On-call service alerting
Quick response when it matters
An urgent service call, a defective machine in the production plant, a server failure or imperative maintenance tasks – all critical events require immediate action. Thanks to Serinus you can quickly and efficiently alert all necessary experts and ensure the exchange of information within your on-call teams. In order to do so, the Smart Event Communication Platform alerts your employees using the selected channels based on their duty rosters, availability and skills.
Applications of the on-call service
Duty and shift planning
By means of a browser you can plan the availability of your on-call workers individually and in advance. Using the app, employees can log on and off in on-call groups with just a few clicks. Thanks to open interfaces, shift planning can be easily transferred from higher-level systems.
Multimedia communication channels
Targeted alerting can occur via all channels. This includes notification by voice call, mobile app, SMS or e-mail. The required communication channels can be defined not only individually, but also based on team or alarm. A time sequence can also be defined, if need be.
Qualified feedback
With the acknowledgment function, you receive real-time feedback on the availability and response time of your team. Serinus supports positive, negative and PIN entry confirmation. The input of response or arrival time can be requested as well.
Automatic escalation
By configuring the escalation, you can guarantee the fast processing of alarms and orders, even if an on-call team should not be directly reachable. In the absence of feedback, automatic and constant repetitions are initialized after a predefined time and through other communication channels.
Easy operation
Serinus is intuitively designed and easy to use even in complex alarming scenarios. The development of this solution is focused on usability and stands out for its process-oriented configuration and context-sensitive interaction as well.
Security and privacy
Our solution is based on the redundant configuration of all components and a comprehensive security and backup concept. Hosting takes place in highly secure, German twin-core data centers (ISO/IEC 27001, ISO 27002 and TrustedCloud).
Customization
The Serinus Mobile App offers many functions to streamline on-call service. The user can select different communication channels for each escalation level. Depending on priority, audible alerts can be activated also in silent mode.
Tracking and live status
The current status of an on-call alert can be tracked at any time via browser. If the option is activated, team members can directly view the feedback and availability of colleagues.
Integrated Chat
In the event of malfunctions or critical events, it is crucial to exchange information within the team in order to find a quick solution to the problem. In case of on-call alerts, Serinus offers the option to open a team chat. Via browser and app chat the participants can coordinate, share documents in real time, upload attachments and send live photos.
Reports and statistics
All alarms and orders are logged in detail and can be used to improve any process. Alarm reports can be sent directly by e-mail with one click. In addition, it is possible to request individual statistics of the number of on-call service calls and compliance with the defined service levels.
Full integration
FAQ
How is the availability of at least one employee ensured?
You can define a minimum number of active employees per call group.
Which telephones can be used for the on-call service?
When alerting by voice call, all landline and mobile devices can be reached. Acknowledgment is made by DTMF input. Serinus Mobile App is available from Android version 6 and iOS version 10.
Can users be logged into multiple on-call groups at the same time?
Yes, there is no limit to the number of on-call services logged in per user. Individual time spans can also be defined for each group using the calendar features.
Is it possible to prioritize alarms in different ways?
Yes, there are up to 10 priority levels available. It is possible to use different ring tones and override the silent mode of the smartphone, according to the priority.
How does the alarm escalation work?
The escalation can occur through several communication channels and devices. If a notification is not acknowledged, an escalation can be performed to further groups or substitutes. Even the offline status of users can be overwritten during an escalation, if required.
How secure is my data?
Serinus is hosted in highly secure, German twin-core data centers (ISO/IEC 27001, ISO 27002 and TrustedCloud). Data transfers to the Serinus Cloud platform are encrypted using SSL and TLS protocols. A REST and a token-based key is used for the browser and the app. A 2-factor authentication can also be activated for extended security.
How long are reports and statistics accessible?
This can be set differently for each account. The minimum retention period is one day, whereas the maximum storage time is 10 years.
How do employees log on and off for on-call service?
The shift schedule can be planned in advance. Alternatively, employees can dynamically log on via the smartphone app (Android/iOS) or the online tool. But also a team leader or a dispatcher can take on the login process.
