FAQ
Straight answers about CallHeim.
How alerting, escalation, paging, migration and pricing work in CallHeim — read straight through, or jump to your topic below.
5 questions
Product
What is CallHeim?
CallHeim is on-call and incident response software: it takes alerts from your monitoring tools, collapses repeats onto one incident, and pages whoever is on call under an escalation policy you set up.
Who is CallHeim for?
SRE and platform teams, IT operations and security teams who want an e-mail-first on-call product with escalation, scheduling and incident response rules they can read end to end — from the first alert to the analytics afterward.
How does on-call escalation work?
Escalation runs on an AWS Step Functions state machine: an unanswered tier times out and advances to the next tier or the fallback. Escalation policies have up to 8 tiers, per-tier timeouts from 1 to 240 minutes, and a mandatory fallback target.
How are alerts grouped and deduplicated?
An accepted alert is normalised to one record with five severity levels (P1 to P5) and a stable fingerprint. Repeats of the same alert collapse onto one incident while they keep arriving within five minutes of each other. A repeat that arrives after a longer quiet gap opens a new incident. The thresholds behind the noise handling are published: a 300-second dedup window, a flap threshold of 4 state changes in 600 seconds, and title-similarity grouping at a default of 0.6.
Does CallHeim use AI?
No incident data is sent to any external LLM. CallHeim’s AI features are rule-based code running in our own AWS account, and CallHeim does not train any model on your incidents. An optional Amazon Bedrock path exists in the code and is switched off. CallHeim suggests a severity from a fixed keyword ruleset plus your own resolved incidents, shows the matched terms, and a person applies it. Suggestions never change severity or page anyone. CallHeim ships no generative assistant and no autonomous agents. That is a deliberate choice.
2 questions
Paging & integrations
Which notification channels are available?
E-mail paging is live in early access: incident pages go out through Resend with an acknowledge link, and sent and delivered status is recorded on the incident. Acknowledge an incident from the page e-mail through a signed, single-use link that opens a confirmation page. The link expires within 24 hours.
Which integrations are available?
Each alert source in the integrations directory comes with a payload mapping for that tool’s webhook format and its own setup page, ready to connect. Browse the integrations directory to find yours.
2 questions
Migration
Can I migrate from PagerDuty?
Import tooling (early access) reads your PagerDuty or Opsgenie configuration (US-region accounts); an optional dry run lets you review the result before anything is written to your workspace. During the move you can also run in parallel: Run in parallel during a move: CallHeim receives PagerDuty Events API v1 and v2 bodies, Opsgenie outgoing webhooks, and alerts forwarded from Splunk On-Call, Squadcast, Zenduty and Grafana OnCall. Every sender needs a CallHeim integration URL and key; existing PagerDuty routing keys are not reused.
Can I migrate from Opsgenie?
Atlassian ends Opsgenie support on 5 April 2027; data not moved by then is deleted. Import tooling (early access) reads your PagerDuty or Opsgenie configuration (US-region accounts); an optional dry run lets you review the result before anything is written to your workspace. CallHeim also accepts Opsgenie outgoing webhooks, so alerts can be forwarded to both platforms during a parallel run.
3 questions
Pricing
How does pricing work?
Starter $9, Pro $15 and Business $29 per user per month. Enterprise is negotiated. Paid plans are activated directly by the CallHeim team. Some features are tied to plan: the REST incident API and related-incident insights on Pro and above; email-to-alert (per-workspace inbound alert e-mail addresses) on Trial, Business and Enterprise, not Starter or Pro.
Is there a trial?
CallHeim is in early access. 14-day trial with up to 5 seats and no card required. Adding a user beyond a plan’s seat limit is refused (Trial 5, Starter 10, Pro 50, Business 200); existing users and paging are not affected.
How are paid plans activated?
Paid plans are activated directly by the CallHeim team. 14-day trial with up to 5 seats and no card required. Adding a user beyond a plan’s seat limit is refused (Trial 5, Starter 10, Pro 50, Business 200); existing users and paging are not affected.
2 questions
Security & data
Where is data processed?
Application data is stored in AWS us-east-1. Page e-mail is sent through Resend with a signed acknowledge link, and no incident data is sent to an external language model. Phone-number verification codes are sent through Twilio, and if a responder enables SMS or voice notifications, those messages, which carry the incident title and alert text, also pass through Twilio. The full data-flow disclosure is on the security page.
What security controls exist?
Tenant isolation, sign-in and two-factor authentication, encryption at rest and in transit, an append-only audit log, and point-in-time recovery are each described in full, with their limits, on the security page.
Something not answered here? Check what is available today, read the security page, or start a migration guide — most evaluation questions are answered on one of those three pages.
Put a rule you can read between your alerts and your on-call.
CallHeim helps teams stay in control when critical systems are not. Explore the platform, connect one source, and send yourself a page.
Early access · every workspace starts with a 14-day trial for up to 5 seats, no card required