Notifications & SLAs
Notifications keep your team informed when something happens, and SLAs define how fast you intend to respond. AgentSOC lets each analyst tune what they hear, lets your organization define delivery channels, and tracks response performance against targets you set.
Notification preferences
Preferences exist at two levels. Each user controls their own email notifications—turning categories on or off, or falling back to the organization default—so analysts only receive what is relevant to them. Categories include alerts, incidents, cases, and reports.
At the organization level, you configure shared delivery channels that fan out the same categories to your team's tools. This separation means an individual can quiet their inbox without changing what the wider organization receives.
Delivery channels
AgentSOC delivers notifications through several channels:
- Email — per-user, category-based preferences for alerts, incidents, cases, and reports.
- Slack — organization-level delivery via an incoming webhook.
- Telegram — organization-level delivery to your team's chat.
Chat channels send a short summary with key facts and a link back into AgentSOC, so a responder can jump straight to the alert or incident.
Severity-based SLA targets
SLA targets set a response-time goal for each severity, measured in minutes. You enable SLA tracking for your organization and set a target per severity—for example, a tighter window for Critical alerts than for Low ones. These targets feed into reporting so you can see how response times compare against the goals you committed to.