Skip to main content
aciona.me’s unit of work: something that needs a person’s attention. It is born from an alert and has severity, status, an owner and a timeline.In Brazilian Portuguese the customer-facing term is acionamento. In technical contracts — routes, payload fields, enums — it is always incident.
The action of recording “I’m looking at this”. Stops automatic escalation without resolving the incident.
The raw event coming from the monitoring tool, with the original payload preserved. It can create an incident, be aggregated into an existing one, or resolve it.
Attaching a new alert to an already-open incident from the same origin, instead of creating a duplicate.
Automatic resolution of an incident when the originating tool sends the recovery event for the same alert.
The definition of who is on call at each moment for a team: ordered participants, rotation type, timezone and rotation start.
Automatic hand-off of the incident to the next target when nobody acknowledges within the timeout.
The situation where escalation has no next target. The event is recorded and the organization owners are notified.
The notice sent to owners when no responder could be resolved for an incident.
An external tool’s entry point, with its own URL and token. Defines which organization owns the alert and how the payload is interpreted.
The stable field sent by the tool that lets aciona.me match a trigger with the recovery of the same problem. It varies per tool — fingerprint, issueId, triggerId, alarmArn, alert_cycle_key.
Mean Time To Acknowledge — average time between incident creation and the first acknowledgement.
Mean Time To Resolve — average time between incident creation and its resolution.
The company’s isolated space. Holds teams, services, schedules, alert sources and incidents.
The top organization in the hierarchy. It holds the plan, the subscription and the usage counters shared with its children.
The person the schedule points at when the alert arrives.
What is monitored. It has a responsible team and a default severity, and is the link between an alert and human responsibility.
The incident’s criticality: critical, high, warning or info.
A temporary swap of the on-call person within a window, without changing the permanent rotation.
The group of people responsible for a set of services. Connects services to on-call schedules.