THE ACKNEXA PRODUCT GUIDE
From first alert
to daily operations.
Practical instructions for responders, administrators, integration developers, and the people who run the platform.
Start here
Respond
Respond to an incident
Triage, acknowledge, escalate, and resolve without losing the response history.
Alerts and event history
Understand raw events, normalized alerts, occurrences, and incident lifecycles.
On-call schedules
Set up rotations, priority layers, and temporary coverage overrides.
Escalation policies
Define who to reach, which channels to use, and how response progresses.
Web and mobile access
Choose access methods that fit your network and understand mobile notification dependencies.
Status pages and stakeholder updates
Keep customers and internal stakeholders informed without paging them.
Postmortems
Write one blameless review per incident, prefilled from its timeline, and track the action items.
Administer
Users and access
Manage organization roles, team membership, authentication, and responder contact details.
Services and teams
Model ownership so a monitoring event can reach the right response policy.
Connect your monitoring
Connect Alertmanager, Icinga, Alerta, PagerDuty-compatible senders or a generic authenticated webhook, and page on silent jobs.
Routing and deduplication
Keep event transport retries, condition identity, and service ownership distinct.
Notification channels
Configure delivery without making public providers an architectural dependency.
Live call routing
Give callers a hotline number that rings whoever is on call and opens an incident for every call.
Ticketing: Jira and Halo
Open tickets from incidents, mirror the response as comments, and optionally resolve incidents when tickets close.
Audit and delivery health
Understand configuration history, audit export and streaming, quarantine, and safe retry.
Operate
Deploy on your infrastructure
Choose Docker Compose or production Helm without requiring a public cloud.
Security and identity
Understand trust boundaries, customer PKI, secret handling, and operator responsibilities.
Architecture and reliability
Understand what is durable, what is asynchronous, and what recovery can and cannot guarantee.
Observability and health
Monitor the response platform independently of the platform's own notification path.
Backups and disaster recovery
Protect authoritative state, queue recovery, configuration, and the keys needed to read it.
Upgrades and release acceptance
Rebuild deliberately, migrate safely, and validate before routing production traffic.
Reference
API and automation
Use the REST API deliberately, with tenant-scoped credentials, idempotency, and version-aware actions.
Internal voice gateway
Connect a customer-operated telephony bridge without depending on third-party cloud calling.
Troubleshooting
Follow the signal through authentication, ingestion, routing, escalation and delivery.
Capabilities and limitations
An honest boundary between implemented features, optional integrations, and validation still required.
Frequently asked questions
Straight answers about hosting, notifications, privacy, and everyday use.
Glossary
The vocabulary used in AckNexa and throughout this product guide.