence of escalation steps:
  1. Initial notification — who receives the HITL request first and on which channel
  2. First escalation — if no response within N minutes, notify this additional set of recipients
  3. Final escalation — if still no response after another N minutes, notify this final set (typically Admins and Owners) and optionally auto-deny the approval
Each step has a configurable timeout and a recipient list.
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Set the auto-deny timeout

If all escalation steps pass without a response, you can configure sureops to auto-deny the approval and alert the team. The incident stays open for manual response.Alternatively, leave auto-deny disabled — the approval will stay pending until a Commander acts on it.
Escalation policies require that at least one step has a recipient who holds the Commander role or higher. An escalation chain that only notifies Responders or Observers will never resolve a pending HITL approval.

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Testing notifications

You can send a test notification for any event from its configuration panel:
  1. Open the event routing in Settings → Notifications
  2. Click Send test notification
  3. sureops delivers a sample notification to all configured channels for that event
Use this after configuring a new channel (e.g., after connecting Slack) to confirm delivery is working before a real incident occurs.

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Troubleshooting

  1. Check your spam or junk folder — sureops emails come from notifications@sureops.ai
  2. Verify that the event is enabled in Settings → Notifications and that your role is in the recipient list
  3. Check your personal notification preferences in Settings → My Notifications — you may have disabled email for that event
  1. Confirm the Slack integration is healthy (green status in Settings → Integrations → Slack)
  2. Verify that the target Slack channel still exists and that the sureops bot is a member
  3. Send a test notification to confirm the routing is working
Adjust the escalation policy timeout for your environment in Settings → Notifications → Escalation Policies. The default first-step timeout is 15 minutes.