Incident.io is likely our closest competitor and are doing amazing work over there. They have a strong team and smart founders that have been in the trenches before. From a product perspective they are my favourite of our competitors if I had to pick one myself to use.
Our differences are largely driven by the customer segment we serve and the needs of SMB vs. enterprise. We've found by going upmarket to enterprises such as Canva, Shell, Bolt, it is quite difficult to develop an opinionated platform based on only industry best practices as each organizations approach to incidents (regardless if it's the same tooling) vary greatly in their process. You'll find Rootly to be a lot more pluggable, customizable, and can turn any knob the make the product work for you if needed. The reason for this is because we find change is hard, even small process tweaks in process. We want to reduce as much of that as possible when a new tool is brought in.
Firstly, thanks for the kind words Quentin – appreciate it, and congrats on your progress so far.
incident.io is pitched slightly differently to Rootly, insomuch as we're not building an engineering product, but instead something that's designed to work for entire organisations. I saw first hand what this looks like at Monzo – a bank here in the UK – where incidents weren't just declared when Cassandra fell over (ahem, https://monzo.com/blog/2019/09/08/why-monzo-wasnt-working-on...), but were also declared for things like excessive customer support queries and not enough people to serve them, regulatory issues, or a customer threatening staff in reception. All of these things require teams to form quickly, communicate well, and follow a process. We're building for this.
In terms of market and customer segments, we're working with a wide range of companies with up to 6k employees. That said, we're a perfect fit right now for folks in the 200-1500 people range.
